Hi Reader!

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

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Show Empathy

“How’s your week going?” is usually how I begin my meetings, but sometimes it elicits more of a reaction than I would like. The client before me was very exasperated and expressed their personal opinions and political views. While I didn’t expect that, being a CSM has taught me to listen and show empathy in difficult situations. Even though I didn’t agree with the client’s views, I chose to understand their concerns and politely steer the conversation back towards the agenda, which they appreciated.

With world events and conflicts abroad, it’s hard to navigate these complex situations when tensions are high. If you find yourself in a tense situation that may come up in the workplace, remember to show empathy and understand the motivations of others. We’ve all had different experiences and those experiences have shaped who we are. We can continue to learn from one another if we choose to listen and understand each other’s perspectives. I think that’s what makes us true leaders. The world can be a much better place if we choose to exercise empathy more often. At the same time, it’s perfectly OK to choose not to engage in the conversation if it’s too personal or you hold an opposing view. For more tips, check out this LI article on How to Navigate Difficult Conversations at Work.

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All-Star Networking & Coffee Chat

We had our first virtual networking event! The All-Star Community had the chance to get to know one another, share our goals and discuss strategies to network and build trust with clients.

When attending networking events (I recently attended one), it’s not always easy to navigate. It can be awkward, uncomfortable and you may run out of things to talk about, especially in a 1:1 setting. I’ve been in that situation before. Yet, I still keep going back. Why? For starters, when you challenge yourself to do uncomfortable things, that’s when you grow.

Secondly, to network effectively, you have to change your mindset. Here are some takeaways from our discussion.
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• Go in with a goal: Why are you there? You might have spent 1-2 hours out of your day to attend a virtual or in-person event so what do you want to get out of it? Having a goal in mind will help you get the most out of the event.
• Be curious: Don’t just think about what you want, but what is the other person’s goal? There is so much knowledge out there. What can the other person in the room teach you?
• Create Relationships: One of your goals should be to create a long lasting relationship. Did the other person offer to introduce you to someone? If so, how can you help them? Make sure to offer something in return so it’s a two-way exchange. This gesture will help you build an authentic and meaningful connection.
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Congrats to Tony Reyes for winning the door prize book Customer Success: How Innovative Companies are Growing Churn and Growing Revenue!

For more recommendations on books to read, check out my Resources page.

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Meet Kristine!

We're shining a spotlight on an All-Star Community member. Take a moment to learn about Kristine Sanabria from New York.

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Resources

The All-Star Community is crowdsourcing a list of questions that you have been asked in the interview process and adding them to this shared Word Doc here. If you’d like to learn more about interview questions with answers, check out my latest blog Top Customer Success Manager Interview Questions with Answers ​

Need help in preparing a QBR? Here are some effective ways to create a winning deck.

Or if you’re trying to find the best customer success certification, then check out my latest article, “Which is the Best Customer Success Certification For you?”​

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

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