Introducing CS as a new way of working to customer

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Julie Schifter
Julie Schifter Member Posts: 23 Thought Leader
Photogenic First Anniversary First Comment

Hi all,

Happy Friday! :) 

I was wondering if any of you have an oppinion and/or experience with presenting Customer Success as a new way of working to customers.
I am doing a webinar with a customer and the primary focus will be:
  • people(introduction to a new team),
  • aligning on work processes
  • technology (news and cases studies).
Any ideas on how I encapsulate the above in "Customer Success as a new way of working?" 

Best 

Julie
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  • Michael Buccellato
    Michael Buccellato Member Posts: 20 Thought Leader
    edited October 2020
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    Hi Julie,

    We show a slide during the kickoff meeting that demonstrates to the customer who we are, what we do and why we do it. I always tell a story and give the analogy of walking into a gym and hiring a fitness trainer. I then go on to explain that as your CSM I will focus on 3 key areas:



    image
    Value - working proactively to define goals, map out how to get there, and make sure we're on track
    Consult - understand your business and use cases 
    Facilitate - help align resources to get you to your end goal

    Depending on the maturity of your customer, it may be a good idea to ask what their relationship was like with the CSM at the previous vendor. What did they like/what didn't they like? 

    Cheers,
    Michael



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    Michael Buccellato
    Enterprise Customer Success
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    Original Message:
    Sent: 10-23-2020 05:08
    From: Julie Schifter
    Subject: Introducing CS as a new way of working to customer

    Hi all,

    Happy Friday! :) 

    I was wondering if any of you have an oppinion and/or experience with presenting Customer Success as a new way of working to customers.
    I am doing a webinar with a customer and the primary focus will be:
    • people(introduction to a new team),
    • aligning on work processes
    • technology (news and cases studies).
    Any ideas on how I encapsulate the above in "Customer Success as a new way of working?" 

    Best 

    Julie


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    Julie Schifter
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