Ryan Hall used to be our CSM he was awesome. When he left, CG made the decision to move away from a dedicated model and offer a pool of people/que. When I first selected CG as our VoC platform, a big portion of it was the technology however with time it quickly evolved to more about the relationship we had with Ryan, the level of service he provided and his ability to know everything about our company to help us drive to our long term CX strategic vision. Please consider moving back to the dedicated CSM model, it is everything when it comes to delivering an exceptional experience and becoming the brand your customers can not live without. I do not feel confident I have that partner at CG running along side, keeping us on point to achieving all of what sold us on selecting CG in the first place including monetizing the sentiment of our customers.
