Customer Success News: Fearless CSM. Crushing Churn. Building Trust.

All the latest Customer Success tips, trends, and inspiration in one place. [View in browser](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC6k5knKfV3Zsc37CgZcTW7Ldbb38pskcGN5B12vbLt0zcW2L_z682jMdG4W3dst2J95rNs0W8fmpyC6sDgFDW6Z6-fm83G3BRW3kZ6Ks1Km3pKN7zbm-mkzK24W1HdsPC7_xPDVW5wNJ4M5hk-4WW6kQ4zT193V4kW2qfWzY6QYxZ3W8YwJHM66yMSVW86nqYk848k0CW8s07pl97TKKbW8btHMb5dtb-CW4thsdZ8ywdb5W7s-Bc264Rs5jW3rrGff3vwgk2V4z_WY3tJDmLW5zZlSc46H4WmW8P52t82Gxmr-W2BwZX45tXwNvW80VSLm4rWbMLW4J9b6p77Hd5VW6tsKs_2WP_GRN6s-qKcWZFxjN4hwrydXSV4VW3lY09t8xnZS6W6rjyPG1Mf86MW2KyKw4235qvmV6jwhv7dJjhqW3rpnjT7YTp-BW6NVB7-4PbKtbW3cYgnl1pdF-tW2lSzpw5xQZ6WW4mnm0x89HhQZW7Y_RWm1njfqfW2kSjF-1KdYcCW15mzkz29BfcG3n7g1) [SK_Newsletter-Logo-1] CUSTOMER SUCCESS NEWS • APR 2022 • ISSUE 1 Fearless CSM. Crushing Churn. Building Trust. [Fearless CSM] What would you do if you were thrown to the wolves? Stay fearless, says [Kevin Leonor](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC575knJ3V3Zsc37CgGHbW1ksNl_7qlPB8V-41Hm5Xww-tW886xJ_6rpsTBW7JB5k894jRG7W2pYjrW1hKmHkN1kwsY6hTQQGW6yGRRC2vQlH5W45MzSr5ZNTfZW6FNcFd8pPH34W8nndwW8jkj3gN61mlzz2rJt9W9bbcbR4HYBZFN76FBrqYp_WpW7VYvc11hKmx6W4rR7xX6JTTKWW111v6s3_L1cvV70P-h7lFGwXW8Lzln21K20j0W5pHlVz4l4BgkW4zhg3s5rZdHjV28LF770wgrzW8rWQQL7xCD0GW3VcYqf9djW0JW5cB-lc86zHmCV-W1G59kZcTFW5l4SJP7lDDg1W5Rj_P67vh5LJW7SyWjR4fJqWZW4Cd2lq7PW8GBW8J95yz4FFnq6W6fq-MQ5SPNG8W7xRvW573llrf2vf1). As a new CSM, your first account might be a red one, but you can come out leading the pack. Here are [six potent tips for transforming](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC6D3lScmV1-WJV7CgVgDW4kjG9X2LgCmxW701N9b97H_5HW5nC3DG1Jwd5LW7-zxqj3V54LpV45N3g6jcxqLW3FBQDY4hFlQTW1Rzrmd64G-ljV4WyVW6k24bLW2KscX62-lZF_W7ymmCS3zLMtYW53htc67z6ddvW7CMz-J9kzvP5N2qpR4ngp9GKN3LK_DGWDg65W2ZPgbH1swQPsW43jD837bzcGCW5NNv-l8gm4PgW99WCdL3XJPJsW6R2kTz213P7XW4cXT-b6lQfGJTQjP36wCfxcW7M0tgV6qWB55W5bCH4q4pDyrkW3Cy5Sq4BlBncV_P5yl4kWkxBW8DlK6G17mnGS37SM1) an ‘at-risk’ customer into one set for success. [Artificial intelligence and emotional intelligence] Artificial intelligence and emotional intelligence walk into a bar… Seems like the start of a bad joke, doesn’t it? After all, the word ‘artificial’ is typically one of the last things you associate with emotions. But what if AI can actually make teams more emotionally intelligent? [Bryan Plaster](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC613lSbNV1-WJV7CgL-pW7dC1jV1B_4ZzW8D-ZXK7QBQryW1SrBkV7T0q-tW7qVL2n42_h9hW5yj62m3llM5QW2RW5TL88zqtlW1Xj-Fl1dW4nQW7-5_5y2fxyvYVq0N4W59yzJQW55D_gz36w72pW66tNbb887hCjVvLKd86srvFPW8K2jK92PChwvW6NzL096cZHNTVwkW_N5PpfXTW4gPZSp7XVW6qW1FM-5s40SF3jW5dVclc6tCKcVW8Dfg8C3MBWRKW6kPTNh8d9WpJW1jysWB5NXFRJW4DfRqv9dWvz03mw51) and [Daniel Limon](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC613lSbNV1-WJV7CgZlQW8nQfjn49pdMgW80h-GL5jksRcW62J7wC3kVgkJW6Db4Yn2pCNcHN1z5_gjbxgQJVL4ZvW8l3Zr5N6R3Ct-DjL6GW39SXGt1qtJ32W5JFWtL7DDTXwW9fzHXj2T8Mf1W3v5_816SwDJPW8hdl2H4fNN_FMn6zD7n9sFmW1J90HT9h61mLN7_s03p6zrB2W918vDM6vWpQgN2tfHfWHDxvnN7wsB6_VTYH0W1TW5Gw6SKvWQW4vQM88537GKzV94DPP6dbKqKW4Jf_jq4H65KS33gd1) show you how in their [recent Harvard Business Review article](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC6X3lScGV1-WJV7Cg-XLW6yKndS107gqbN742rtvjHZCjW4jCWGl6QczbFW4Qn5f91M5N1rW20xSY-5g4jd5W1SH1BW7qhv9NVL96G-2TBDDMW3hKxY_1rrLshW2v--4_1Jkh9qW3-vjhH3yCn1DW8kRmQm85YD7cW7p0MlG7yNMqXW7bV2TC7VN7N0W7kxd8k2PTcxDW2lc75C1db-YJW2bNXKd34NSR8W4Ys2b08d0_j5W38l2pd52GhL7W862DzW3BpWldW36qFcV1kj77RW4DV4f12HdtP0W95vbZW2WmBc-W27GJBG627DfFW4327MV89V_mFV9DVPT7VNcLDW4ls3zk5VJb28W9l89r81wMgNxN48qZN5Srrbr3hKx1). [Spot Churn Risk] It’s the final countdown! 3, 2, 1... Are you nervously humming the Europe [song](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC613lSbNV1-WJV7CgHp5W5L-X3C4wvmwRW6rrp2f4CtBbMW8rZRG_7q8fwBW3jL89F1-8l6mVWwdTk3P90g6VjcBtc7k0M79W19C2-J5715HlW4RC65X54GJ2lW56MzJD1JQ_dBW86vN2P1ZQ74NW5RZLWn1gMwLgW775my743Ws6cW9cKK998zc27lW92CsvD6nqj-DW1Vjz2F2nW_D6W8td8X97qg-KHW7ZZD6j38xzyRW2fPlr35M1_6MW8KNbr422pcqzN5s9jJhh2-s3W1xCfWX5x8NryW6-0HQd90MJYZ355D1) when a customer is about to churn? But how can you pinpoint the customers at risk of churning? Chief Churn Crusher, [Anita Toth](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC613lSbNV1-WJV7CgHBQW5XfB8Q55yzPGW98Cy513c_rn6W7RPp5g7FxXW3W5FrWwj7gCnsWW9c82x12s-P-MW1C-PJM7wDcj5W411zMC6HsvXRN883QyN-9jLxN56xnb14SYYNW3gMlhq8ZRRcBW8nr2ll5N4XsgW3n-1H76Xk3KYMRtRgF4M8gLW8v5N0v7DWfLNW1LlBVD634B9BW78fpX25xL0Z6W3F-rfp4JZzXfW2RN-l22tlDTZW2yPnh98g658FW14VVtw7G8z9zW19Z2Vf8hWvrgW7yBkmr7D1Y9J3b7Z1), has you covered! There are three simple steps to figure this out — Read Anita’s full post [here](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC575knJ3V3Zsc37Cg_4qW4Hn88G5gNFybW68zw-25CZpbyW42v-2p4Md3dLW5v610r5M-XGxW6S-VFc7_qRXXW5mxwLN1MsNxcW6LMVpV39F_77W9jR8Qc6DWT3mW5_LNV13xdkbyW7MDwcY2PJ7gDN4VF__-kC2w2W1YL_B-53mKh7V5WHXj4ZPCDVN6GQLhGzJS_WW2FSr7y6zCnXCW1th4ns3vVXRtW95HXzj32qp78N3LSyk_HHp5DW8wb2x-7cQdt7W4xTMsX3lYrvlW7nxKbT6dpFjYW5KgsJf3qHrCxN2WBWkJ3W07xN4DMq38Y9PK1W1G2gZs8mBx94W1qBDP93nnpG5W7g_Kb03WLb5TN18ghk-21TQ3W19533H8wfR_cVlT91H3b4FQhW4v0sCq24vp-CW4rnxTZ5wbnxr3kgG1). [CSM_Marketing Team] May the force be with you, CSMs! “Customer success is the best form of marketing,” said [Hakan Ozturk](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC613lSbNV1-WJV7Cg-tVW91V4Gd53TvdqN84xZxfnH1KKW5Ndy1K5hWtrCW2y09rN827crmW8WNKLX6p2xJhW9kQ30v2Z76gKN5k5bDchPBQqW3bZ1gW2ryZ1wW86sqnb878w_2W6NVJwT3pqVn5W2_y9Yt8g04xDW86jbgl30RryVW6SWZxC8JwgHHV2qj-h7gJjS9W6kDD-c5s789mW7Q4mzm2YZgNgW8Mlg8l8DxHhRW6KMykP5zv5_1W30PhLP80SB0BN5_h6BHjRpFgW5x85nY1_-_fFN8wvKFKnrH3T3jps1), author of “How to Become a Customer Success Manager.” It’s the force behind customer-centric marketing, a trend that’s been [gathering momentum](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC7c3lScZV1-WJV7CgV3fW4BLlGg9hnjLJVGrPks97nz96W5s17rt8FpPx9W973Jb-44B8jlW25TXKt5h0ZnLW3p9_-s4BL9P8W6dsjwF6dnC-pW45fR1V7hVlbQW5s-0ZW5kd5SYVpDbp76WzZ6PW49k2Nd6NV20JW4SxSfR8Sx0_mW7FmHTh8syzpXW5MFCpV61zCnGW91Hh_-5pdRdmMXj5MkBMZJgW4JSDdm7yZMgpW1WlJXD4JNwf7W7NjkDz7ZNSjBW8F6_tm1p8S2hW1JBfyH37GzCkW7ZrYYc1Qch-KW2n4_861nNxDZN3nj4qT2R5GWW8wLJJ317Dt6rW50LM0n70LF0QW2HJ8k41KtVfXW4vdwZS7LZ_N9W8ZN5F01CpBJFW5QQyC41SCTkS32j11). The magic happens when the CS and marketing teams collaborate! [Sales-Onboarding-Pod] In pod we trust! Want to eliminate friction between your sales and onboarding teams and promote a culture of trust? [Adam Jarczyn](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC613lSbNV1-WJV7CgG5RW1LqJcp4FBrVqW30VSyV6z54_TV3tW7h3t9tyFW6D6Kkw68Hp80W4FJvMK4JBT1FW3DXlMY62k0GRW74RJd-11czX2W33mZ4W3VPC7fW3vqYN52WrCytW77JYZ21Q_t1wW5j0G2x3VxB3gW48p_-L4vJWCwW4d73XV8Nz5XsW1gVX6G64dSX9N4QGqWW_dwBVW2ltRnP7dNjRqW4z_wbt48MhkzW6gtlYC1SS6CZW4BJ3WS2GPgNPW6Nqkft2NgryHW2YGP5c6w4DppN1qZGNTFClMx3mGX1) and [Siobhan Sweeney](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC6k3lSc3V1-WJV7CgQqyW1xWTjN6NbGDCW1GmxRT79MgSLF7x0CLf6CjVW85PzCy1llSDdV466QG5N6H5ZVVV_BT4n7THMW6BTqp259Ms7PW2Cfj3D4Kx27sW3rn5gy5176JKW3tHMZB33M_6dW5XvWBM8fcM9ZW5HVCgl79CvfCW45wR746H91MzW36rVBT4YStNHN6zB_kwKb4V8W1F8Ht28_N7kjW6YJHmk1D5jgTW98rg9L66yzpFW1y-MJQ3DQj18W5-wD463yn4hqW4-L2053lzTZwW7jKRfv8H6lsHW7lVbNS6LHYpRW74JsLp3FZFgt3jSj1) have an innovative solution: Create sales-onboarding pods—where each pod functions as an independent mini-team. [Here](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC7c3lScZV1-WJV7CgGlcW6tnqCY8DJcYkW8Zj26Q28HYR6W7sjyTg2R_b08W5mLwLB80DHMDN2d0P_Yj-8YRW48XvNj7HSJ7ZW5t4sVc23L3Z3W3dXgGk8TFd_1W78l2X23Nr7QDW4Rv41S7td0KmW7tmNm86LbbqSW4bJkyj4Gg8xNW8sdb7g4-lN22W57HspR1XlKNcN4wWd2pg3tsrN34tqqxVSHLKW36TJlR4H7vdfW9jm0mH7qn9BzW3Hn4FF54kDtRW84PRgp2hBnb_W8TsRQg8hR2JJW2hdwTY7q7nkcW52XfND5RCS6_W5rRqK27ycdRVW4lpz-J1VGF4lW41sbmC5pZ4p_W4N93SR6673dsW2j4g9M9bkGYzW623snW6x8VhMN4x31y67qSkk31KZ1) is how they did it. [SK_Newsletter_LatestGreatest-Header] [CS-Survey-2022](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC6D3q90pV1-WJV7CgQ95W14ryyN1rG1W9W56S7Ny9crXhQW4DXC0W4rZqbFN1C1KhcXfLSvW2ffmMz4nYrrZW3s0C7k4hN4QSVf6HQl1zTdG5W8fGtLr1VYmVFVDP7lZ27zGNfW4g5nXX1BGFvqN3JpYkJnjsRJW6pcDLJ2kv2n6W7h9hJy14WxzBW4Z5JzD5Zwh-nW4kh5Rp5d-twMW7nWz024gtMR2W8jzQMQ2PjNm7W2415sD7XPxGhW4-Nykp53M1kHW4Gv1q05HJsQyW3R60651qmZfCW3829hb8-QdnnN3rpwK3KpJnQW939K9R83hDTSW8_XfwW7Yk-HVW4cRCR97rSVqG34Bt1) CS Survey 2022 🚀 In only 5 minutes, add your voice to the discovery of key CS trends, enter to win a $300 Amazon gift card, and be the first to receive the final report. [Take the Survey Here](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC6D3q90pV1-WJV7CgTMtW169jXX7xRYr6W2Q32GQ5vtTBrW5GBVyC27gCctW4tDmys3x8gLrW1qq_D12rt4tDW5dgNtK2CtMzDW44JQyW4gfsy2W8X-cWp6fw0_8VvVLt38hBrHvW7MGfv24zF8drW4Y0vxP721qqVVyzzsk1QtXk2W7h3Yr-3NPq_XW1SjK9J2zkSGRW96l0hr7XP0g4W9fdVRx7khvy_W64hmfv6qJH-XV1mwBd44R9tbW96hj9L7sTnP4W5Nb4CY63pG6PW6grYsY4HWyKLVGWrVj4zGBnwV8pm8V1FNFR2M2hwTjt3vK9W3xNHJS5b93w5VzD53S88Zj1y32XJ1) [CS-Champion-Webinar](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC6X3lScGV1-WJV7CgYRZW3v4yDM3lTM2qVRNz6V3LNJj6W16D6LV6ZgmwpW1yDGnC96VL8GW2r_4B05Ngf4GW62Z8vX90pWLkN78XKxl1HV9lW1fFN9G33mCN6W6sq9Qx7TvdjKW4pgtPv3-7zzLW8HHsJk78C9mcW6tpVYW56Fz71W7yVm8z4f1vccW8Xt9-l5sPvfwW4CQ0my2q69kfW27bHkW6gGnkLW9jtr7T3Y0-rxVQ3zG33S4CqlW6qbS4q7SWB4LW96nvwY6_GHgpN6JhftmPSJkyVCh7NT8hJrX4W1Tfm9467Jmy8W5c5nZs1rJxvcW6TGX1p6vljc9VKPjPV3VY3V0W5pD5x-19Z6q6W3QdGj056ybwm3mp_1) Upcoming Webinar 📣 2 weeks to go! Join [Andreas Knoefel](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC613lSbNV1-WJV7CgDrnW8nBDP865v_tZW8m9Gmb3H8VTjW4ZLRRf5lYKmmW8DW21y7P3mDrW652-Y47yFdcHW17lt1V8k1h90W72NjM42_9MB5W36qLZb4cTmPfMDvTqv6GyYsW8Q-43f1kckXvW93TDql6ntJbnW3kShcF7TN93LN3HPhlsqX8FZW696kqW7J57HVW5hRfW47ksNtKW89yXcy8h7-TqW4btKJS6zn8hJW8FXBrb65NhmWW20H8bY8SFyw3N8KcSXCZ27HJW58VrxX4nsy-FW3mpxzB2Vv8fB36Hq1) and [Prithwi Dasgupta](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC613lSbNV1-WJV7CgMJtW3tGCLZ6nW3YrW4fTck12r4L34W64B0Cs1mSNLTW2J488-3S77BxVQmwL04ds31BVm665C3tCt2WW7fxFPK5VqZsKW14CVKy1d1zGNW1CCBBr3Pr7H_W4lM4cZ6_hdtYW665zkl6lnV4wN4j640D3YnQPW8jmpBC3FBV5QW3vk47y6NWBjNW119kWL4yjZb5W3Cq0NK7wY76CW5tBzDb94hDTzW1FZVWN29gwxpW7P-ztp94BTm6MQKwYPY6XBWW2rzNGk70FnnsN7kJqm3V_VGv3b3x1) in the 4th and final episode of the CEO Webinar Series on Wed, April 27. [Register Now to Save Your Spot](113/d2rn9K04/VX1CF2493B3XVqZz9663FYW-W15bp5B4HV58xN3hBC6X3lScGV1-WJV7CgYbKW4mKDS51BLcjyW4gkxvm1DZVQHW21Dwjb61RQtgN6lvdqqtQvnvW2_l9Lf3pCnmLN4k7wT3RcZC9W359nX_2X9QpRW4LjQ2w6g3hkTW51BQ-w9d7F5fW3QqKQw1JkzgCVQ4GZh5yyPj7W5GrLlh4Hzv9lW35K14F2TJzyxW2W7NSk6NKMS5MbQb-17_8hdN4KkKpspR6-SW8gGt8j6PSLn7W6216lP5X95GFVlMP-y76GV49W3FcWbC7bydhHVkDZXs949L0lW3ZkhM44brpwGW1VtGcl4-hpfNW3J-BHP2kBwNDW3WRvTL1hQ3VBW53Ks2x5pqfX6W58lqrD8XN0WqW5Ng9W47xyGvz38vc1) Need a deeper dive? Explore the SmartKarrot platform or book a demo today. 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