Customer Success News: CS Lifeline. Not Without AI. Terrible Trio.

All the latest Customer Success tips, trends, and inspiration in one place. [View in browser](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313Jc5knKfV3Zsc37CgPFgW5THVKG5fhYVrW5xVNzR6WzDrSW49dlHn85Jvx8W2T2Wvc7vWWG0W1_0sR52Y8hTZW70NH1q5nkC4cW7LJ8FG6MzDCxW56hyh36119_kW5rV9-N3PFchDW4nhWmZ47KSqpV9DZvy1Hr5t-W3vmq_H1456B2W2xBDG68f-1_XW7Pcwzb97HRQTW26dgXT6RRW7dW1z9GKn2N1np-W1g0TMt5Nz48GW1zq1p25N3s8cN78Djxrm6PZ8W1XzCxJ5jtsmYV5_4q89b_MkKW7xvj7y405yBhV62tR86P2FycW4K4MBn7BmW6_W77HMdx8-WhnHV47wSP6Dg2dTW54fbX96Cm5bvN8-00q4jp8g8N4yBkMwx9VT8W5H5B-M6KY7GgW4Tf-G_1vM3D4W2JKm-f8KPM_DW8P81t64MzFdqW4NytX68nKr_2W4My4Sp8t0_cYN2smFf570VqGW17Tm6W2-RgpJW2DB5Pb1Rh40SW5srqfB6S8y48W3y4bwF8-ppMp31wW1) [SK_Newsletter-Logo-1] CUSTOMER SUCCESS NEWS • JULY 2022 • ISSUE 2 CS Lifeline. Not Without AI. Terrible Trio. [Horses-for-Courses] Horses for Courses Ready to build out a more strategic CS team but unsure where to start? Check out this [value-packed session](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313HX3lSbNV1-WJV7CgBzGVdvmyh1_2h85VSsgm_94Rtf7W93g5MH47P49CW7TpP9L35rcWZW9fSDKk8zlBqHW48fBTV8QbVxNW8jmM1M2wSMhgW1jbdSY2h-r3SW7pG7s03Ms5ncW327GPB4X6V3zW5cQ8Rw3p3172W3TBmzp3Y4NTPW6MsVrR799qkpW44X9047PrzXjW7WjBxQ6F9G12W1Q_Jfx1LTxsQVxn7v04cDc-QW3YqjkH7lkLC7W1JZqgx21fDJ9W2LWDwP7984BJW1HPGRv7Bc9LXW7wzBdt18d6cy36W61) between [Irit Eizips](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313HX3lSbNV1-WJV7CgG1CW6zv3Sm3NkfcyV8pF0C2lgkHWW3nbXST5RlbQQN7F5wT0nG_2pW5YqK2-3wH3ZBW83dv7j60mH7PW4x3gp72MXJGZW2FCPGc5tVZBnW6cRqkq1D7DMVW7f8vnK235QcdW5pYq334YGmkyN4BWMBrG6JQ3N2Wdz2FWr4VQW39HPmb80LYD5W1JjK6L90qKwgW2z1y0h9jdw24W8kfljZ7M0bKfN55CyfczwSW3W8kZ4h257hxBzW5HfHk_1by_MWW6RpY3M2hswb0W5qbBrL2y9mcT3m5-1) and [Guy Galon](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313HX3lSbNV1-WJV7CgN8kW2YplSr7brCzTW3Sw5Vq2BMMcWW3KjNW_1FqTsLW1lZpZ37zdxxfW8-Cwb-4T_XQxW31XqwG6HZcZbW5bDkcL3Z94GBW5kl-ds3mTjYSW7d6Bcw8nnd7gW2HD2gz3k84_RW4K_xzR2p83kBW2d9tsW87nzH2W45lNmn8_n5lVW46-Q005sWQf3W3RrbMb7K2fdrW8YKDlj2BpkfKW4VjdJ25mWngqW2pchRq4wN19SW6f2JtS2P4vWNW1QD1Wd2vsmkPW6CFBCd65nFymW7s7vS638zz153ffd1) which identifies 4 key CSM profiles you want to hire for (and the questions to ask when hiring each). [CSM-to-Customer] Too Many Cooks Can too many customers spoil the broth, too? “Yes,” says [Markus Rentsch](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313Jw3lScmV1-WJV7CgYXNW79t4gz20tk7JW770D3m16XB3tV6jsLr56_M_0W81svMr1K8p4bW7Vj-4m6Gx-b5W56zgws2017G2W4TGpg_5_RT0HW3x7hNj3hfPLXW5jQYCw5WbkN3N62LRpgk0sQ2N4fzfSYxHPW-W6RBTVV4XDHp2W6yVxkV4N5Yq8W7BnjXQ4_9KmVW87X1f39dqnXqW78D-Fw85g1SXN37_mjmDzxFdW4bB7PQ7y4F5VW1p_NvT7QvnwWW8nHlpZ1glXZZW3f925h3nlFMyW4pJ3Mf2y6qvQW6pVvNQ2h2_gSW864bWZ1_9mSJVNL4z37fgHBlW5rv7cZ5672Kz31v_1), “The higher the number of customers per CSM, the lower the odds for success.” Want some tips to calculate the ideal CSM-to-customer ratio? Markus has [got you](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313HX5knJZV3Zsc37CgMw0W4QQC7m3kzqsLVCTqTM7jX16dW406_0R5SpYX-W65gbvF2YMR4BW75wHQj5xss9bW1vC-9b8lst8zW41krVG2gKqX8W33n4xf9dsCpMW7J1VkB6XR1h6W67Btyh1GyBgYW1GDvpn95GlccW5rPK842zTdHGW11pB1s3Vf8HYW3DwrpM78jFxWW5vqL1k5mwgpjW1qx3DN6db_GPVC7RTd3KT8B-W8Tdxcp6Cg3_NW6rB1KX4V3dY-W7g18XW99DMM6W8cnm335XjPMBV95ZpH98v_qmN8DWXv-2knfSW6FXvmN1354RJW9cGTQm5snqH7W18NRDG2f5rPCW1yjDV71ZJdWMW3MY-RV6QwdZXW1DXfFR1WnFRmW281pTc1mQN8QW8XGZ-41qw0XBW3R-38d8y2CVKW33VWpD5w2S4mW2zqRv27mFHFZW1GnSyD8fr4JwW4T7W_L95g6c0W1x26C28SsV7rN63N-kNsP2jZ31Qh1). [Not-Without-AI] Not Without AI What would you do if you had more time to focus on meaningful tasks? No, really, because it’s not a pipe dream. It’s a reality. How? AI. Check out [this article](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313HX3lSbNV1-WJV7CgTtWVgKHbL6WNnHzW5Sc-VW1_QLZXW3LBSnB70QJklW5Y3s_p8hqKY8W6G3yrT4tHY-SW8RHCvh4kqsfNVNCPl43wz45KN2dWFC4tJkyrW82S4MV5kL1njW3lV-b456tQQXW3ZxX6G8NW4dJN4qx_RrhFpt3W3nGGbP5WKfK8W7fjtYR99FdpgW40-G041qfKchW271HBw6XzXNcW22qx9R7TLpCQW7z2lPj6pwQ8PW8dFBnd1kg3LhW5JW97m2mSvVdW8P-KLy6q7sh2W2fPWQw8QTv-T3hNx1) by [Tomasz Tunguz](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313HX3lSbNV1-WJV7CgKNKW2_bJq04QxxBZW89g6sR2j2FqSW5qW_8j5W3NPmW3WwgxJ98gFTfW3D1xdN6KP3HkW1VPDk42c7tq9W5cBPXB5-dKyJW24nTF15FBv4GW5p-b8r4Qcy1YW1PB79d2BsCMgW25DYRN7v3RQcW3KybcP6TG7M5W7DL-KS4pqFlfW1TVK6L6yjbVyW25wmfF3l-_X-W9d7Hmt7wDsncW1T4PYv73CjWlW59GtWm6800T9W5mjPK48r_mT2M_g_SsjDxRWW8pgjPy63sQTFW8gnF5j4Zmrrm36g71) to see how AI can add more to your customer’s experience, your strategy, and your time. [Terrible-Trio] The Terrible Trio What are some things that your customers dislike that could actually cause them to churn? There are many, says [Lincoln Murphy](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313HX3lSbNV1-WJV7CgK8hN5P3Y8YYx4lhW2WKtkj8JjqBFW5FGrtm7dSPNdW3jdm8M6SBs1WTp_w48bxYLlW1Llbt48wZ-z3W1gzHRr80f7JbW6-Ddw28lPGtLW6R5xkQ8-08K-W1nFmfJ1XqRNVW8vTHZD2RRtysW5sg0q57PjMg3W9bB22n2vB2WRVSpKsQ367G7zW698JdJ2MYR52VQXbYr2pF5byVFf0565728w4W826knL5NG3bFM_0gzP8v5WMW1_Yfp75th0vJW1gHM5877n38ZW5YS2Mf258xrb3hy81), but these are [the three they hate the most](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313Jc3lSc3V1-WJV7CgYJjW62vB9341g_M_W5gy9rQ4G-2ldW3n3JW672kgtCW5BlknT4S9vxzW7fmCpC76NkhmW6-K3hN83PK7_W7vlQHq7SwgYDV3rvDx1HlBnfN4lXx41kK-7MN2hG2j2Q00FvW7kxM5x3Skmf3W8WKHKP3lY7CwW3dMl637qyMpBW6KQyRx5yTZrFW7CKGs378rHDgW5ZqFvk64FWmlW6Dz-TL3RlVdLW4Zkp8l92Zgb6W8hvCW378t0SRV4FPJj3V6hV4N2lZC0PT14H0W89kG3h6p1Kf5W89CT9h2rRdfZVdkdWm7HJ8pr3bFB1). So, try to eliminate these and avoid a ton of potential issues. [CS-Lifeline] CS Lifeline “In times of economic uncertainty, your current customer base could become the lifeline of your organization,” says [Maranda Dziekonski](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313Jc3lSc3V1-WJV7CgSmpW3-HysL3BLNF0VPW82H2dyKggW3X7cML4KgSJFW2BdxDs1zTF-pW3TVzwr3f6xFMW45thxT5Bqc9mW2ytfbH26d-h_W3CFfF24g99DTW1yWp3g2bSNvTW2hBJhv8ZD3qkW88hBK925FwnjW8qGm8W2c-8z3W4p8QNG4kshWZW89gRpq4Kln5KW7wsXBR5rDCb2W41HLYs8MBW67W7C5BvB2QWW-qW6pZZs-37Q0LLW7lv_JX2T2MslW5t71Tx91pJgvW8DSkPC19ysJzW7l01vG6GkRytW7tG-qk7c6rnYW28_b6v4JPsc435HW1). In the midst of the looming recession, this is a [good reminder](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313HD5knJGV3Zsc37CgKb0W3QFWV93MtFC7W7M0bWM4QkkqZW2Vfx8z32KqmxW1M0H2M6Rb9qfW1QwMkk6vqZQWW81kDR48Vv_NqW3mVVbD986yn6W7-621X7zBghpW6hsX832h-LXfW2ctPPS88-7SQW3znj793QWJZTW2kRFY_3cRnYnW5lyKMm7nc5BXW6VMn8b1BCbWxW5YBDL543R7MvW3cKQ9v5SCXM4N45h_6Cmn2Q-VdD72T6hvWbdW7qR7NR3Nd0J_N4ppZ_lMVH8hW99Rlwd7DJx6DW3435VS5JPQg5W6jGLM31LpTnhW4q11n-6dkgjHW3xKJGx1dMQXvW6wdfJQ7pnQm4W2TfzNh1bQdPCW142Yq94Pq2bqV1ZV4b1Hk7DYW8NbFSx9gqX9MW5-NVhn4ZxB-TN6GLJmBSG77wN48_MGmw5Sy6W4ZxcVK9kKJRtW699Cdr14slZWW5YdRfC3kxRwQ3bH91) as to why having a solid customer success motion is mission-critical. [SK_Newsletter_LatestGreatest-Header] [CS-Survey](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313Jw3q90pV1-WJV7CgLbbW4HjGXy9d9x2QN21yrMjdsJBKW8glw6T1QrtlHW6wVPdD1G1_NpW3Z0hmy6qfztVW7xVzG-13N6pMW2-Gs2s8-vqKyW3Mh3MP6RnK0pW1_Dl-Q4Xnpd_VZwbB94Y9TWRW25Qvn07cnh9SM7ZFb5VJW54W7vGq0M6zSQ9yW78wFSZ7qKF0WW6gFbHv3WBWCkW8NlDqT2M9C1qW1s0v4g3Wd4GXN4m5DHcWSfcvVs-0642CSw9KW1vcfKy64g7cJW8NWGCQ7_XKhjW2NdW7d20JS6CW4qVNrh9d7LjxW4HppkT13HCrTW40djtl1FHg12W3CfVYf4tNBt-3mf51) Global Survey Report Check out all the latest CS benchmarks and trends in our 2022 Global Customer Success – Intelligence & Automation Survey results. [Download the Free Report](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313Jw3q90pV1-WJV7CgZ-mW7mgMkQ5GRZNQVqVjyS6QHCJ8VvVrky70PwFLW2PCxXC7rSs5pW7KN9VH8HB8hrN84twB18SC36VYKnc52nWrN_W6bMG6b55w63qW42GR3W7-gQhcW3r35yw2ht6NwW8_DBk91CFLyfW63lhrr8NW9PpVPPK8y8vjJp5W7NgHS_11MVxqW4-n99m4FK6fDW4Q2nx929hxJpW1bbrlz7WlbJtW45BbcF2-GtFqW5Q-YcN50sJ8XN2dmVDLQSlNDW1px_nX4ymm9RW37W70V1C3386W7y7xWb7vl92tW69rwj14nsqyfW8yvx5N6zD6BCW3FY1hX2_61S83dj-1) [Webinar-Recording](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313HX3lSbNV1-WJV7CgSJhW4zX6pN8McWjRW4NyfTW9kzdWxW8xYjCz3FqpCqW1wTHZy5HxcbfV304Df9cz90SN2Q0ftHvbZkjV8cxWY2Jc4_QW7cnzWM8Nx5h6W6lgc9V1W1qqmW3HYSpC9gs6ffW3LRgsm4jtmwYW8jhy2K3wRWm5W6-7g8N5PMHGwW3zPcyF8dQ-wJW3R30XC3ym2kDW6kqVkm5tf-nzVkWSJF8cDyCNW4-Mc6P58gg6HW8VDm-r57PJ3TW1lpR1-2HhNHKW1mL6cQ5LlrCwW37Hc578DK7sr3ct01) Webinar Recording 🎬 Watch the full recording of our recent webinar Driving User Adoption in SaaS: Essential Tips for CS Teams with [Prithwi Dasgupta](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313HX3lSbNV1-WJV7CgKNPW2TFjfc4_Sn_1W6NmPTS7S12QJV7h7Lv7pjYSTW4ClFMr1kTR1PN14H306_QM3xW61NKsd6SlPSNW1w-s0l6VckMdW7-hfc61ThTc7W4RVZ0h506WcPW3W695t7GTYRZW7sFP_F5YMQCTW7sb8KB7njKZhW4PLd873SLDpGW6g5hVN5mgpQkW6Qk8YN28-NK8VljLxF5dmpPKW8-gWxH49LCQVV3pzvd9cP2TdW3y6csF4TrWbVW8wqWpf7jc1m8W7yH_Gd5hNjcGW8m13Ls98Tr5s3cdC1), [Jason C. Whitehead](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313HX3lSbNV1-WJV7CgLYmW6k2L-V10jSBmW7FkxW66Yv2mMN6_CHY2TJkYBW73Kcm67CdghxW8jVBKD2tFbn1W5JXVhP79d5CYW1Bg-yb1C-rdMN25KxmHRM2VjN24zCxYfp1z1W4TfL8K3Prry8W7MkSpr29hs_6W4ZCntz4kGWzDW3pGCSp6BG7_sVrjjDb41wxZVW2MKwSq4v5ms6V1lwjQ722fYcN8ZYh2b_Tk0xW5DfRSY1jj-95W8Z_SxS1ZDJx7W5Mc-Gd4ddP3KW7GnkVv1hJNvyW2_R0BQ7Zwy9g3qlN1), and [Sue Nabeth Moore](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313Jc3lSc3V1-WJV7CgTfSW99Bl9h37cym2W3hh4539glmJ3W24Ly4d8QqR5xW5gLRyg8HdFQWW1cB_Rp7vjVNTW2_b_gC5rYpQlVFcy1S3M4fLRW1tsFQm2ZXfSlW5-MJ525Lbbd5W3GSXVq5QcFGnW6Js1n413rYzmW7VJL6X3yy9J1W5sHhrK98YSMVW59rP1j7PFnWHW6GW2Gv39m4BZW4s1Kcj243gRCW6lL5fJ4kzvmtW4J1kXP4YS9-dW2ZJXzQ650CxdW6F1g1C6t30vlW39Z3WP1H_knwW2VwDR81mnxqsN3dWVWstLF2MW93cMSP7mFKCy37wt1). [Watch Webinar Recording](113/d2rn9K04/MWbbvMwbxBTW12DTWT1xRwsTW1xTZ7Q4MZTxnN4313HX3lSbNV1-WJV7CgMbnW8b4WqB6-qZxRW4P_K4V2LMg4jW67BL0M966D2cW3-vq571lZqd7W8GY0pY203-5zW4NXCvH3Wcgm4W2cJHr36Z4vp5W3gtXLH4Yc-qvW5lDpcK58-fxxW1P72rY8pmDTwW4SB8wQ86S36tW4xnmmh9f7dCWW7w-Rs8614nHKVcfDlC34m2C2W6Fztt04tDqXyW2w43hT8Dh5lQW86BV1K12j1JjN2vkq0-5L35kW7hySBL30d6YlW3W_Nrl4j_jCDW3XPHfd3-gd22W8Kmmfs7GmjXF35vx1) Need a deeper dive? Explore the SmartKarrot platform or book a demo today. 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