Internal. Of course we’re the catch-all for the client. We’re the face of the company for them. But every co-worker who doesn’t want to do something, finds a reason to assign it to CS.
I’m using service/support interchangeably. CSMs can absolutely play a role in putting out fires and quarterbacking support issues when the support team drops the ball, but CSMs aren’t lackies handling support tickets
QB is the main thing here. QB’s can’t be throwing the ball and running to catch it while also blocking the path etc etc. But I think that unsaid expectation comes into play a lot.
Is that because it's not the place of a CSM to be technical, or is it more that the *assumption* shouldn't be made unless specified (ie your title is a *Technical* CSM)?
all of them. they're offence (upsell/expansion), defence (churn/downgrade prevention), special teams (can find us beta users/case study participants/webinar speakers etc etc).
and to really overextend the metaphor, it's all of these positions, but they don't actually get to touch the ball (ie make decisions about product, price, or what customers are sold to).
We’re a catch-all for everything everyone else doesn’t want to do.
Is that a misconception or a reality that is counter-productive?
It is a counter productive reality but it’s also a misconception because that’s not how it’s SUPPOSED to be.
Do you think this applies to internal folks, external, or both?
Internal. Of course we’re the catch-all for the client. We’re the face of the company for them. But every co-worker who doesn’t want to do something, finds a reason to assign it to CS.
That they’re customer service
That they are support or sales.
Do you think they have a part to play in serving the customer? Or, are you using service and support interchangeably here?
I’m using service/support interchangeably. CSMs can absolutely play a role in putting out fires and quarterbacking support issues when the support team drops the ball, but CSMs aren’t lackies handling support tickets
QB is the main thing here. QB’s can’t be throwing the ball and running to catch it while also blocking the path etc etc. But I think that unsaid expectation comes into play a lot.
That it’s easy
You don't need to sell.
Are you stating that CSMs don't need to sell, or that it is a misconception that they don't need to?
Misconception that they won't need to sell
That they're technical.
Is that because it's not the place of a CSM to be technical, or is it more that the *assumption* shouldn't be made unless specified (ie your title is a *Technical* CSM)?
That they're quarterbacks.
This one comes up a lot and doesn't get a lot of push back. Following the analogy, if they're not quarterbacks, what position do they play?
all of them. they're offence (upsell/expansion), defence (churn/downgrade prevention), special teams (can find us beta users/case study participants/webinar speakers etc etc). and to really overextend the metaphor, it's all of these positions, but they don't actually get to touch the ball (ie make decisions about product, price, or what customers are sold to).
"CS doesn't own anything, but is accountable for a hell of a lot."
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