What is your least favourite thing about being a CSM

When CSMs are being asked to give the same updates to different people in different channels because:

1. Either there is no clear system of choice for the customer updates

2. If there is a system of choice, leadership is not enforcing its adoption, so people are doing their own thing

3. Leadership themselves are not in that system of choice

If the leaders don't do what they preach and expect CSMs to update spreadsheets, slack channels, CRM, create PPTs, give 1:1 updates, etc, it is a sign of poor leadership and the CSMs suffer because of that dissonance. That way we can learn a lot from our sales counterparts. No legit CRO or VP of Sales will ask you to do updates in an excel sheet if you have a CRM like SFDC because they know that there needs to be one system to show progress, impact and monitor results.

Let me answer this from the perspective of some of the things that frustrate me and my team.

1. When the role is misunderstood or confused with that of Customer Service or Single point of contact for everything.

2. When internal teams are unresponsive or uncooperative. This can can hinder their ability to provide high-quality engagement with the customer and be the trusted advisor.

3. When the partner responsible for the solution implementation does a poor job and throws it over the wall for the CSM to take care of.