The key to delivering value is having a clear understanding of your customer’s strategic priorities and pains. This understanding helps you to focus on the right problems, deliver the right solutions, give relevant recommendations, and become a trusted advisor. Most CSMs and project teams; however, struggle to accomplish this. Why is that?
CSMs usually engage at the project level and discussions center around product features and functions, and case escalations. Senior stakeholders are reluctant to attend Quarter Business Review meetings, because project status, usage metrics, or support case statistics are not what they care about. However, engaging senior stakeholders, to understand their strategic priorities, is easier said than done. Why is this? What can be done to make CSM engagements and Quarterly Business Reviews more effective?
In this session, we will look at: ·
- Key challenges facing CSM’s and project owners in their efforts to deliver value.
- Identify root causes.
- Share best practices and discuss practical approaches to making CSM engagements more effective and strategic.
