CS Involved in the Sales Cycle

Shari Srebnick

Hi GGR,

Where in the Sales Cycle does your CS team get involved?  Or do they?

We don't currently have a process in place, and due to that it's a little disjointed and needs to be improved.  Not just for us, but obviously more so for the prospect (and hopefully eventual customer).

So my questions are:

1: At what point do you get involved?  Do you as the leader come in first and bring the CSM in later, closer to close?  Or do you assign the CSM right away and have them jump in from the beginning?   Right now, I see it as both myself and the CSM, possibly at different times, especially to build that early relationship with their leadership.

2: Do you have any "rules of engagement" for working with sales?  For example, CSM's aren't there to be provide a demo or a glorified onboarding session, which often happens and then they end up in the weeds.  

Any info would be helpful.

Thank you!