Maximizing Proactive Engagements

Question 1

What is capacity planning?

Answer 1

It’s the process of mapping resources to work that needs to be done.

Question 2

Why is the nature of a CSM job challenging when it comes to capacity planning?

Answer 2

1) CSMs often have both reactive and proactive responsibilities.
2) Customer Success is a young industry, it means lack of internal experience with internal capacity planning for companies
3) Automation options are often very limited.

Question 3

What does it take to build your own Customer Engagement model?

Answer 3

1) Segment your portfolio
2) Understand the customers preferences
3) Build your engagement model (I will reach out to you x amount of times per x)
4) Validate using a capacity plan
5) Track and refine over time

Question 4

What are the five rules of proactive engagement?

Answer 4

1) Make each interaction special
2) Be clear on your goal for the interaction (achieve and outcome)
3) Personalise the interaction to each customer
4) Leverage technology, if possible
5) Avoid inside-out thinking (phrasing the engagement)

Question 5

What should you keep in mind when developing your own plan?

Answer 5

Be realistic with your estimation.

Set the appropriate expectations with the customers.

Set yourself up for success - not failure.

Question 6

What are the components of an engagement?

Answer 6

Preparation

Delivery

Follow-up