Practice and experience make CSMs perfect, well, near perfect. Good CSMs can anticipate potential issues before they happen and can timely mitigate them. A CS platform can maintain an inventory of risks so that all CSMs ̶ experienced and inexperienced ̶ can be aware of these risks and document mitigation strategies that senior management can review and support periodically. Imported support tickets or their summaries and usage metrics act as leading indicators enabling prompt course corrections. This overall capability reduces the overall risk profile, increases the CS function’s collective maturity, and automatically improves customer retention rates.
