Latest / The Customer Success Leadership Podcast
Skill, Will, or System? Diagnosing Underperformance in Customer Success
In this episode, we’re tackling one of the toughest challenges Customer Success leaders face: underperformance. When a team member isn’t meeting expectations, it can be hard to pinpoint the root cause. Is it a skill gap? A motivation issue? Or is the system itself setting them up for failure?You’ll learn: ✔ How to diagnose whether the issue is skill, will, or system ✔ Why the traditional “skill and will” framework falls short in CS ✔ How to evaluate if your team’s underperformance is linked to organizational or process issues ✔ How to handle underperformance without jumping to conclusions or…
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