So many teams are focused on scaling customer success - and rightly so. Reactive motions will be automated. Digital processes will replace repetitive manual ones. Sounds wonderful!

But at the same time, we have to look ahead and ask the question, “What is the role of the post-scale CSM?”

Terms come to mind like trusted advisor, consultative and value-added. All true!

But they add up to one thing: Being more strategic. Providing strategic guidance, expertise and context that customers cannot get anywhere else. So, to be indispensable in a post-scale world, CSMs MUST engage with customers at a more strategic business level. Beyond the product, features, and reactive support.

In this insight-packed session, customer discovery and listening expert Bob London will share tools and techniques based on 2,700+ customer interviews that CSMs can use to have more valuable, strategic, and open-ended customer conversations.

You’ll walk away with specific, actionable tips on:

- Disruptive questions to reveal their top-level business priorities.

- How to make “ear contact” with customers to understand their “why.”

- Connecting the dots to align the value of your solution with their top business priorities.

- Make sure you attend this session to ensure you’re indispensable in a post-scale world.

Speaker:

Bob London - Founder & Chief Listening Officer at BobLondon.co

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Q&A

Do you find Gong similar in efficacy?

I’m actually not a gong user so I can’t comment on that.

What you mentioned at the beginning about CS "not having much of a future," what do you recommend we CS professionals do? I see that in the future CS has a future because companies are obsessed with "retain their user"

I don’t think I said CS does not have a future. I said there needs to be a vision for CS to evolve to meet the needs of the business. To pay for itself 3 to 5 times over instead of being more of a cost center.