2d (edited) • General discussion
Reframe customer risk
I just uploaded the deck I've used to mitigate risk and re-orient the customers around their North Star outcome. It equips you to lead calm, objective conversations that reconnect current reality (adoption, behavior, execution gaps) to how the customer defines success.
Rather than escalating concern, the deck guides customers through defining success, identifying adoption barriers, and recommitting to the right behaviors, owners, and milestones. It reinforces the Modern CSM superpower: influencing behavior through clarity, structure, and shared accountability — ensuring risk becomes a moment of refocus, not friction.
This is North Star execution in practice: aligning objectives, actions, and commitments so customers stay on the path to long-term value.
SEE IT IN THE IMPLEMENT-STEP-BY-STEP SECTION --> Make them accountable --> Risk mitigation approach.
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Reframe customer risk
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