You’ve probably heard me talk about how I created a super BIG, comprehensive program and how I wasn’t happy with the results. 

I’m a fan of things that are short, practical, and actionable… Basically, it's the opposite of what I built.

So, I took time to realign with my values and connect with you and my community to help me rebuild what I’m excited to share with you today:

Strategic CS Labs is now home to on-demand bite-size courses – like Netflix – but for customer success! 

You need the right information at the right time to help you address whatever you’re going through (like doing QBRs that your clients want to show up to because they're valuable and engaging). 

You barely have time. We know you value short and to-the-point content rather than a 10-hour marathon course with 17 assignments. 

And the guidance should be practical – not outdated fluff jampacked with jargon and buzzwords that don’t translate in the real world. 

None of this should cost you an arm and a leg, and last but not least, it shouldn’t be boring. 

I invite you to look for yourself and use the code “ATREATFORME2024” for 50% off any course until next Friday. 

Now… 

Let’s get to our newsletter. 

Last week, I shared part one of my extended answer to a recent question I was asked: 

What skills do you believe are the most important to have a CSM right now? 

With Value-First Engagement out of the way, let’s move on to the next skill you’ll need to pair that with:

Curiosity. 

UPSKILL: The Value-First Engagement + Curiosity combo. 

To refresh our memory, last week, I shared how shifting from a “what’s in it for me” mindset to a “value-first engagement” approach can transform our interactions.

By focusing on what truly matters to the other person (not us) and framing our messages around their needs (not ours), we can make our communication more impactful and compelling to them (the other person).

But there’s a little bit of a catch-22 situation happening here. 

For you to know what matters to your audience, you’ll need to get that information directly from them. 

That’s why curiosity is the second most important skill every CS professional should be leaning on.

In the corporate world, curiosity = discovery skills. 

That term makes it feel heavier. It brings me back to my paralegal days. Interrogations, subpoenas. Yuck! 

When we’re curious, there’s an underlying genuine interest in wanting to know more. And that’s what makes information and conversations flow. 

If any of these resonate with you, curiosity is the answer: 

• I don’t know what my client's goals are.

• I don’t know what’s important to my decision-maker 

• I’m unsure how to align my solutions with their priorities.

• I’m missing insight into what success looks like for them.

• I’m unclear about the specific challenges my client is facing.

• I don’t fully understand the impact of our product or service on their day-to-day operations.

Curiosity isn’t just about asking questions; it’s about actively listening and using what you learn to create more relevant, value-driven interactions.

I’ve written a blog post with a step-by-step guide on sharpening your discovery skills (and I shared some bonus resources, too). Once you read that, return to this email for homework. 

—

Your Homework 

If you’re a CS professional who manages a book of business, this is for you:

Pick one account you know the least about. Identify the contact (persona) you’d like to reach out to for that account and come up with a list of straightforward questions to understand their goals and challenges better.

Schedule a call with them if you don’t already have one. Use the call to get the information you need and strengthen your understanding of their needs.

Oh, and don't forget:

How did you improve your discovery skills? I'd love to feature you! Hit reply to let me know :)

See you next week! 

-Diana 

CEO & Founder of Strategic CS Labs