Everything below needs updated for Guided
Process answers the question: “what actions should we take to achieve our goals?” This page describes the established practices and processes within the Guided CSM team which help us achieve our goals of supporting our customers and enabling them to be successful, long-term partners.
<aside> 🌙 **Post Sales Handoff** This process occurs through both Salesforce and Vitally. Below is an overview of the process along with additional details about tooling automation that facilitates the process.
</aside>
<aside> 🧑💼 Account Management Activities & Expectations ****Post-sales we nurture customer relationships across the customer lifecycle, flag risk and expansion opportunities, deploy playbooks to impact adoption, increase and measure value, and work through internal blockers to success by serving as the owner of internal account
CSM - Account Management Activities
</aside>
<aside> 📈 Success Plans CSMs update account-level Success Plans in Vitally on a quarterly basis outlining their proactive plan for each customer.
</aside>
<aside> 🕧 **Renewal Process** Finance, CSMs, and Sales all play a key role in customer renewals. While the customer renewal is a single event, our teams are constantly assessing the health of our customers and taking corrective action as necessary.
</aside>
<aside> 🧬 Customer Lifecycle Customer lifecycle stages are used to understand and guide how a customer interacts with us from first discovering it all the way to becoming a loyal advocate (and ideally, a repeat customer). Each stage represents a different point in the journey and defines how our teams are working with customers.
Guided Customer Lifecycle Stages
</aside>