{"id":2473,"date":"2023-06-07T10:00:00","date_gmt":"2023-06-07T10:00:00","guid":{"rendered":"http:\/\/138.197.200.24\/resources\/blog\/art-of-customer-success-negotiation\/"},"modified":"2026-08-08T11:40:57","modified_gmt":"2026-08-08T11:40:57","slug":"art-of-customer-success-negotiation","status":"publish","type":"blog","link":"https:\/\/www.smartkarrot.com\/resources\/blog\/art-of-customer-success-negotiation\/","title":{"rendered":"The Art of Negotiation: A Guide for Customer Success Managers"},"content":{"rendered":"
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Sustaining and retaining customers could be challenging at times \u2013 and that is completely fine. At the same time, making a positive impact on your customer relations is practical if you know the art of negotiation. Daniel Pink, in his bestselling book, \u2018To Sell is Human<\/a>\u2019, speaks extensively about how negotiation as an act is only human. With a perfect negotiation, you can unravel through a customer\u2019s journey with you and understand their needs better. Understanding your customers often puts you in the driving seat and retains the customers for long.<\/p>\n

Despite customer success managers hoping that the onus of negotiating will be handled by the other teams, it is not that realistic. The CSMs will still have to encounter situations where they will have to negotiate deals with the customers and win over. In this blog, we will talk about 5 such negotiating tips and skills that are an essential guide for Customer Success Managers. But before that, let us brush up on some basics.<\/p>\n

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Table of Contents<\/h2>\n
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  1. Active Listening is the Key<\/li>\n
  2. Set the Bar for Discounts<\/li>\n
  3. State out your Questions and Doubts<\/li>\n
  4. Explain your \u2018NO\u2019<\/li>\n
  5. Differentiate the Customer from the Crisis<\/li>\n<\/ol>\n
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    The Art of Negotiation \u2013 Four Steps<\/h2>\n
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    As they say, victory needs preparation \u2013 for getting a balance negotiation, you too need to have some level of preparation before you execute. Here are the four steps involved in achieving this:<\/p>\n