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We have discovered several resellers in the channel have limited knowledge of the underpinnings of customer success, and for some that do know, it's met with skepticism, given that it's new to them. 

In this special global edition, we hear from our Canadian team:

· Bibi Sofowote, Producer and Host of Interesting Humans Podcast 

· Parneet Mann, Customer Success Manager for Synnapex Inc.

CSMs use a customer success plan as a process of engagement tool that addresses the customer’s barriers. Through ongoing collaboration on the customer success plan, if anything changes or evolves then it needs to be revisited and revised to match the change. Parneet leaves us with her technical approach to the customer success plan: OCD –Observation, Conversation and Data.

· Observation – unearth the unexpected value of the meeting

· Conversation – determine the main business objective through dialogue

· Data – analytics on the health index – utilization and adoption of the features of the product

Combining all this information helps the CSM to create the customer success plan effectively.

Want to know more? Connect with the Canadian CX team on our Express Hub.