What is one of the fundamental strategies for establishing relationships with customers?

Active listening is a fundamental strategy for establishing relationships with customers because it demonstrates genuine interest and respect for their opinions and concerns. When customer success managers engage in active listening, they not only hear what customers are saying but also understand their emotions and needs, which fosters trust and rapport.

This approach involves fully concentrating on the customer, responding thoughtfully, and providing feedback that shows understanding of their situation. By doing so, customer success managers can better address issues and tailor solutions that resonate with the customer's specific context. Active listening leads to improved communication, which is essential for building strong, long-lasting relationships with customers.

In contrast, ignoring feedback or limiting communication can lead to misunderstandings and dissatisfaction, while the expectation to always exceed expectations may create unrealistic pressure and can ultimately damage trust if those expectations are not met.