Mastering the Art of Strategic Negotiation in Customer Success

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In this episode of the Customer Success Pro Podcast, Anika Zubair emphasizes the importance of negotiation skills for customer success managers (CSMs). She discusses how CSMs often overlook their negotiation role, leading to missed opportunities for renewals and upsells. Anika outlines common mistakes CSMs make during negotiations, such as lack of preparation, over-explaining, and avoiding directness. She introduces a four-step framework for strategic negotiation, focusing on preparation, leading with a clear starting point, framing around value, and using silence effectively. The episode aims to empower CSMs to become confident negotiators and strategic partners in their customer relationships.

Chapters:
00:00 The Power of Negotiation in Customer Success
15:43 Common Mistakes in Negotiation
27:53 Framework for Strategic Negotiation

Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

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