Early CSM Organization Tips - surviving those scrappy days, pre-CRM
Hi! I'm curious to learn how you help CSM teams managing 25 - 60 accounts, the most at risk segments who require advisory services more than a product in order to ensure success (product value is there but renewal success is dependent on an indirect variable related to customer building a type of sales motion). This is also early days, no CRM really driving communication automation (CRM = light health scoring, area for notes). I'd love to hear how you'd align teams in the following areas:
- sharing customer information (rolling notes?) - feels like a time suck, how to align critical path info in an easy, low admin overhead way that feeds cross functional teams & leadership
- time management/priority activities: assuming renewals focused but there have to be activities that are critical to focus on the feed CRM eventually and help each other move faster. Assuming template building, common resources, etc.
- customer touch point expectations - what should this look like? How do you deal with high maintenance but green accounts.
- Any other lessons learned from those early days?
Hi @Jillian, I feel ya:). It's not pretty, but our top priority right now is picking a CSM platform, until we get that deployed the team is currently sharing notes in Slack which integrates into SFDC. We picked Slack as it was the best way to share cross-functional notes. Customer Segmentation, sentiment, and renewal date drive priority and again, adding a CSM tool with automated playbooks will be a huge value add for us. As for customer touch points, this again is driven by customer segmentation. Large enterprise/strategic account have agreed upon cadence calls which can be weekly depending upon the customer and stage in their customer journey. If you find you have a lot of high maintenance green accounts you may want to loop at tips & tricks sessions so you can scale better.0
Can you create workshops to help your clients improve their sales motion? Rather than doing 1:1, can you handle this in a 1 to many approach?0
@Jillian - What you described plagues most of us in some way! If and when possible, I would highly recommend a CSP. That will help with the customer information (timeline / tracking), tasks, automation on workflows for driving onboarding, adoption, expansion, renewals etc. That helps with some of the foundational items you mentioned.
Outlining customer engagement expectations can be difficult. (especially if they are oversold in the sales process). I have leveraged some of the above email automations to help with that, and also stand up office hours, do 1:Many webinars, and somewhat of a "genius bar" where customers can get a block of time with a CSM. We did that more specifically for a full digital touch model, but the same could work in helping get customers what they need outside of a zoom call with your CSM.
Last thought...strong enablement content, best practices, etc...and if you have a strong KB or Community, thats another place you can leverage. Goal is to get them the info they need, without it coming from the CSM on a 1:1 call.0
- 2K All Categories
- 7 Future Customer Success Professionals
- 103 GGR Cafe
- 7 Supporters of Gain Grow Retain
- 1 Gain Supporters
- 2 Higher Logic Vanilla
- 1 Totango
- 2 Grow Supporters
- 2 Catalyst
- 1 ChurnZero
- 4 Retain Supporters
- 1 Northpass
- Interested in Supporting Gain Grow Retain?
- Contact Us
- 16 Welcome to the Community
- 957 CS Operations
- 154 Job Board
- 82 Employee Enablement
- 195 Metrics & Analytics
- 306 Organization Structure & Career Path
- 178 Technology
- 174 Customer Success Leadership Community
- 593 Customer Journey
- 258 Digital Customer Success (Engagement Programs)
- 176 Strategy & Planning
- 142 Value Realization
- 171 Job Board Community
- 30 Industry Insights