#BetterTogether, like PB&J
the Unified CS Model 🥜
the Unified CS Model 🥜
Q: Launch the Flagged Account Process when you proactively identify...
A: Signs of growth or churn that would benefit from a short-term action plan
Q: Complete internal transitions with the previous CSM and this member of the Account Team before communicating with customers
A: Who is: Your AD
Q: Key Customer Moments are the five customer interactions that are consistent across ___.
A: What is "LTS" or "Solution Area"
Q: It's a best practice to align with customers on up to _(#)_ operational objectives they want to focus on in the year ahead (and track via SCO)
A: What is up to 3
Q: Finish this rhyme: “__ days has September, April, June, and November...”
A: What is 30
Q: Fill in the blank: CSMs should utilize Flagged Accounts and ______ together to understand and systematically track overall customer satisfaction and customers with signs of growth and churn
A: What is Sentiment
Q: Customers in their Tier receive reactive CSM advisory in Hiring and light proactive CSM advisory in Learning
A: What is a Tier 3 customer
Q: 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
A: What is Kickoff & Alignment
Q: The unified SharePoint that’s also of the home of the new Standardized Customer Objectives Playbook
A: What is go/UnifiedCSO
Q: This type of moon appears in September
A: What is a Harvest moon
Q: This group of cross LTS CSMs serve as champions and change leaders to help their teams drive customer value through the Unified LTS CS Model
A: Who are LTS CSM Advocates
Q: Account Transitions Internal Knowledge Transfers and Customer Communications should be Completed in this Month
A: What is: September
Q: CSMs should start documenting up to 3 operational objectives in this new field in Dynamics
A: What is Standardized Customer Objectives or "SCO"
Q: SCOs should be logged in the Dynamics Customer Insights Section under the "Learning" Tab for Learning customers and the ___ Tab for Hiring.
A: What is the "Talent" Tab
Q: The two astrological signs for this month
A: What are Virgo and Libra
Q: This video series highlights the successes and best practices of CSMs across LTS CSO
A: What is CSO in Action
Q: These Customers Benefit From CS@Scale Programs
A: What is ALL Customers
Q: CSMs may co-lead or contribute to this Key Customer Moment focused on showcasing customer ROI, depending on segment
A: What is Value Review
Q: Document and leverage Standardized Customer Objectives to drive and showcase value as a part of these consistent customer meetings.
A: What are Key Customer Moments
Q: On 8 September 1994, Microsoft renamed its product to Windows 95. What was the original name?
A: What is Chicago
Q: The three components of our FY23 Unified LTS CS Model (hint: think of the wheel)
A: What are: Focus & Prioritization, Customer Advisory, Rigor & Accountability
Q: ADs can review Customer Tier in Dynamics on the Customer Account Page and across customers in ___ .
A: What is “My Book”
Q: The operational objectives, success metrics, and strategies developed during Success Planning directly inform content for this Key Customer Moment
A: What is Success Review
Q: Fill in the blank: SCO captures customer operational objectives, whereas VEM captures customer ______ objectives
A: What are business objectives
Q: This member of the current British Royal Family was born in September 1984
A: Who is Prince Harry, Duke of Sussex