What type of communication should CSMs avoid?

CSMs, or Customer Success Managers, are tasked with ensuring that customers derive maximal value from their products and services. To facilitate this, effective communication is paramount. The correct choice highlights the type of communication that CSMs should avoid: neglectful and reactive communication.

Neglectful communication refers to a lack of engagement or attention to customer needs, which can lead to customers feeling overlooked and not valued. This can severely impact the customer relationship, as it implies that the CSM is not invested in the customer's success or in resolving their issues. On the other hand, reactive communication often indicates that the CSM is only responding to problems after they arise, rather than anticipating needs or providing proactive support.

By avoiding neglectful and reactive communication, CSMs can cultivate strong relationships based on trust, support, and proactive engagement. This helps to ensure that customers are informed and that their issues are addressed before they escalate.