Hi Reader!

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CSM All-Star presents its monthly newsletter The CSM Scoop, your monthly dose of all things CSM, one scoop at a time.

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Making Moves

Over the holidays, my friends and I played some board games. While the games are fun, we tend to get pretty competitive. Everyone wants to be the winner. While I may not win every game, I can increase my odds of winning by making sure that I have a strategy and plan to get ahead.

After playing a few rounds, you tend to learn that successful players adapt their strategies based on the changing dynamics of the game, opponents' moves, and unforeseen events.

Even though you're playing for fun (that’s what we tell ourselves), by simply thinking ahead and planning out your next move you are already employing a strategy that puts you ahead of the competition. Similarly, we can use the concept of strategy and apply it to our professional lives.

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​3 Strategic Moves to Adopt as a CSM

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​Think like a business owner [value creation]

Once you adopt a business mindset and find out what’s important to your client beyond the day-to-day tactical objectives, you will be able to take that relationship to the next level. What keeps them up at night? Having that business lens gives you the ability to understand the client’s pain points from a much broader angle which will allow you to be well equipped to guide them towards creative solutions. You can apply this in all aspects of your job, not just with your clients. This unique POV referenced in this Forbes article, Think Like an Owner, Not an Employee will make you stand out from the pack.

Get to the Root of the Problem [risk mitigation]

We often don’t spend enough time on discovery when we hear our clients’ challenges. It’s human nature to jump to firefighting mode and think of a way to solve the problem, but pausing and continuing to ask “why” will help you identify the underlying cause. According to the 5 Why Rule, you haven’t truly discovered the real reason until you’ve responded to the answer with why at least 5 times to get to the heart of the issue. It’s an art and the more you practice it, the better you’ll get at it!

Add the Personal Touch [relationship building]

I know this sounds simple, but how many of us take the time to personalize our clients’ experience? Oftentimes, we are too busy being reactive to make sure we go extra the mile. But take some time to set up Google alerts for your clients so that you can congratulate them on big achievements. Keep track of dates such as when they became a client so you can send them an anniversary note, custom Loom video or swag! Follow them on LinkedIn to keep track of when they get promoted. Celebrate these wins and special occasions to make them feel appreciated and I guarantee that you will elevate yourself from vendor to partner.

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Two New Quizzes for the New Year!

We have two brand new quizzes to ring in the new year! One to test your Emotional Intelligence and the other to understand your workplace persona. Check them out and let me know if you’d like to see any other types of quizzes in the future!

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Take Quiz

Take Quiz

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​Meet All-Star Kenneth!

Say hello to All-Star Kenneth Hopkins based out of Murrieta, CA! Congrats Kenneth on landing your new job as a CSM at Third Wave Innovations! Make sure to connect with Kenneth on LinkedIn.

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Resources

Check out the free Customer Success Fundamentals course offered by Lincoln Murphy. With 10 in depth lessons, spanning 2.5 hours, these condensed videos highlight the best training material from author, speaker and early evangelist of CS, Lincoln Murphy.

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Events

Virtual Tech Career Fair (San Francisco)

Friday, January 26 | 9am to 12pm PT | Register Here​

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Tips for events or upcoming webinars? Email me at tasneem@csmallstar.com.

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Join the CSM All-Star Slack Community to stay connected!

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