Optical illusion of a duck or a rabbit head
Source: Wikimedia Commons
- What is the right time to introduce CSM to an account? – Post contract signing, just before contract signing, or during solution discussion? – it depends!
- How long should customer onboarding last, what should customer onboarding constitute? – it depends!
- How often should one have a business review? – it depends!
- What would you include in a business review and who should we involved in a business review? Should we discuss utilisation/consumption during a business review? – it depends!
- How to engage disengaged customers ? – it depends!
- How to improve user adoption? – it depends!
- How to prevent a customer from churning? – it depends!
OK, you get the point!
It is important to acknowledge that there are no one-size-fit strategies. While it is a known fact, many overlook this. The above questions could have some standard pattern to overall solution, however they definitely need to be analysed in depth.
Let us take one instance from the above list; What is the right time to introduce CSM to an account? As almost everyone would agree, the sooner the better. It is a definite advantage, if a CSM is assigned early in to the customer journey. Including strong relationship building, understanding requirements, the problem statement, goals and the solution offered as part of the signing. The introduction of a CSM to an account will vary, depending on the product you sell – the complexity, the number of customers, the number of CSMs available etc. It may not be possible to involve CSMs for every customer sales cycle, on the other hand. Not all prospects actually translate in to a customer. It, therefore becomes important to find the ideal time for introduction of the CSM. Depending on your organisational situations, this could well be post contract signing or just before.
Well there, it depends, doesn’t it?
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