CSM Tip: What are the best practices for transitioning accounts to a new CSM in Gainsight?

  • 21 October 2016
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  1. Follow a CSM Transition Playbook. You can either create your own, or ask an admin to download a pre-built one from Vault. This ensures that CSMs with transferred accounts are all following the same steps. Here are some recommended tasks from the CSM Transition Playbook: [list=1]
  2. Conduct internal transition meeting with new CSM; update CSM field in CRM
  3. Introduce new CSM to customer
  4. Create milestone for new CSM
  5. Align with customer on objectives & outline next steps
Ahead of any customer meeting, review all existing Success Plans for the account. Success Plans contain a roadmap (sometimes known as account plan) for achieving your new customer’s objectives.

  • Throughout the transition, keep a consistent log of meetings and updates via a team collaboration tool (Chatter, Slack, etc.).

  • Ensure all CTAs are reassigned to the new CSM; your admin can utilize the Mass Edit tool for this.

  • If appropriate, involve the relevant Account Executive for additional context.[/list]

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