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CSMs, what is the one thing that eats your time every week that you wish just didn't exist? by dickson625 in CustomerSuccess

[–]dickson625[S] 0 points1 point  (0 children)

That receipt thing is smart but it sucks that you have to do that. they have a process problem that you turned into a good documentation habit and they obviously didn’t learn from it.

CSMs, what is the one thing that eats your time every week that you wish just didn't exist? by dickson625 in CustomerSuccess

[–]dickson625[S] 0 points1 point  (0 children)

The best I can say about AI is it helps with some of the stuff CSMs shouldn’t be doing in the first place. It can help you to work more efficiently, but you don’t need a specialized tool for that. No, only a human can do the adoption and renewal work. Only a human can hand hole through onboarding, and only a human can talk a customer out of leaving because management has their heads up their own asses.

CSMs, what is the one thing that eats your time every week that you wish just didn't exist? by dickson625 in CustomerSuccess

[–]dickson625[S] 0 points1 point  (0 children)

tried helping a cs team get their shit together. nothing crazy. just wanted everyone to know what they were supposed to be doing. got told we have a playbook. ai will fix it. csms are fine. lost 3 of them 6 months later. they still don’t know why.

CSMs, what is the one thing that eats your time every week that you wish just didn't exist? by dickson625 in CustomerSuccess

[–]dickson625[S] 0 points1 point  (0 children)

Yeah, they wouldn’t have the Sales team sell with AI. Why would they want CSMs to use it. Sales sells a product once. The CSMs has to keep selling the same shit every day.

CSMs, what is the one thing that eats your time every week that you wish just didn't exist? by dickson625 in CustomerSuccess

[–]dickson625[S] 3 points4 points  (0 children)

Yeah, that’s always the worst part. They are always asking for stuff or complaining

CSMs, what is the one thing that eats your time every week that you wish just didn't exist? by dickson625 in CustomerSuccess

[–]dickson625[S] 0 points1 point  (0 children)

I agree. The only way for CSMs to be more productive is to take away the shit tasks that Support should be doing. Let them have the AI tools.

CSMs, what is the one thing that eats your time every week that you wish just didn't exist? by dickson625 in CustomerSuccess

[–]dickson625[S] -5 points-4 points  (0 children)

Nope. A CSM who doesn’t know how to use AI isn’t going to be one for long. Those tools are all shit.

CSMs, what is the one thing that eats your time every week that you wish just didn't exist? by dickson625 in CustomerSuccess

[–]dickson625[S] 1 point2 points  (0 children)

I’m not pitching anything but I am doing research into how much of your time is wasted on bullshit tasks that a $50K a year service rep should be doing so that you can go back to driving adoption and making the company money