What to Do When the Customer Was Sold Something the Product Cannot Do

What should a CSM do when the customer was sold something the product cannot currently do? In this webinar clip, Rick Adams speaks with Jim Buscaglio about how Customer Success can respond to an oversold customer situation. The answer is not just to blame Sales. Sometimes Sales did overpromise. But CS still has to help stabilize the customer relationship. That means understanding the real outcome the customer needs, finding interim workarounds where possible, escalating mission-critical issues, and building a realistic plan with clear communication and accountability. 🎥 Watch the clip below. #CustomerSuccess #CustomerRecovery #CustomerExperience #PCSMClips