Hi everyone, we are a small B2B SaaS startup that serves SMBs in the entertainment industry. In the past few months, we've been onboarding more "enterprise" customers that require more of a high-touch approach and a longer implementation cycle.
We are mainly tech-touch throughout the entire process other than initial setup and training. I'm currently segmenting our customers to create different playbooks, however, I'm struggling to find a good template or example to give me an idea of how we can architect the different touchpoints and processes to ensure those "enterprise" customers have a successful start.
Are there any good public examples/templates any of you can share? People have suggested using CRMs or Gainsight, Totango, etc. However, we are not that big to spend on a CS tool yet. We currently use Intercom and really track the post-sale journey in spreadsheets. Any feedback would be greatly appreciated