Customer Engagement Model
1-‐10 days 90 days 6 Months 90 days prior to expire
Onboarding
+Introduction +Understanding key contacts + Timeline to deploy
Installation Call
+ Have they installed?
Health Check
+ Is the customer receiving value?
Renewal Process
+ Are you renewing?
Customer Segmentation
Commercial Transactional “Landed” Accounts
Online (Saas) Customers
Commercial Server Customers
Enterprise Server Customers
Strategic Customers
•Onboarding•Install Check•Health Check•MR Sales Cycle
Customer Success Manager
• Installation Call• Heavy Automation • MR Sales Cycle
Customer Renewal Manager
Customer Advocacy Manager•Executive Relationship Management•Focus on Successful Usage•Drive Customer User Community• On-‐site Tableau Day Activities
Online Customer Success Manager
• Higher touch • Smaller territories • More technical • MR Sales Cycle
Take-away/Lessons Learned
• Proactivity is key
• Develop an engagement model that helps customers get to value quickly
• Customer Segmentation – Understand one size does not fit all
CSM Profile and Hiring
• Behavioral Interviewing
• Product Demo during the interview process
• Networking happy hours
• Interview days
Ramp Plans
• 2 week corporate boot camp
• CSM Ramp Plans
• CSM Mentor program
• Certifications and internal tool certifications
Results
• Doubled CSM team while increasing performance
• Shortened ramp time to 30 days
• Elevated CSM conversations quicker
Take-away/Lessons Learned
• Understand your CSM profile and hire against that profile
• Establish a solid mentorship program
• Ensure certifications or accountability check ins
Top Related