The evolving skill requirements of CSMs

The evolving landscape of CS that you’ve just been reading about in this chapter will require CSMs to think and behave differently. It will require them to develop a more diverse skill set than that which was common in the older conventional models. The previous models required CSMs to be comfortable connecting with other humans and communicating important information while they exercised strong listening and observational skills so that they could both inform and learn. By behaving that way, CSMs developed a well-earned reputation for being empathetic.

Empathy, listening, communicating with clarity, exuding confidence… these were important, and they will still be very important going forward. I argue that they will be even more important in models in which we will see CSMs being responsible for tens and hundreds of customers. In the age of wondrous advanced technology, conducting business at scale does not mean it has to be...