This summer, I’m re-reading some customer experience classics and sharing the highlights here.
My favorite book on the topic is probably The Trusted Advisor by Charles Green and Robert Galford. Near the end of the book, the authors make this comment about relationship managers: “Relationship managers are most effective when they focus on the (long term) issue of strengthening the relationship. Where relationship managers see themselves primarily as salespeople, primarily focused on generating more fees from the client they are less well accepted by the client and become less effective.”
Heed this point, all managers of customer success organizations. Share your opinion in the comments!