When you’re working with customers, whatever your role (CSM, Sales, Account Management, Consultant, etc.), you may find yourself acting as a coach. To be an effective coach, you need to strike the right balance between motivation and discipline. Which means we need to explore the differences between motivation and discipline…

The customer’s perception of why the Customer Success Manager (CSM) exists in their world, and how the CSM is distinguished from other Individual Contributors (ICs) and Subject Matter Experts (SMEs) the customer will work with, is called Positioning. Think of it as the position the CSM holds in the customer’s…

In Customer Success we’re always concerned with the status of our customers. We keep track of their health score, their adoption velocity, usage, satisfaction, and other metrics that tell us whether or not they’re successful. And while all of that is obviously what we should be looking at in our…

As a Customer Success Manager (CSM), it’s easy to fall into the trap of just going through the motions with your customers. You have a list of tasks to complete, metrics to track, and goals to achieve. But what if I told you that being curious could transform your relationship…

If you’ve had a less-than-stellar experience with ChatGPT, you may have chalked it up to “Garbage in / Garbage Out.” But this is wrong as it views the “data” that ChatGPT has access to as the valuable part, so when that data is “wrong” it’s easy to write it off. …

Have you ever tried to use ChatGPT to generate responses based on external content? If so, and to put it mildly, you may have noticed that the generated responses can sometimes deviate from the desired output. Let’s explore an experiment that sheds light on how ChatGPT processes external content and…

As a Customer Success Manager or Enablement specialist you know that preparation is key to success in every customer interaction. But let’s be real: it’s not always easy to prepare for every possible scenario, especially when dealing with complex or multi-stakeholder meetings. That’s where ChatGPT comes in. It’s like having…

Customer Success is always under pressure to optimize (and reduce the expense of) everything. Many people see ChatGPT as a way to streamline Customer Success processes like preparing for customer meetings or literally creating those processes upon which their organizations run. One approach some Customer Success pros are taking is…

Today, OpenAI made the much anticipated announcement that its ChatGPT API is now available to everyone. Make no mistake; this is a significant milestone in the development and availability of conversational AI technology. …