The CSM Profile We Keep Undervaluing
Customer Success has drifted toward commercial output as the primary marker of a strong CSM. The cost is showing up in other teams' queues.
Customer success, technology, AI, and a few useful detours.
I am Chris Cardone. I work in customer success and write about the practical side of helping teams use software well: customer work, SaaS systems, AI workflows, technology, and whatever else seems worth saving.
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How I'm Actually Using AI in Customer Success
A practical framing for using AI in customer success as leverage around the relationship, not as a replacement for it.