Follow a CSM Transition Playbook. You can either create your own, or ask an admin to download a pre-built one from Vault. This ensures that CSMs with transferred accounts are all following the same steps. Here are some recommended tasks from the CSM Transition Playbook: Conduct internal transition meeting with new CSM; update CSM field in CRM Introduce new CSM to customer Create milestone for new CSM Align with customer on objectives & outline next steps Ahead of any customer meeting, review all existing Success Plans for the account. Success Plans contain a roadmap (sometimes known as account plan) for achieving your new customer’s objectives. Throughout the transition, keep a consistent log of meetings and updates via a team collaboration tool (Chatter, Slack, etc.). Ensure all CTAs are reassigned to the new CSM; your admin can utilize the Mass Edit tool for this. If appropriate, involve the relevant Account Executive for additional context.

Question

CSM Tip: What are the best practices for transitioning accounts to a new CSM in Gainsight?

Follow a CSM Transition Playbook. You can either create your own, or ask an admin to download a pre-built one from Vault. This ensures that CSMs with transferred accounts are all following the same steps. Here are some recommended tasks from the CSM Transition Playbook:
1. Conduct internal transition meeting with new CSM; update CSM field in CRM
2. Introduce new CSM to customer
3. Create milestone for new CSM
4. Align with customer on objectives & outline next steps
Ahead of any customer meeting, review all existing Success Plans for the account. Success Plans contain a roadmap (sometimes known as account plan) for achieving your new customer’s objectives.
Throughout the transition, keep a consistent log of meetings and updates via a team collaboration tool (Chatter, Slack, etc.).
Ensure all CTAs are reassigned to the new CSM; your admin can utilize the Mass Edit tool for this.
If appropriate, involve the relevant Account Executive for additional context.

Be the first to reply!