How to address UNETHICAL behavior in Customer Success

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://bit.ly/48z3b81

📑 Blog: Importance of Customer Communication for Customer Success
https://bit.ly/3HAtU9h

📑 Blog: Who should own the Renewals and Upsells? Sales or Customer Success?
https://bit.ly/3UYaGCo

🎥 Video: RENEWAL OWNERSHIP: Account Executive Vs. Account Manager
https://bit.ly/48z3uzH

🎥 Video: Who should own the Renewals and Upsells? Sales or Customer Success?
https://bit.ly/48IrQXL

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Chapters

• 0:00 Intro
• 3:33 Background
• 4:43 Unethical Behavior
• 5:04 Renewals Issues
• 8:09 Recommended Approach
• 13:15 Early Renewal Dilemma
• 16:21 Shame Game
• 20:54 Overselling
• 23:50 Dollar Renewal Rate
• 28:29 Compensation impact
• 30:05 Preventing Unethical Behavior