Why Excluding CSMs During Professional Service Implementations is Wrong
A lot of things in life are not black and white, but I want to chat about one thing that at least in my mind is. It’s the matter of whether to include Customer Success Managers in introductions and onboarding when a Professional Services team is involved and responsible for implementation. I’ve recently been part of a number of discussions that ask whether CSMs should be introduced before or after a Professional Services team completes their implementation. I am also often asked how to manage the Sales to Customer Success handoff when Professional Services is involved as well. I’ve…