Since adopting the framework, CSMs are getting executives to attend meetings that used to be tactical status calls. Listen
Adnan says the conversations have moved up a level and now function as business reviews covering strategic items. He describes customers as feeling the relationship has evolved into a more strategic one. He gives no numbers for executive attendance.
“And their conversations of up level, they're getting the executives to attend the meeting, right?”
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From Why The Best CS Leaders Start With The Boardroom, Not The Product ft. Adnan Rahman (Paycor).