Why Intent Matters

Why Intent Matters

Why Intent Matters People don’t argue with their own ideas. When you hear an indication of need on a discovery call, follow their thought. Two ways to follow their thought are: “Tell me more.” “Is there more I should understand?” Call recordings show both approaches work. But not equally. “Tell me more.”  is a command. A command may work in face-to-face selling because people fear … Read more

The Enlightened Customer Success Manager

The Enlightened Customer Success Manager

The Enlightened Customer Success Manager Koan = A paradox used in Zen Buddhism, usually a short statement or story that causes the hearer to take pause in order to develop enlightenment. CSM Koan= Assurances made by customer success managers reduce customer satisfaction. Has this given you pause? Let me explain. As I review CSM call recordings, there are CSM’s who make frequent assurances, such as: … Read more