We have a pooled CSM model in our SMB segment. Our touchpoints are generally quarterly and as needed. If you also have a shared model at your organization, how do you (or do you at all) introduce this service model to the client during/after implementation?
-Does the Implementation person own the introduction, or does CS own that after go live?
-Do you keep it pretty vague “after implementation, our CS team will be checking in on you from time to time to make sure things are going well and you’re maximizing value/achieving your goals….” or do you make it super clear what their touchpoint schedule is...”we will be reaching out to you once per quarter, and also when we notice an opportunity to provide some extra guidance to help you achieve your goals”….
If you have any advice on making a smooth introduction and transition during this point of the customer journey, let me know. Thanks!