Proactive customer engagement is all about mobilizing your customer success organization to stay organized with strategic goals focused on desired outcomes for your customers. The way to achieve that is through standardized goal templates and tasks that address the plan that’s outlined for your customer success managers (CSMs).
What if you had a solution that was truly operationalizing your team and providing you ways to stay organized and in control?
Touchpoints do this by making meeting management more productive and efficient. It is your personal concierge for managing the entire meeting lifecycle from scheduling, preparing, executing, and following up. It provides an easy experience to view all meetings, schedule them, take notes and attach all context to the account without information silos.
Why do CSMs need help with meetings management?
Meetings form an important part of the role of a CSM. There are introductory meetings, kick-offs, on-boarding, periodic checkpoints, renewals, quarterly business reviews (QBRs), and executive business reviews (EBRs), not to mention the ad-hoc meetings to douse fires, help with support tickets or initiate upsell and cross-sell initiatives.
CSMs are the crucial cog when it comes to driving high-value meetings with customers. Onboarding done poorly can impact the relationship throughout the lifecycle. QBRs or EBRs are really important as they are often reserved for the most strategic customers. Done right, these meetings, or touchpoints as we prefer to call them, are a great opportunity to showcase both your product’s and company’s value to your executive sponsor.
The most common issues that customer success professionals face with regards to meetings are:
It gets nearly impossible for CSMs to remember meetings, even for those handling smaller portfolios.
For CSMs, it’s a mental overhead to remember, prepare and schedule them.
It isn't easy to take notes during meetings or put them in the right place and follow up. Doing so elsewhere and then copying back into the tool adds to the rigmarole.
Managing multiple tools and switching tabs to schedule meetings, sending emails, and accessing other account details becomes a drag on productivity.
In addition, CSM leaders have no visibility of meetings happening, the takeaways, and the next steps.