Why is regular check-in necessary for ACSMs?

Regular check-ins for Associate Customer Success Managers (ACSMs) are essential because they provide an opportunity to enhance customer satisfaction and address any issues that may arise. This proactive approach enables ACSMs to establish strong relationships with customers, ensuring that their needs are being met and any concerns are promptly resolved. By checking in regularly, ACSMs can gather valuable feedback about the products or services, which is critical for improving overall satisfaction and facilitating a positive customer experience. It also demonstrates the company's commitment to customer care, fostering loyalty and retention.

While collecting payment, showcasing new products, and generating sales leads are important functions within a business, they do not focus on the primary objective of customer success management, which is to maintain and improve customer satisfaction. The relationship built through regular check-ins allows for a thorough understanding of the customer's journey and experience, ultimately leading to a more successful partnership.