For those CSMs who have been in the uncomfortable position of having to give the customer bad news:
How do you handle it when, for example, Product can't or won't program an enhancement or feature request for a customer. Even if Product is on board with CS, there may be roadmap issues, backlog, etc...preventing them from scheduling the work. How can we deliver this news and maintain the good will of the customer.
An aside: If CSMs are measured on renewals, the situation above may cause them to churn. Sometimes renewals/churn are out of the CSM's control. So is it... (More)