CS Fundamentals
What does CSA stand for?
Customer Support Agreement
As an RSM, how often should you be meeting with your CSM?
Weekly to every other week depending on territory size
What is a benefit of a roadshow with your CSM?
Visit customers and potential customers
check on/find out about refresh opportunities
talk to current customers, see how you can use them to expand in the area (site visits, referrals, L&L, etc)
Continue to learn about the area- trends, themes, opportunities etc
Who handles installation of new accounts?
Cheryl!
What ecosystem component is CS primarily responsible for?
Ongoing Support & Partnership
What are two things you should discuss in CSM/RSM meetings
Current Open Opptys (refresh/moves/expansions/trainings/etc)
Partner wins (use these for visits, L&L, conference planning, etc)
Partner challenges (be aware for all the same reasons above)
Your upcoming travel plans to customers
Any upcoming conferences and what current customers may be there
Your deals that you are working on that are gaining traction and how can we help (certainly in negotiation & Finalized)
Any regional themes you are aware of
CSA renewals (when applicable)
HINT: We have an agenda already created you should be using!
What are things that CS can discuss with a prospect if/when you pull us in early?
CSA Benefits
Customer Journey
STEM Identity Day
Puts a face to a name
Answer questions about support
What is something CS does for customers during the school year?
Success Planning
What are the general territories of all three CSMs
Natalie - Mountains/West
Tim - Central/NE
Rachel - TX and SE
What information should an RSM bring to an IKOM to set up the customer for success?
DM/POC info
Info on the deliverables/layers/technology they are using etc
context on the deal/district, anything we need to know?
Funding information as applicable
What are the benefits to RSM for Refreshes to Current Customers?
Fresh new beautiful labs in your area!
--opportunities to use the Lab for site visits/events/ID day etc
Opportunity to get referrals
Commission
When does a CSA typically start and expire?
When is it an appropriate time to pull CS into a new deal?
Whenever you think we can help move things along or the potential customer will benefit!
What is the RSM role in an EKOM and what value do you bring?
You sold the deal - you bridge the relationship as they enter a new phase if their journey.
You are there to serve as the intermediary as CS starts to take over the relationship moving forward but you will still be involved potentially as you use them as a site reference, look to expand in the district, etc.
Think of a current customer - how can you leverage CS right now to potentially expand on that customer
Open Discussion
What is the purpose of a success planning meeting?
To discuss components of the ecosystem with the DM/Fac - then make recommendations based on that to bring their ecosystem back up to an optimal space
Who is the funniest CSM on the team?
Natalie! (duh)
What is a good reason to conference plan with your CSM?
Talk about what customers you may see, the current status, etc.
Warn about any unhappy customers that may approach so you are not blindsided.
Is there potentially a conference you would like your CSM at? Think and look ahead to discuss!
Name one strategic account that you and your CSM plan to target and why?
Bonus: What is your plan?
Open discussion
What are two benefits of the CSA? (bonus for listing more)
-Access to LH
-Access to support
-coaching
-1 fac foundations
-extend training
-spot
-lab assessment
-IF