Introducing CS as a new way of working to customer

Julie Schifter

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

Michael Buccellato

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:

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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