Relationship management in times of uncertainty

As of the last 15 days, Israel has been at war with Hamas (=ISIS), a terrorist organization.

The barbaric horrific massacre experienced by our sisters, brothers, and families in the south of the country on Shabbat October 7th impacts us all. It is now part of our day-to-day routine to always stay close to a shelter in case of rockets. Furthermore, our mental health has been severely affected, despite being strong and determined to win this war.

We who aren't in the military are trying to support each other by volunteering in various civilian initiatives to help each other. We put a lot of effort to reflect our situation on social media and to show the world that we are under attack by the brutal Hamas terrorists.

We also are expected to work fully.

As an account manager responsible for a long-term relationship with a client, it's vital to share what's happening here in Israel.

To ensure the company's customers are not impacted by this complicated situation, here are 4 actions to take:

1?? Official communication??

Many customers receive news coverage from around the world from different media sources. Many questions may be asked about the company's resilience during this time, including about tech infrastructure vulnerabilities and general operations (you can also be active and send them a short update about it) . Make sure the company's management provides you with an official announcement about the situation and shares it with customers. Trust between you and your customer is very important in this situation, and you must be as transparent as possible. Currently, our country is under attack.

2?? Prefer email or instant massage communication??

Start every call (/zoom) by telling the customer if you have to leave the call suddenly, it is due to a rocket attack. These days, Slack is working extra hard.

3?? Involving Your Global Team??

Ensure that your global team members are part of every customer interaction. Their support is essential, and it demonstrates a united front to your customers. This collaborative "one team" approach helps mitigate any potential impact on your customers due to the situation in Israel.

4?? Prioritization is a key to your success???

This applies to the many tasks CSMs have to manage, but, right now it is crucial for you to stay on top of things. Ask your customer what can be handled later and what is a business issue that needs immediate attention. Working closely with your support team, make sure all support tickets are handled properly, allowing your customers to keep doing business with you (find a more suitable time for a customer QBR /account planning or other routine activity)

Israel is strong, we will do all we can to fight for our country and save our people????

Please feel free to reach out if you are a customer service manager or hold another customer relation role and want to discuss how to improve the relationship these days.

And for customers worldwide, your solidarity and support mean a lot to us. Stand with us as we strive to overcome these challenges together.

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