Why is the CS department so easily forgotten when it comes to recognition, organizational transparency and visibility towards value generation - internal and for our customer base?
And what impact does this have on the CSMs, the ones serving as the critical bridge between internal operations and external customer relationships?
It’s a dual responsibility creating a complex web of challenges that span from basic workplace needs to higher-level professional fulfillment.
But how are companies, CS departments and Leaders responding to this challenge apart from encouraging & enabling their teams to be “more efficient” or “more productive”? 💰💰💰
What about the human being, the person, the individual behind the CSM role?
How can we better address the underlying needs creating a foundation where CSMs can thrive internally while delivering exceptional external customer experiences?
Having asked myself this question (and thoroughly brewed over it for years!), I am extremely excited to take the stage at Gainsight Pulse in Dublin talking about “The Human Cost of Customer Success (and How to Get Ahead of it)”.
My intention is to 𝗶𝗻𝘀𝗽𝗶𝗿𝗲 𝗮𝗻𝗱 𝗽𝗿𝗼𝘃𝗼𝗸𝗲 by drawing inspiration from Maslow’s Hierarchy of Needs to make a clear case: when CSMs feel secure, supported, and empowered, they don’t just survive - they drive serious business impact.
If this hits home, I would love to not only see you in this session (November, 12th,14:15-15:00) but to connect and discuss with you!
