“You’re fixing symptoms… not problems.”
Here’s something that feels productive…
but actually keeps you stuck:
Customer says: “This isn’t working.”
You adjust the setup.
They say: “We need more features.”
You escalate to product.
They say: “We’re not seeing value.”
You schedule more calls.
Now—on the surface, that looks like action.
But most of the time?
You’re not solving the issue.
You’re chasing symptoms.
And that creates 3 problems:
👉 the real problem stays hidden
👉 your solutions don’t stick
👉 and the same issues keep coming back
Because symptoms are loud…
But root causes are quiet.
Strong CSMs don’t just react to what’s said.
They investigate what’s behind it.
They ask:
👉 “What’s actually driving this?”
👉 “When did this start?”
👉 “What changed?”
That’s the shift.
From fixing what shows up…
To solving what causes it.
If the problem keeps coming back…
you haven’t solved the real one.
💬 Your turn: What’s a “problem” you kept fixing… that turned out to be just a symptom?