麻豆区
Customer Review
- Reviewed in Canada on July 3, 2025This is the book I wish I had earlier in my Customer Success career. Chad Horenfeldt doesn鈥檛 just describe what a strategic CSM should be鈥攈e gives you the frameworks, real-life stories, and practical tools to become one. His approach makes the transition from reactive support to strategic partnership feel not only achievable but empowering.
What stood out most was how actionable everything is. At the end of each chapter, you're invited to visit his website and download free templates and exercises. It's not just theory鈥攊t's doable, and you feel guided every step of the way.
I also appreciated how Chad shares personal, relatable experiences that make it easy to connect with the situations he describes. One of my favorite parts? He equips you with powerful, sometimes uncomfortable, questions to help uncover the deeper truths behind your clients' challenges鈥攕omething many of us hesitate to dig into.
One quote that really stuck with me:
鈥淏eing a strategic customer success manager is all about focusing on your client鈥檚 business, not just your product鈥 aligning with their business goals rather than solely prioritizing product adoption.鈥
It鈥檚 a timely reminder that we often lose sight of the bigger picture鈥攁nd that true success comes from aligning with our customer鈥檚 why, not just driving product usage.
Alternatively, I also loved this perspective: 鈥淚magining your customers as heroes in their own stories will force you to concentrate on learning more about their quests before you jump into solving their problems.鈥 What a powerful mindset shift!
Whether you're just starting out or looking to elevate your impact, this book is a game-changer. It's insightful, practical, and most of all鈥攈uman. A must-read for every CSM who wants to be seen as a true business partner.
