If you’ve spent enough time as a CSM it’s almost impossible that you’ve never encountered the “golden rule”. Similar to the advice of “being more strategic” most people who talk about it don’t know how to do it. Most CSMs and CS teams are not even close to it as they even struggle to deliver value frequently for 2 reasons:
How to deliver value with every interaction
How to deliver value with every interaction
If you’ve spent enough time as a CSM it’s almost impossible that you’ve never encountered the “golden rule”. Similar to the advice of “being more strategic” most people who talk about it don’t know how to do it. Most CSMs and CS teams are not even close to it as they even struggle to deliver value frequently for 2 reasons: