Engagement / relationship-mgmt plan and enterprise account transfer

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Adi Hila yoffe Barman
Adi Hila yoffe Barman Member Posts: 2 Navigator

Hi everyone,
I'm working on a CSM relationship management plan and would very much appreciate it if anyone has a good template they would could share or recommend.
Also, any advise about how to guide new enterprise CSM to penetrate an existing account (high level strategy). 

Thanks so much!
Adi Hila

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  • Harsh Shah
    Harsh Shah Member Posts: 40 Expert
    Name Dropper First Comment
    edited February 2022
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    Hi @Adi Hila yoffe Barman,

    A CSM relationship management plan is a very important step to building a strategy for developing customer relationships. Below are a few important steps you could consider while developing this plan:

    1. Your companies vision and goal
    2. Define ideal customer profile (ICP)
    3. Customer journey mapping
    4. Build internal processes for each touchpoint
    5. Determine who will be responsible for each touchpoint
    6. Set key performance indicators (KPIs) 
    7. Check how your competitors handle customer relations

    And a concise documented handover checklist should be shared with any new CSM before he starts engaging with any enterprise customers for a smooth transition. With this kind of checklist, he will get enough information about the project expectations, goals, POCs, Current status, etc. before the official briefing

    I hope this would be helpful to you.

    Best Regards,

    Harsh Shah

    Customer Success Manager, Woliba

    Linkedin: https://www.linkedin.com/in/harshshah-15/

    Email: hcshah15.hs@gmail.com

  • Adi Hila yoffe Barman
    Adi Hila yoffe Barman Member Posts: 2 Navigator
    edited February 2022
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    Thanks so much! Re ICP do you do this for existing clients?

    > On Feb 27, 2022, at 6:59 AM, Harsh Shah via Gain Grow Retain wrote:
    >
    > 2. Define ideal customer profile (ICP)
    > 3. Customer journey mapping
  • Harsh Shah
    Harsh Shah Member Posts: 40 Expert
    Name Dropper First Comment
    edited March 2022
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    Hi @Adi Hila yoffe Barman, you're welcome!

    By using the existing client's data, you can create your ICP. Aggregate your customer's data and look for patterns or similarities to finalize your ICP. Later you can also evaluate how well your customers align with your Ideal Customer Profile and further segment them to prioritize and build strategies accordingly.

    I hope it answers your query.

    Best Regards,

    Harsh Shah

    Customer Success Manager, Woliba

    Linkedin: https://www.linkedin.com/in/harshshah-15/

    Email: hcshah15.hs@gmail.com