Before Calling a New Customer

When preparing to speak with a customer as a Customer Success representative, it's important to be well informed. One helpful way to gather information is by thoroughly reviewing the customer's website. I suggest reading everything on their "About Us" page, which can be extremely informative. Doing so lets you learn about their mission, corporate goals, and what's important to them as a company.?Additionally, you'll find valuable information about the leaders and their goals. This knowledge will better equip you to provide targeted solutions and establish a strong business relationship with the customer.?

It is also helpful to check out the company's LinkedIn page, follow them, and connect with the leaders and staff you'll work with. This connection ensures you stay up-to-date on any changes and opens up another avenue for communication. Plus, it allows you to share information about your company and product, keeping you top of mind with the customer.

Lastly, a step often overlooked is speaking with the salesperson who made the initial sale. I recommend requiring the sales rep to attend a 30-minute meeting where you can discuss important details such as key contacts, customer goals, and concerns. Although sales reps may have busy schedules, making time for this meeting is important. Let the rep know that you will not contact the customer until this step is complete. This approach ensures you have all the information needed to make a positive and lasting impression on the customer.