CSM and Configuration/Implementation Specialist Communication during the On-Boarding process...

User: "Tim Gilhooly"
Thought Leader
Updated by Heather Wendt
Hello All,
I am interested to hear from you all regarding how and when the Configuration or Implementation contact at an organization is communicating with the main customer/client. For example, a CSM will initiate a Kick-Off Call, Welcome Email and Initiate the On-Boarding process.   When it comes to the helping the customer start the implementation/configuration process, who owns the communication with the customer?  Do you introduce the configuration or implementation specialist to work 1:1 to help the customer quickly configure (gather documents, upload company contacts, integrations, etc...). 
And of course, The next step is training.

I understand this depends on organization size and structure, use case, product.

Thank you for your input!

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