“You’re solving the wrong problem.”
Here’s something that shows up more than you think:
Customers say things like:
“We need more features.”
“This isn’t working for us.”
“We’re not seeing enough value.”
So what do most teams do?
They react to the surface.
They try to fix what’s being said.
But that’s where the mistake happens.
Because those statements usually hide something deeper.
And when you miss that… you create 3 risks:
👉 solving symptoms instead of root causes
👉 wasting time on the wrong priorities
👉 and losing the customer anyway
Strong CSMs don’t just listen to words.
They decode intent.
They ask:
👉 “What’s actually blocking value here?”
👉 “What changed on your side?”
👉 “What outcome are you really trying to reach?”
That’s the shift.
From reacting… to diagnosing.
If the same problem keeps coming back…
you’re probably not solving the real one.
💬 Your turn: What’s a “problem” you’ve seen that turned out to be something completely different?