It is easy for CSMs to get swept up in features, updates, and day to day tasks. But without a clear understanding of customer value, even the most well intentioned work can lose its meaning. When renewal season arrives or budgets tighten, proving impact becomes much harder if value was not identified and tracked from the start.

In this video, Berry Hayart from Synthesia explains how grounding every action in value creates clarity, elevates conversations, and strengthens the overall partnership. By identifying value drivers early and linking every initiative to a strategic outcome, you build a story that is easy to communicate and impossible to ignore.

Berry shares how to:

  • Identify a customer’s core value drivers from the beginning

  • Link each initiative, feature, or project to a specific strategic outcome

  • Elevate conversations by showing the reason and impact behind every action

  • Build a clear narrative of value for renewals, QBRs, and budget discussions

  • Strengthen adoption by tying features to real results rather than activity

When everything connects back to value, you are not just delivering work. You are proving impact and shaping a partnership built on outcomes that matter.