Bring maximum value to every customer interaction
Recurring revenue is the result of recurring impact. Define the key milestones and touchpoints that CSMs should have with new customers to help them continually achieve their desired impact and secure renewals.
Impact you’re looking for:
- A consistently executed process that drives predictable renewals and minimizes churn
- Transparent guidance for CSMs to help them understand not just what steps they should take, but why
- Turn-by-turn actionable directions to guide CSMs to be customer-centric in all of their touchpoints
Includes
- Identification of the key moments that result in clear impact for customers
- Best practices for common milestones, such as QBRs and renewal meetings
- Trigger Plays that provide turn-by-turn directions for common customer scenarios
Key Steps
01.
Gather data
Review existing data, touchpoints, renewal cycle, and customer timelines, and conduct collaborative workshops with your team
02.
Define the process
Create the stages and detailed process steps of guidance for how CSMs should manage their accounts to get to impact and manage renewals
03.
Design Trigger Plays
Provide turn-by-turn directions for managing through common risks or opportunities encountered during the customer lifecycle
04.
Activate
Provide best practice recommendations on how to apply the new processes and resources