10 Ways a CSM Can Quickly Build Trust With a New Customer
- Establish your credentials. It builds authority.
- Try and defer the transition until you get up to speed on the client.
- Do your research and go beyond the notes you've gotten from the previous CSM.
- Respond to their first request as if the renewal depends on it
- Call out issues right away, don't hinder it.
- Do an icebreaker. It helps build rapport.
- Focus on what you know, not what you don't.
- Don't lie to your client. Ever.
- Reset expectations.
- Don’t waste a great first impression by falling down on the follow-up.
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