Introduction
CSMs play a critical role in ensuring customers realize value from your product. By leveraging tools like Success Plans, Customer Goals, and Dashboards, they can share actionable insights and reinforce the ROI achieved. This article outlines strategies for empowering CSMs to deliver impactful value updates during customer interactions.
Step 1: Align on Customer Goals and Objectives
Ensure that all value-sharing efforts are rooted in customer priorities.
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Leverage the Customer Goals Feature: Use Customer Goals to identify and track key objectives.
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Document Goals in Success Plans: Align broader milestones in Success Plans.
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Collaborate with Stakeholders: Regularly validate goals during check-ins or EBRs to ensure alignment.
Step 2: Prepare Insights Using Dashboards
Equip CSMs with data-driven insights to share with customers.
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Build Goal-Focused Dashboards: Use Dashboards to visualize progress toward customer goals.
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Segment Insights by Account or Persona: Create widgets tailored to specific customer tiers or personas for relevance.
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Automate Updates: Schedule automated reports to ensure data shared is always up-to-date.
Step 3: Deliver Value Insights During Customer Interactions
Use customer meetings to reinforce ROI and share progress updates.
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Highlight Key Wins: Use Success Plans to showcase milestones achieved and ROI delivered.
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Address Challenges with Data: Leverage dashboards to identify and discuss areas needing improvement.
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Solicit Feedback: Gather input from customers to refine goals and adjust strategies as needed.
Step 4: Follow Up with Shared Resources
Reinforce discussions with targeted follow-ups and shared materials.
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Send Customized Success Snapshots: Provide summaries of goals, achievements, and next steps.
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Share Relevant Resources: Use Journey Orchestrator to share tailored guides or insights post-meeting.
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Document Key Takeaways: Log all discussions and follow-ups in Timeline.
What’s Next?
With CSMs delivering impactful insights, the next step is to deepen customer engagement through structured workshops and training sessions.
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