As CSMs, it is so easy to get caught in a state of reactive customer success instead of proactive. As we enter our final two months of the year, I’ve found myself reflecting on how I can continually be proactive with my book of business and stay focused on high level strategy.
For me, one of the things that helps me stay focused on high level strategy is a bi-weekly update in the Gainsight Timeline. Depending on your account ratios, this could also be a monthly, quarterly or bi-annual update. The goal here is really just to take some time (10-15 mins) to reflect on where your account is progressing today, where there may be challenges, where you may need assistance and where there may be opportunities for account growth.
We have a timeline template built in Gainsight with the following prompts:
- Progress Made this week
- Next Steps
- Challenges/Assistance Needed
- Growth Opportunities
Because I meet with customers on a bi-weekly basis, I try to maintain a bi-weekly update. For any customers that I met that week, I post my bi-weekly update by Friday afternoon. That way, the latest information is there and I have a clear list of next steps to work on over the next two weeks or to be prepared to speak to during my next bi-weekly. I also tag my CS and Sales counterparts/leaders to collaborate cross functionally on any challenges or growth opportunities
What is one thing you do as a CSM that keeps you in a proactive state? What sets you apart?