This is an excerpt from The Strategic Customer Success Manager by Chad Horenfeldt Up to this point, we’ve concentrated on the foundational elements of strategic conversations, which centered on the OARS framework . But what do you do when you want to spur your clients to take action? For example, how do you convince your clients to start adopting certain products or features? How can you persuade your customers to commit to a product upgrade? I always struggled in this area until I learned...

"Imagine it’s the final night your son or daughter is living in your house." What advice would you give them? This is an exercise in the book "Day One Leadership" by   Drew Dudley - Day One Leadership . It's called "Edge of the bed advice" as you need to picture yourself at the edge of your child's bed on the final night that they are in your house. What is the best life advice that you would provide them? What are the insights that have contributed to your happiness?   This exercise asks you...

Whether you’re a CSM looking to level up your own skills or a CS leader wanting to transform your entire team, this 90-day plan breaks down exactly how to implement strategic customer success—week by week, with specific actions, exercises, and measurable outcomes.