Last Spring, I was so thrilled to speak at Pulse on a topic that is near and dear to my heart - driving engagement with Stakeholder Alignment! Most of us in CS have at least one story where an executive refused to meet with us and then the account became a big churn risk (or churn), and I truly believe Stakeholder Alignment is a workflow that takes CS organizations from reactive to proactive.
As a CSM, navigating political complexity and multiple stakeholders is expected. But as your customers change priorities and shift strategies (especially in today's economic climate), maintaining alignment with multiple executives and decision makers becomes paramount.
What is Stakeholder Alignment?
A stakeholder alignment process helps us move from a state where we have no sense of who the critical customer stakeholders are and get blindsided by changes to the customer’s objectives, to a place where we have an automated and highly scalable cadence for engaging with critical stakeholders.
Why is stakeholder alignment important?
- Building relationships throughout the organization helps guard against future stakeholder changes
- Ensures that the customer’s priorities and desired outcomes remain front and center
Want to learn more? You can watch the Pulse session recording here!
And I would love to hear from all of you! What are your tips for building multi-threaded engagement with your customers?
