CSMs: Escalation Addicts? The View from Support

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Trust Me, I'm a CSM

William Belcher & Valerio Bianconi

19 episodes

6 months ago

Hosts Valerio and William discuss how market and industry challenges from 2020-2023 have influenced the evolution of the CSM role in 2024 and beyond.

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Hosts Valerio and William discuss how market and industry challenges from 2020-2023 have influenced the evolution of the CSM role in 2024 and beyond.

CSMs: Escalation Addicts? The View from Support

Trust Me, I'm a CSM

40 minutes

3 years ago

CSMs: Escalation Addicts? The View from Support

Are CSMs just Escalation Managers? Should CSMs respond to customers on support tickets? What can a CSM do to work well with the support team? Find out all of this and more when Valerio and William are joined by Geran Smith, who has spent time both as a CSM, in product management and who now leads a global support team.