#3 steps to nail your sales ?? CS handoff

Is your sales handoff as smooth as Saka setting up Bellingham last week, what a goal right?

(note: this was not written by someone who watches football so I do apologise if the terminology is incorrect).

Okay, so your sales journey has ended, now what?

You send them off into the sunset?

Goodbye new customer may you prosper and be in good health.

No

This is where you set up your CSM with everything they need to take the reins

I asked our Head of CS Russell Mitchell for his top 3 tips to make the sales to CS transition as smooth as possible ??

#1

Stakeholder maps are key

Stakeholder mapping spots the key players in your customer's team.

It tells the CSM

1. who is the champion?
2. who is directly using your product/service
3. who needs to be looped in on those bigger conversations

The CSM can then cater to each person’s need like...

What do they care about??

What information is relevant for them??

Basically, no vital info gets lost in the shuffle.

Stakeholder mapping = Your CS team get a clear view of the internal setup, which will help them ??

? Create personalised onboarding plans

? Tackle any key pain points raised by specific people in the buying team

? Spot any upsell chances

? Get up to speed fast (aka happier customers)

#2

Know the agreed KPIs

It's also useful to pass on details like customer goals and pain points so that communication can be personalised from day 1

What's been agreed?

Did the customer express any specific goals they'd like to reach within a certain timeframe?

Knowing this information means as a CSM you can plot out a clear progress plan

And will have complete clarity on their goals for using your product

So when it comes to renewal, you'll not be totally blindsided by their decision

Because these conversations have already been taking place over the past 6-12 months

#3

Handover all the info in a centralised workspace

If you've ever had to get your CS team up to speed by forwarding email chains or manually adding notes to a shared database... this one's for you

A centralised workspace (like trumpet ;) means the CSM can log in and crack on from the offset

They'll see

1. All the established pain points, KPIs and call summaries
2. WHO is involved in the deal (via the automated stakeholder map which pulls the name, job role and LI profile of every person who has viewed the space throughout the sales cycle)
3. Any conversations that have taken place between the AE and the buying team in the live chat (voice notes, video messages, on page annotations)

Also, it’s a space the customer is already familiar and comfortable with?

So the CSM can also add their own onboarding tab, where this journey will continue.

Training videos or shared action plans throughout the post sale journey can be added as and when, and shared with the 'right' stakeholders!

Until next week folks ??

... as per, if you wanna talk about all things digital sales rooms (you know you want to) book a quick call with our awesome AE's ?? Ali Chrisp and ?? Olivia Whitworth.