About this Blueprint
Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.
Whenever you transition an account from one Customer Success Manager to another, several areas need to be addressed. The new CSM needs to have full context on the account they’re taking over. Meanwhile, the customer should also be aware of the change taking place and understand any new expectations moving forward.
With Vitally Project Templates, Customer Success teams can streamline the steps that need to be taken when an account gets transitioned from one CSM to another CSM. An internal process with clearly defined Tasks will save team members time and provide a smooth experience on the customer’s end.
Liz Kavney, a Senior Customer Success Manager at Vitally, uses this CSM Transition Blueprint to ensure that her customers receive the proper level of communication and the new CSM is prepared to pick things up right where they left off.
Preview of Blueprint
When to use a CSM Transition Blueprint
This Blueprint is ideal for teams where customers have a dedicated Customer Success Manager, Account Manager, or any main point of contact managing their partnership.
In our CSM Transition example, we’ve included two main Milestones and various Tasks to help you successfully handoff accounts both internally and externally. This Blueprint also provides a great starting point for those who may not already have a process in place.
KPIs Impacted
- Customer Satisfaction (CSAT) Score
- Net Promoter Score (NPS)
- Net Revenue Retention (NRR) Rate
- Account Health Score
What data points or information will you need to complete or add?
Depending on the size of your organization and the roles involved, you’ll need to edit the Milestones and Tasks as needed to fit your processes. For example, the account handoff process might vary if you are moving clients between CSMs versus AMs or another role.
As another example, one of the Tasks listed in this CSM Transition Blueprint relates to filling out an account transition Note. For this, you'll want to create your own account transition Note Template so that you can collect customer information that is specific to your business.
How can you customize this for other use cases?
This CSM Transition Blueprint uses Vitally Tasks, Notes, and Conversations. All of these elements can be customized in the Vitally platform to fit your team’s needs. In addition, you can make these Project Templates as simple or detailed as you wish, and adjust them to fit the key roles or use case at hand.
For example, you could create Project Templates for a smooth Sales to Customer Success Handoff. Or, you could use Vitally Docs to collaborate with customers and create an Onboarding Checklist for New Users.
Going beyond Projects
Beyond Projects, Vitally users have the ability to create Docs, Notes, Conversation Templates and much more to foster collaboration and overall efficiency. Learn how today’s Customer Success leaders are using Vitally below!
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We're now accepting submissions to our Blueprint Library to showcase how Customer Success leaders are creating best practices to help scale productivity and collaboration across their teams and customers.
