Happy customer relationships start with smooth sales handoffs. Below are the pieces of information your customer-facing team needs from the sales process to build and nurture every customer relationship. Start with these pieces of information, then add anything you need to fit your team’s exact needs.
Background Information
To successfully set up a new customer with a Customer Success Manager (CSM), document the following details from the sales process:
Customer Motivation:
Short term and long term goals?
How will they measure success?
Risks and expectations?
Assessment frequency and expansion opportunities?
Definition of Success:
What does success mean for the customer?
Key Contacts:
Buyer:Who is the buyer of the product?
Influencers, Champions, and Detractors: Identify key figures within the account who can influence the success of the product.
Potential Roadblocks:What are potential challenges that might hinder the customer's success?
Contract
Unique terms for this agreement or custom SLA?
Who is the product or service champion?
Who made the final purchase decision?
Others involved in the agreement? Future point of contact?
Onboarding
Key considerations for their onboarding:
What team will use this?
What’s the makeup of that team?
What’s the expected deployment timeline?
Did they use a trial period?
What questions did they have during the trial?
What components were most challenging during the trial?
How much do the end users know about the product?
How will this integrate with their existing workflows?
Are there any other commitments we should know about?
Update CRM Account
Follow these steps to update the customer's account in the CRM and alert the team manager:
Change Account Status: Turn the customer's account in the CRM from "Opportunity" to "Customer."
Document Background Information: Add all gathered background information in the "Notes" section of the account.
Upload Contract: Ensure the signed contract is uploaded to the account.
Add Contacts: Include any additional customer contacts relevant to the account.
Schedule a Handoff Meeting
Coordinate a meeting between the account executive and the assigned CSM for a thorough information handoff. The CSM will reach out to the account executive to schedule a call and review the account information, ensuring a smooth transition and alignment on customer goals.