I am looking for ideas on proactive value-added outreach that my CSMs can do.
The challenge is we are a full-service solution so a large portion of our client wants to set it and forget it – meaning they don't want to engage or to think about us. They know we will work and do our job in the background and only want to engage for QBR's, but not even all of them want to hold those. We do have a customer portal but since we are full-service is it not uncommon for customers to not log into it so we can't even ask them about a decrease in logins as that is expected behavior.
Any suggestions outside of the normal industry trends, new marketing collateral that may be related to their particular vertical, quarterly business reviews, new release futures, etc.
Hi Saad! So my issue is with existing accounts that I have inherited; they are accounts that have never had a CSM before and been with our company for a while.
My challenge is to get them to engage at all. Some of these customers won't respond to any type of outreach. I cannot get my foot in the door to even present a QBR. Sharing best practices is hard since we are full service, we do it all for them so they don't really worry about best practices since we, in a lot of ways, handle that for them. Some of the customers I have spoke with say their favorite thing about us is they don't have to think about us - they just set it and forget it.
So, my challenge is how to stay in their mind in ways other then just sharing metrics - if that makes sense.
Would your customers find it interesting to learn from one another? Could you hold virtual events that provide value outside of the product? Eg how to grow your career in X? Or ways to measure productivity in X?This community was built on the notion of brining people together around the CS industry vs a particular product or technology, and the relevant topics are endless. Could you emulate this somehow, and use what you learn to drive more meaningful 1:1 interactions with your customers based on their goals for the upcoming quarter / year?