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END 2 END process example & Critical milestones for internal alignment in a startup
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Description:
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The end-to-end process in a start-up depends on so many things, on so many levels. Legend:
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CSMs are responsible for the internal alignment, since they are the ones maintaining the customer relationship.Milestones for internal alignment
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The visual below contains the actions taken by each department in the customer interaction process - direct or indirect.
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Some of the main events should be shared by the CSM with the entire team, for visibility and alignment.
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Sales TeamProject / Implementation ManagerLegalMarketing/ PRFinanceCustomer SuccessProduct TeamSupport Team
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Lead
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Initial potential
customer meeting
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Find out needs/ pain points/
problem/ challenges/ goals		Initial Timeline Creation
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Offer quoted & Timeline proposal
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Negotiation processJoins the negotiation processJoins the negotiation process
to be positioned as an asset
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Deal ClosedPotential Press
Release Discussion		Issues invoices
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Sales - CSM HandoverCSM research & takeover
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CSM Intro emailCSM Intro meeting
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Recrurrent MeetingsImplementation Stage
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Onboarding Session
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GO Live
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Feedback sessions & Satisfaction checks
Stabilization StageBug fixes
Glitches fixes
Improvements
New features
Service Requests
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Monthly / Quarterly
Business Reviews
Get Independent Stage
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