Robert Statsky

Create a Success Plan with a New Point of Contact

  1. Review the Customer Record in whichever CRM tool you use. If you don’t have a CRM, check your notes/spreadsheet. Familiarize yourself with the customer’s account, usage data, and any past interactions to get a clear picture of their engagement with the products.
  2. Engage the customer via phone, zoom, over email. Book a time to meet. In your correspondence, set clear objectives and define the specific goals and outcomes you aim to achieve during the conversation 
  3. Have a detailed agenda sent with the meeting invite. Once the call starts, use the agenda to outline the key topics and questions you want to cover during the call. This will keep the conversation focused.
  4. Pro-Tip: Ask Open-ended Questions: “What challenges or obstacles are you facing in your current workflow?  “How has our SaaS product impacted your daily tasks?” Ensure the call is recorded so you have access to the data afterwards and the resources and feedback are recorded in Gong.
  5. Pay close attention to the customer’s responses, taking notes to capture key insights and details. Avoid interrupting or immediately offering solutions. The goal is to understand their perspective fully. If a customer mentions a challenge or need, ask follow-up questions to delve deeper and gain a more comprehensive understanding.”Could you provide an example of when this pain point became a significant issue?”
  6. After gathering the information, discuss Feedback and Future Plans with the customer. Inquire about their feedback on your product and any suggestions for improvement. Ask about their future plans and how they see your product fitting into their evolving strategies. 
  7. Summarize the key takeaways and action items discussed during the call. Set expectations for follow-up actions and next steps, such as scheduling a follow-up meeting if necessary.
  8. Immediately document the information gathered during the call in your CRM. Share relevant insights with the product team, as well as other stakeholders. Follow up with any promised actions or updates promptly.
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