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Housekeeping

  • Links in the Chat:
    • Slides & Resources
    • Breakout Session Notes
    • Slack Community
    • LinkedIn Group
  • Session Format:
    • 10 Minutes Intro
    • 10 Minutes Topic Intro
    • 20 Minutes Breakout
    • 20 Minutes Group Discussion

The session will be recorded�

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CS Program Maturity

Co-led by Mohammed Alqaq,

Rachel Provan & Jan Young

November 14, 2023

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What is the Purpose of a CS Program?

What is the difference between:

  • Onboarding, Implementation, Professional Services
  • Account Managers/ Renewal Managers
  • CSMs
  • Support

How are you using your customer data?

  • Scattered
  • Sorted, Organized
  • Presentational, Story Driven
  • Actionable

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CS Program Maturity Stages

  1. Reactive: No tools, scattered data, wearing several hats
  2. Informed: Some tools, centralized data, Defined use cases & customer segments, specializing some roles
  3. Proactive: Using CS & BI tools, Data informed decisions, CSMs reach out manually
  4. Predictive: Digital & Human CS, Data used to pre-emptively address issues & guide customers, Specialized roles as needed, Project revenue accurately

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Quick Role Definitions

Onboarding: Ensuring customer integrates the product/ service

Implementation: Partnering with the customer through a complex process to integrate product/ service

Professional Services: Customer pays for company to partner on Implementation or other discreet projects

Account Managers: Focused on commercial contracts and revenue (often part of Sales and comp’d similarly)

CSMs: Strategic advisor to customer ensuring they achieve business objectives leading to company revenue objectives

Support: Provides guidance and information to customer via technology and humans for more immediate support

Technical Acct Mgr: Serves as a bridge between the customer and the technology team to align goals

CS Operations: Manages and optimizes the tools, data, strategy, and enablement for the CS team

Renewals Manager: Focused on post-sales commercial contracts for renewals & expansion (part of CS team)

Customer Education: Manages and creates the customer education materials and journey to ensure they adopt and optimize the product; aligns with CS enablement

Customer Marketing: Creates and executes marketing, feedback, and communication campaigns, aligning with customers’ journeys, cohort, and needs as well as opportunities for revenue, and customer advocacy programs

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Continue the Conversation…

Look in #csoh-session-resources channel

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Look for Collaboration Groups Announcement in General Channel next week!

  • CS Leaders
  • CSMs & Folks Transitioning to CS

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YouTube channel, website, rebrand… coming soon!

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Breakout Session Questions

Lightning Round of Intros

  • What CS Program stage have you worked in/ currently working in?

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  • What has been the most effective initiative to move forward in maturing your CS Program?

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