Today's episode of CSM secrets is with Anita Toth, Chief Churn Crusher at Anita Toth! It is a venture that makes data & insights more contextual and actionable. Key insights from this episode are: 1) Anyone can collect data. It is as simple as asking a few questions. But where organizations need professional help is in asking the right questions to ensure collecting high quality data, cutting out everything else that could be noise. 2) The Customer 360 Insight System was built ground up to enable organizations to collect and analyze data that is able to contextualize the problems or situation at hand. 3) Two scenarios that could greatly leverage from such a methodical approach is during post onboarding and during exit. These are two critical moments in a customer journey and meaningful data collected during this phase and the insights that are derived could be an eye opener to the entire organization. 4) During difficult conversations & when handling customers, one trick or tip to set the tone and navigate the situation is with a compelling, well thought out opening statement (Prepare, Prepare, Rehearse). 5) And a prediction? Well, the plethora of AI tools that are booming in the CS space will soon attain maturity and will help CSMs take better decisions and become more successful in what they do. And during rapid fire round, well which favorite cartoon character is a good CSM? She surprised me by saying which one is not - Yosemite Sam! Well checkout why that is the case.