#BetterTogether, like PB&J
the Unified CS Model 🥜
the Unified CS Model 🥜
Flagging an account triggers you to…
create a short-term action plan
Align with this member of the Account Team to ensure smooth transition
Your AD
The number of unified Key Customer Moments
five
The number of SCOs you should log per customer
3
Finish this rhyme: “__ days has September, April, June, and November...”
30
Fill in the blank: CSMs should utilize Flagged Accounts and ______ together to track overall customer satisfaction and account health
Sentiment Tracking
Customer receives reactive CSM support
Tier 3 customer
Account Teams validate business objectives and align on expectations at the start of a new relationship or a new year (post renewal) during this Key Customer Moment
Kickoff & Alignment
The home of the new Standardized Customer Objectives Playbook
go/UnifiedCSO
This type of moon appears in September
Harvest moon
These CSMs play an active role in empowering their teams with the information and resources to be successful and play a leading role in change management efforts
The Advocates
Internal Knowledge Transfers should be Completed in this Month
September
Starting in Q1, CSMs should start documenting up to 3 operational objectives from the SCO drop down field in Dynamics following this Key Customer Moment
Success Planning
Where your SCOs are logged in Dynamics
Customer Insights section
The two astrological signs for this month
Virgo and Libra
This video series is dedicated to highlighting the successes and best practices of CSMs across LTS CSO
CSO in Action
These customer tiers benefit from CS Scaled Support
ALL
CSMs may co-lead or contribute to this Key Customer Moment, depending on segment
Value Review
Documenting and Leveraging Standardized Customer Objectives occurs during this part of your CSM workflow
Key Customer Moments
On 8 September 1994, Microsoft renamed its product to Windows 95. What was the original name?
Chicago
The three components of our FY23 Unified LTS CS Model (hint: think of the wheel)
Focus & Prioritization
Customer Advisory
Rigor & Accountability
Service Tier information is available under this Tab on the Account page in Dynamics
“Summary” Tab
The Action Plan developed during Success Planning comes into play during this Key Customer Moment
Success Review
Fill in the blank: SCO capture customers’ operational objectives, whereas VEM captures customers’ ______ objectives
business
This member of the current British Royal Family was born in September 1984
Prince Harry, Duke of Sussex