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When he’s had to help someone understand, in lay terms, what Customer Success is meant to do, our boss is fond of replying this way.
“The CSM role is kind of like a nutritionist and personal trainer rolled into one. To achieve a certain level of fitness, say the development of 6 pack abs (or a lowered cost of talent acquisition through the use of software) the customer needs to eat their kale and do their crunches. The CSM is there to coach and guide them, not to eat their kale or get down on the floor and sweat on their behalf.”Read the blog