Key Stakeholder Change Template

About this Blueprint

‍Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.

The first time you interact with a new main point of contact (POC) could be during a key stakeholder change. It’s important to make a good first impression, as they will be your account owner and potential champion for your product moving forward. In addition, having a standard process in place will ensure a smooth handover takes place when a key stakeholder leaves.

With Vitally Project Templates, Customer Success teams can quickly and easily standardize the Tasks that need to get done during this transition period.

Parker Moore, the Head of Customer Success at Vitally, uses this Key Stakeholder Change Blueprint to ensure all new stakeholders feel welcomed and confident in the product moving forward.

Preview of Blueprint

‍When to use a Key Stakeholder Change Blueprint

This Blueprint is ideal for Customer Success teams who operate with a Hybrid or High-Touch Customer Success model, where there is a strong focus on building deep, long-lasting relationships with customers. This Project Template can be used whenever a key contact or stakeholder is leaving one of your accounts, and a new point of contact is coming on board.

In this Key Stakeholder Change example, we’ve included three main Milestones and various Tasks to help you bring on a new key stakeholder and ensure a smooth transition. After you’ve created a delightful first experience for your new point of contact, you may also want to consider steps to:

• Recap - highlight what the new stakeholder's team has already accomplished with your tool
• Understand - uncover what goals and KPIs the new stakeholder is concerned with (this may be completely different from the previous stakeholder’s goals)

‍KPIs Impacted‍

• Net Revenue Retention (NRR) Rate
• Product Adoption Rate
• Net Promoter Score (NPS)
  

What data points or information will you need to complete or add?

The level of communication and interaction you have with accounts may vary, so you’ll need to look at the Milestones and Tasks and edit as needed. You can make these Project Templates as simple or detailed as you wish.

For example, depending on your Customer Success motion and the size of your organization, you might need to add more Tasks to make sure the new stakeholder is trained and adopting the product. Or, if you have a more Low Touch approach, you could automate your email communication and send new stakeholders links to self-serve training materials instead.

‍How can you customize this for other use cases?

This Key Stakeholder Change Blueprint uses Vitally Tasks, Notes, Conversations, and Account Traits. All of these elements can be customized in the Vitally platform to fit your team’s needs.

After your new key stakeholder is onboarded, you could also share a New User Onboarding Checklist so they can familiarize themselves with your product.

‍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 more Customer Success leaders are using Vitally below!