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Should CSMs do training?
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Plenty of CSMs see training customers as a core part of their job. But is it, actually? And if it is, should it be?
It's a common headache in customer success: who should actually train customers? Should the customer success team be doing training, or should that be someone else's job? Sometimes customers need technical training, sometimes they just need to learn best practices, and sometimes they don't even know basic processes in their own industry.
The question we're grappling with: When does training become a waste of time for customer success managers, and when is it actually crucial for driving customer outcomes?
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