{"id":46270,"date":"2025-06-18T15:22:17","date_gmt":"2025-06-18T13:22:17","guid":{"rendered":"https:\/\/www.m-target.com\/inside-m-target-interview-with-matthieu-head-of-csm\/"},"modified":"2025-09-30T16:18:09","modified_gmt":"2025-09-30T14:18:09","slug":"inside-m-target-interview-with-matthieu-head-of-csm","status":"publish","type":"post","link":"https:\/\/www.m-target.com\/en\/inside-m-target-interview-with-matthieu-head-of-csm\/","title":{"rendered":"Inside M Target: interview with Matthieu, Head of CSM"},"content":{"rendered":"\t\t
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At M Target, customer support doesn’t end with the signing of a contract. Quite the contrary, in fact. Once the solution is in place, an entire team dedicated to the customer experience takes over, to ensure follow-up, advice and smooth usage. <\/span><\/p>

Matthieu Morin heads up the Pre-Sales & Customer Success division. He tells us more about this pivotal role, at the crossroads between the customer, technical teams and usage issues. <\/span><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t

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Can you introduce yourself and explain your role at M Target? <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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I’m Matthieu “SAK*” Morin (* Swiss Army Knife). I’ve been with M Target since 2017, first as Senior Sales Account Manager and for the last 2 years I’ve been in charge of the Pre-Sales and CSM department,<\/span> more simply referred to as “Customer Experience”.<\/span><\/p>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t

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What is the CSM's mission at M Target? <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The CSM is responsible for day-to-day relations with customers, supporting them during the onboarding phase and then responding to any functional or technical queries they may have. Finally, the CSM is responsible for regular Business Reviews and is a driving force in developing the use of M Target solutions. It’s a continuous but agile presence that evolves with the customer’s needs. <\/p>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t

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How is this different from customer support or the sales team?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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This position complements the other two, as the CSM must be able to take over from sales on the most specialized questions concerning M Target solutions, <\/span>solutions, in particular integration or usage strategy issues<\/span>The CSM must also be able to filter out customer requests that do not need to be addressed by support, as they are either non-critical or technically simple enough not to require the support team’s attention.<\/span><\/p>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t

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What are the key stages in supporting a customer?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The first stage is often the most critical: onboarding. The first days or weeks (depending on the complexity of the solutions to be implemented) are crucial, and often determine the subsequent relationship between the customer and M Target. <\/span>The right welcome, the right training, the right framework: these are the foundations of a lasting relationship<\/strong>.<\/span><\/p>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t

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What problems do customers encounter?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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  • They are many and varied: <\/span>
    • difficulties integrating a solution due to lack of experience<\/span><\/li>
    • very short deployment schedules<\/span><\/li>
    • postponement of projects due to changing internal priorities<\/span><\/li><\/ul><\/li><\/ul>

      In all these cases, our role is to provide clarity, rhythm and support.<\/span><\/p>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t

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      How do CSMs help optimize SMS and RCS campaigns?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      The CSMs are a source of ideas for our customers, they know how our businesses are used, and they draw on the experience acquired by M Target over the years to advise our customers on the best practices to follow to make each campaign a success.<\/span><\/p>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t

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      Can you tell us about an example of a customer who has made real progress thanks to the support you've provided?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      Coop\u00e9rative U, onboarding lasted several months around a major project, and the constant follow-up enabled the customer not only to become more powerful with SMS, but also to take RCS issues in hand. <\/span>This shows just how much of a difference CSM follow-up can make: by staying in touch, and providing the right advice at the right time, we help the customer to grow and expand his use of channels<\/strong>.<\/span><\/p>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t

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      What KPIs or indicators do you track?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      We primarily monitor volumes sent, but also click-through rates, opening rates and incident tickets. Finally, we carry out regular Business Reviews to monitor customer satisfaction.<\/span><\/p>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t

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      How do you manage customers with very different volumes, sectors and technical expertise?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      We’re a bit of a chameleon, having to adapt to different types of contacts within the same customer (CRM, Marketing, IT, project managers, etc.). Adaptability is the key word, and to adapt we have to take an interest in our customers and their business sectors.<\/span><\/p>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t

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      What role do pedagogy and human relations play in your approach?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      Central! A CSM must master a form of mental Aikido when dealing with customers: active listening, reformulation, empathy and the ability to find a solution. Never leave a customer without a solution.<\/strong> By cultivating human relationships with our customers, we create a climate of mutual trust that helps defuse tensions when they arise. <\/span>We’re not here to be right, but to help our customers move forward.<\/strong><\/p>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t

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      What tools or innovations help you to provide better customer support?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      We make extensive use of the telephone or videio to maintain direct contact with our customers, but we also rely on AI to help us optimize our analyses and thus save time and be able to respond more quickly to subjects that are becoming increasingly complex.<\/span><\/p>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t

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      Any advice or message for your customers?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      First of all, thank you for the trust you have placed in us year after year. A word of advice? Spread the word! Nothing beats evangelizing by example! <\/span><\/p>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t

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      Something few people know about the work of a CSM?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      It’s one of the most rewarding jobs there is, when done with an open mind to others and new things!<\/span><\/p>\t\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div><\/div>\r\n\t\t<\/section>\r\n\t\t\t\t<\/div>\n\t\t\n\n

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      At M Target, customer support doesn’t end with the signing of a contract. Quite the contrary, in fact. Once the…<\/p>\n","protected":false},"author":1,"featured_media":44766,"comment_status":"closed","ping_status":"open","sticky":false,"template":"single-fullwidth.php","format":"standard","meta":{"footnotes":""},"categories":[356],"tags":[],"class_list":["post-46270","post","type-post","status-publish","format-standard","has-post-thumbnail","category-interview-inside-en"],"yoast_head":"\nInside M Target: interview with Matthieu, Head of CSM - M Target<\/title>\n<meta name=\"description\" content=\"Personalized follow-up, skills training: everything you need to ensure that your customers really benefit from the platform.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.m-target.com\/en\/inside-m-target-interview-with-matthieu-head-of-csm\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Inside M Target: interview with Matthieu, Head of CSM - 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