CSM

What is CSM® and Reasons Why you should do it

Scrum is the most popular and widely used framework for Agile implementation.  It is primarily used for software development tasks.  Scrum is a simple framework that’s entirely focused on doing just enough preparation, just in time for development work to begin. It is a highly successful framework with varied benefits. It offers increased productivity, better …

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Tips for a Successful CSM Quarterly Business Review

In the world of sales, Quarterly Business Reviews (QBRs) are incredibly popular for forecasting, planning, and making sure that everything is running smoothly from an operations perspective. In customer success, however, QBRs aren’t quite as prevalent, although more and more existing business teams are starting to leverage this strategic format. QBRs are a great way …

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CSM from the Trenches – Asking the Right Questions to Challenge Customers

Best Practice: Open and Transparent Communication (Opening the Kimono) One of the key things I love to do with customers takes inspiration from Patrick Lencioni’s Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty: not being afraid to be vulnerable with and challenge customers. I refer to this best practice …

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