Hi guys, what mid term plans we can implement for clients where POCs have left?
Here are some of my guidelines and playbook tasks:
Thanks guys. Great insights. @Alex Turkovic @Kevin Mitchell Leonor @Shaun Porcar
Agree fully with all suggestions. Perhaps this goes without saying - but I think it's worth digging into that first consultation call a bit more.
Specifically, I feel it is vital to present the already agreed upon decks, completed tasks and pending items with the preface that the you are open to revisions the new POC feels they need to make. Not doing this on the outset might set both sides up for surprises down the road.
Might be obvious - but worth mentioning.
Great call out @Shaun Porcar. @Amit I hope this gives you a good framework. Any questions or thoughts?
Great suggestions @Kevin Mitchell Leonor
I would also recommend including your exec sponsor in this conversation OR use this as an opportunity to introduce yourself up the ladder and develop one — especially if ownership and staffing timeline is unclear at the operational level with your customer.
@Ronni Gaun Amit is actually one of my colleagues at Birdeye. Would love to get your input on his question!
Generally, what has worked well for me is treating the customer as if they are brand new. I do this using these steps.
We do this because we can not assume that the new POC will pick up where the last left off. We also have to understand that the new POC may be brought in because they specialize in a certain desired outcome that they are motivated to accomplish.