CSM Practice - The Customer Success Podcast

How to address UNETHICAL behavior in Customer Success

August 18, 2023 Irit Eizips & CSM Practice Season 2 Episode 30
CSM Practice - The Customer Success Podcast
How to address UNETHICAL behavior in Customer Success
Show Notes Chapter Markers

Join us in this enlightening podcast episode as Stephen Fulkerson, Vice President of Customer Success Research at TSIA, engages in a thoughtful conversation with Irit Eizips. Explore the intricate world of ethical predicaments within the realm of customer success and discover effective ways to avert unethical conduct.

In this episode, you'll delve into:

  • Real-life instances illustrating prevalent ethical dilemmas encountered in customer success.
  • Valuable insights on how Customer Success Managers (CSMs) can effectively navigate through ethical challenges.
  • Strategies and approaches for mitigating and preventing unethical behaviors in the pursuit of upsell revenues.

Tune in to gain a deeper understanding of the ethical landscape in customer success and equip yourself with the knowledge to foster a responsible and trustworthy approach in your professional journey.

Watch the full video on YouTube: https://youtu.be/YjbOhJWqrd4

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Additional Resources

📑 Blog: 3 Ethical Dilemmas in Customer
https://www.tsia.com/blog/3-ethical-dilemmas-in-customer-success

📑 Blog: Importance of Customer Communication for Customer Success
https://www.csmpractice.com/customer-communication-for-customer-success

📑 Blog: Who should own the Renewals and Upsells? Sales or Customer Success?
https://www.csmpractice.com/who-should-own-the-renewals-and-upsells-sales-or-customer-success/

🎥 Video: RENEWAL OWNERSHIP: Account Executive Vs. Account Manager
https://youtu.be/JiNO5V_35Z8

🎥 Video: Who should own the Renewals and Upsells? Sales or Customer Success?
https://youtu.be/18xNjmyA6Q0

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:

1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here

2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here

3. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here

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Intro
Background
Unethical Behavior
Renewals Issues
Recommended Approach
Early Renewal Dilemma
Shame Game
Overselling
Dollar Renewal Rate
Compensation impact
Preventing Unethical Behavior