Calista!
I'm right there with you. Just starting to take over my new book of business and seeing a ton (a ton) of regularly recurring meetings.
I'm of the mind that those should only be used when actively working to achieve an outcome. Touch points need to provide value and, these "regularly scheduled meetings" (in my experience) tend to get rescheduled often and pushed down the value chart of "what I need to do today".
I'd much rather have these meetings set up when there is value to be shared of captured.
I always love to challenge "this is the way we've always done it" in these situations.
Excited for you to get ramped up with your new role!
- Jon
Hi Calista
I think you are exactly right to question this. The best way to determine value IMO, is to identify it during the onboarding process by either confirming the reason for purchase from sales WITH THE CLIENT, or asking directly how your product helps them do what they do - also confirm current and future technology integration plans (record all this in a standard way in a CRM so you can report on it). This is the value from the customer's mouth not the generic value you get from marketing and or is assumed sometimes from sales. Your client's value may even be different than other people in their company, you should want to help your client look good :-)
If I were you, I would take this opportunity to reassess the need for ongoing calls. (Before you do, understand what YOU could get from the call) Since you are new, you could use this time to understand your customers need for the product you sell and what information is relevant, why and what frequency. Great opportunity to change the dynamic with your customer and see if they actually find value in the reoccurring call! As you point out, recurring calls do not scale and they limit the number of customers you can manage. This may be busy work or it may be a 'requirement' for your industry. I'd love to see you rock the boat coming into a new company and teach them a thing or two about customer success :-)Best of luck! Please let me know how you come out!