Introducing CS as a new way of working to customer
Julie Schifter
Member Posts: 23 Thought Leader



Hi all,
Happy Friday!
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).
Best
Julie
Tagged:
0
Comments
-
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
------------------------------
Michael Buccellato
Enterprise Customer Success
------------------------------
-------------------------------------------
Original Message:
Sent: 10-23-2020 05:08
From: Julie Schifter
Subject: Introducing CS as a new way of working to customerHi all,
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.
Happy Friday!
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).
Best
Julie
------------------------------
Julie Schifter
------------------------------0
Categories
- All Categories
- 131 GGR Cafe
- 172 CS Conversations
- 960 CS Operations Conversations
- CS Org Conversations
- 205 CS Technology
- 648 Customer Journey
- 274 Digital CS (Engagement Programs)
- 32 Industry Insights
- 90 Metrics & Analytics
- 17 Value Realization
- 190 Strategy & Planning
- 15 Future Customer Success Professionals
- 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
- 17 Welcome to the Community
- 157 Job Board
- 173 Customer Success Leadership Community