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In November 2015, I decided to start a blog series that eventually became known as CSM from the Trenches. This series was birthed from the idea that most content in the Customer Success space comes from the Top - Down (CS Executives + other leadership), but I hadn't really seen a place where like-minded Customer Success Managers (CSMs) could learn from one another. So I decided to start writing from my own experience as a frontline CSM, or someone who is actively fulfilling a customer-facing role.
Since then - and just in my personal LinkedIn network - these articles have gathered thousands of views, 600+ clicks, and 100+ likes. Across the web, these articles have also been shared via ClientSuccess’ blog as well as on 3rd party sites that promote Customer Success best practices (more times than I’m probably aware of).
The thing that gets me most excited about CSM from the Trenches is that it's started a conversation from a different perspective (Bottom - Up) to help our industry understand what it's really like to be on the CSM frontline.
I’m proud to announce today that my long-term vision of CSM from the Trenches is now becoming a reality as we set out to celebrate the frontline CSM. I’m also excited to invite all CSMs from around the world to participate. You can become involved in two ways:
I look forward to building this community with you! In case you’re curious or new to CSM from the Trenches, here are some of my favorite posts (in no particular order).
Mieke Maes, Intuo – 5 Keys to an Effective Customer Apology
Priscilla Zorrilla, 15Five – Asking the Right Questions to Challenge Customers
4 Segmentation Strategies for Frontline CSMs
Why Product Usage Isn’t Always King & 3 Lessons Worth Learning Early
2 Techniques to Avoid the ‘Overpromise and Underdeliver’ Temptation
