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Brooke Goodbary
Customer Success consultant, writer, and expert
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Month: September 2018

When To Tier Your Customers

September 10, 2018Brooke

Think about the last interaction you had with a service provider. Whether it was a livechat agent or a first-class flight attendant, your lasting impression of that interaction was primarily shaped by expectations around the level of service you would… Continue Reading →

Why CSMs Need To Be Capable Project Managers

September 6, 2018Brooke

Customers are conditioned to see their Customer Success Manager (CSM) as the central point of contact at your company. As such, CSMs are the natural first stop for any project a customer wants to discuss. Interested in switching over to… Continue Reading →

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Recent Posts

  • Understanding the Customer Success Manager Role — Infographic
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  • What’s the appropriate CSM to Manager ratio?

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