Kristi and Stino answer one listener's question on how a customer success manager can take back control and manage internal conversations around customers at risk.
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⏱️ Timestamps:
00:00:00 - Intro
00:01:19 - Did we answer Peggy's question?
00:02:47 - Today’s question: managing customer risk as an IC
00:04:47 - Setting expectations with leadership based on data
00:06:53 - Avoiding emotional reactions and staying objective
00:10:14 - How leadership can approach ICs when discussing risk
00:13:55 - Keeping track of customer actions and progress
00:15:36 - Importance of leadership providing context when asking questions
00:17:17 - Balancing leadership pressure and customer outcomes
00:20:55 - Proactively setting vs. managing expectations
00:25:31 - Set expectations, don’t just manage them
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💁♀️💁♂️ Connect with the hosts:
Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's website: https://www.kristifaltorusso.com/
Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
Key topics: managing expectations, customers at risk
