Berner: Dedicated implementation specialists outperform generalist CSMs on onboarding
Stephanie Berner · A customer success masterclass | How to build and scale a CS org | Stephanie Berner (LinkedIn) · Feb 1, 2024 · at 1:04:33
Stephanie Berner, CS Executive at LinkedIn, argues for separating onboarding/implementation from standard CS portfolio management.
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“The problem with that is CSM Brett does an implementation and onboarding process once, maybe twice a year. Because that's how many net new customers you get in your portfolio. Versus if you have a group of implementation specialists, they do it all day, every day, and they get really efficient, and they feed information back to the product team on here's where CS is sort of making up, you know, putting band-aids in place and making up for gaps in the product.”
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