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Master the strategy of multithreading in customer success - ChurnZero
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A: During the sales process, it needs to be the salesperson. During the handoff, especially in enterprise, the CSM needs to confirm the contacts. “Then, during the handoff, you can confirm that you have the right people, titles, and roles.” If your product goes to account management for renewal, whoever takes it over should take on that responsibility too. After all, they also want the right contacts to have the right conversations at the right level to ensure continuous impact, renewals, and expansion.
Q: Who is primarily responsible for getting new contacts added to accounts? “During the handoff, especially in enterprise, the CSM needs to confirm the contacts.” IF you have a CRM that tracks your emails, it should add them at the account level. Then, during the handoff, you can confirm that you have the right people, titles, and roles. For example, if your product is complex, you need an IT contact at some part of the onboarding journey. That ten-minute conversation with sales, to confirm all that information, is an important responsibility for your CSM as they take on the new customer.
A: The CSM should be putting that information in your CSP, and it should be a requirement of the customer’s onboarding with your organization. “Unless you’re in product-led, where there’s only one contact, it’s incredibly important to make these things a requirement of your team’s onboarding tasks.” Q: If your primary point of contact is laid off, can you recommend a tactful way to gain an introduction to the new primary point of contact?