_Workspace Uses & Examples

Stage Name

Actions

Details

Internal Handoff

Internal handoff call with sales

1. Set up a 20 minutes handoff meeting with the Account Executive 
2. Mark the deal as closed won 
3. Get pertinent customer demographic information
4. Get the SPICED information and add it to notes
   a. Situation
   b. Pain
   c. Impact
   d. Critical Event
   e. Decision
5. Stakeholders involved and the organizational structure
6. The why behind the deal
7. Business impact  

Identify fit

Identify the Fit of the customer to make sure it’s a part of the Ideal Customer Profile
 

1. Technical fit: Does the customer have all the technology prerequisites to implement?

2. Functional fit: Does your product have all the functionality needed to make the customer successful?

3. Experience fit: Have the stakeholders you’re chatting with bought similar products before?

4. Internal buy-in fit: Is everyone on the org map from Executive Sponsor to IT sponsor bought into the vision of the product?

5. Overall Fit: Based on the above criteria, what is the overall customer fit?

Introduction to customer

Get a warm introduction from the Sales Rep to the customer. This creates a more seamless handoff
 

Hi <<Customer Name>>,

Let me introduce you to your Customer Success Manager, <<CSM>>.

<<CSM>> has been working with customers like you for a while and has had a great success rate in getting clients onboarded as quickly as possible.

<<CSM>> and I will help you and your team get up and running quickly with our service and help so you achieve your <<Business Outcome>> successfully!

Best,

<<Account Executive>>

Email for CSM next steps 

<<AE>>, thank you for the introduction!

<<Customer Name>>,

It’s a pleasure to connect with you. Welcome to <<Company Name>>! <<AE>> and I will be making sure that your onboarding experience is as seamless as possible.

I would love to schedule a kick-off meeting with you in the upcoming week!

Here is my availability:

<<Availabilities>>

Please feel free to add anyone else who you feel could benefit from the call.

Best,

<<CSM>>

Create assets to prepare for kickoff

Implementation deck - A deck to walk customers through

 - Outcome driven mission

1. Current challenges
2. Drive for change
3. Business priorities
4. Ideal outcome
5. How our solution works
6. Why our solution would NOT work

Organization map - Know exactly who you'll be chatting with *only share this within your organization, not with the customer*

1. Initiator: Request maker

2. Decider: Decision maker (Executive Sponsor)

3. Buyer: Signs the contract 

4. Influencer: Champion

5. End user: Product user 

6. Gatekeeper: Controls communication

Mutual Action Plan - A project plan outlining the joint path to get the customer up and running successfully

1. Purpose of the project
2. Stakeholders
3. Prerequisites
4. Success criterion
5. Project plan
6. Execution plan

Kickoff call

Kickoff meeting

1. Introductions
2. Implementation deck review
3. Add deep dive questions about their business and outcomes
4. Demo the product
5. Create a MAP (Mutual Action Plan)
6. Schedule regular check-ins and next steps for actions

Check-ins

Set up monthly check-ins for the first quarter

Things to review:

1. Quantitative impact
2. Qualitative impact
3. Usage metrics
4. Open support tickets
5. Best practices
6. Additional trainings

Onboarding completion

Get confirmation from customer

1. Get confirmation from customer that they have been successfully onboarded
2. Convert them to a quarterly cadence

Stage Name

Action

Details

Growth customers

Identify & communicate opportunities

1. New platform updates
2. High success metrics
3. Positive qualitative feedback
4. High NPS/CSAT scores
5. Case studies
6. Stakeholder engagement

Churn risk/escalated customers

Identify at risk customers

1. Stakeholder changes
2. Drop in usage
3. Negative qualitative feedback
4. Low NPS/CSAT scores
5. No-show on calls

Reach out to at risk customers

1. Schedule ad-hoc call with stakeholders
2. Analyze metrics
3. Create an improvement plan
4. Manage any support tickets and contractual obligations

Stage Name

Action

Details

Prepare assets for QBR

Prepare the deck

1. Agenda
2. Results & ROI
3. Operationalization 
4. Adoption metrics
5. KPIs
6. Upcoming features/roadmap

Prepare for a run through

1. Quantitative impact over last quarter
2. Qualitative impact over last quarter
3. Usage metrics
4. Benchmarks
5. Support review
6. Best practices
7. New feature set training
8. Things going well
9. Improvements

QBR review call

During the call

1. Appreciate their time
2. Confirm the agenda
3. Verify any first-time-to-value goals
4. Review the QBR deck
5. Address tactical issues
6. Ask questions
7. Summarize/recap

Post call steps

1. Send meeting summary
2. Update deck as per feedback

Optimization

Feedback communication

1. Communicate improvements needed, process changes required, product issues to relevant teams
2. Document positive aspects as a customer win story

Column

Info card

Checklist

Timelines

CTA assuming 60 day notice period

1. 3 months from renewal: Prepare Impact Orchestration (metrics, case studies etc.) to demonstrate ROI
2. 2 months from renewal: Reach out and remind the client about the upcoming renewal
3. 1 month from renewal: Schedule renewal call
4. 2 weeks from renewal: Close the renewal deal, else escalate to leadership
5. 1 week from renewal: Accounting to send over invoice to customer

Communication

Set up the renewal call

1. Confirm renewal date
2. Overview of impact to business
3. Discuss highlights
4. Feedback incorporation through the year
5. Ask for referrals

Referral

Qualifications for a referral call

1. Customer recently renewed
2. The customer did a case study/webinar
3. Submits an NPS/CSAT score of 9 or 10
4. Writes a positive online review
5. Support issues are successfully and timely resolved
6. Call it an introduction, not a referral