Customer Success ManagementGetting good at putting out

fires, is not a strategy.

Aren’t we already aligned for Customer Management?Do the minimum and only when asked

What will change in focus look like?Full Lifecycle Engagement

When Should Account Management Kick-In?A Look at What Happens Today

Customer Acquired

1

Training completed

2

ProfessionalServices EngagementStarted

3

Run into Technicalissues

4

Engage Support

5

Project completes successfully

6

ITFAEngagementstarts

7

Customer Skills degrade

8

Adoption stalls

9

Customer Advocacyengages

10

Account Management

starts

When Should Account Management Kick-In?How we all want this to work

1

Customer Acquired

Training completed

2

ProfessionalServices EngagementStarted

3

Run into Technicalissues

4

Engage Support

5

Project completes successfully

6

ITFAEngagementstarts

7

Customer Skills degrade

8

Adoption stalls

9

Customer Advocacyengages

10

Account Management starts

Multichannel engagementFunctional Roles required to deliver Account Management

Loyalty Program

Product Management

Maintenance & Renewals

Account Team Contact

Technical Marketing

Professional Services

Customer On-Boarding

Training

Business Value Analysis

1. Revenue2. Size3. Industry4. Brand5. Referenceablity

Step 1: Segment our CustomersDefine the relative value of each customer to us

High

ValueMedium

Value

Lowest value

Step 2: Define Customer TouchpointsProvide Structure and Accountability

Onboarding

Project Kickoff Training Project

Close First ABRFormal

Handoff to Support

Best Practice Newsletter

Executive Call/Visit

Periodic Discovery SessionABR

Periodic Health Check Call