At BeyondTrust, we focus on long-term success. Customer Success Management is a proactive non-technical approach that helps our customers to achieve their desired outcomes with our products and services. Customer Success Managers (CSMs) play a pivotal role in this process by fostering strong relationships, providing ongoing support, and driving meaningful results for customers.
How CSM Engagement Works?
CSM engagement follows a structured process that aligns with the customer’s journey. Here’s a breakdown of how it typically unfolds:
- Onboarding: CSMs guide customers through the onboarding process, ensuring a smooth transition and that they understand how to use the product effectively.
- Regular Check-ins: Scheduled touchpoints allow the CSM evaluate the progress of customer objectives, address any concerns, and provide guidance on optimizing their use of the product.
- Quarterly Business/Success Reviews (QBRs/ QSRs): These reviews offer a formal opportunity to evaluate customer performance, discuss new goals, and align on future objectives.
- Customer Feedback and Advocacy: CSMs also act as a voice for our customers at BeyondTrust, ensuring their feedback is heard and addressed. In turn, this facilitates our ongoing initiatives for continuous improvement.
The Value of CSM Engagement:
- Maximizing ROI (Return on Investment): CSM engagement ensures customers fully leverage our product’s capabilities, helping them achieve their desired outcomes, and ultimately delivering a better return on investment.
- Customized Experience: Recognizing the unique needs of each customer, CSM engagement provides individualized guidance and assistance, thereby fortifying the customer relationship.
- Long-Term Partnership: CSMs don’t just offer support; they build long-term partnerships, becoming a trusted resource for our customers.
With CSM engagement, both customers and BeyondTrust are set up for success, working together to unlock continuous value and mutual achievements.
