Dooly's connected workspace helps CSMs capture the entire customer narrative and have seamless handovers.
We find that adoption for CSMs tends to work best if they start with note taking.
Step 1: Set up note templates
Help CSMs document their perspective and get the full customer narrative into Salesforce.
Some tried and true templates to make note-taking a breeze:
Sales to CS handover
Call types: kickoff call, account review, account check-in, feedback
Journey stages: renewal, growth, at risk, churn
Planning: account plan, CS plan
The CSM template gallery can help with inspiration for template structure, SFDC fields, and key questions to ask.
Step 2: Set up custom account pipeline views
1-click pipeline updates help CSMs update their accounts in seconds.
Here's some inspiration for pipeline views that your CSMs will absolutely love! (It may mean you need to add some additional fields to Salesforce so the team can more easily manage their accounts and prioritize their workday)
Today's next steps (filter on overdue next steps date)
Renewals this quarter (filter on renewals this quarter or fiscal quarter)
Expansion opportunities (filter on growth potential)
Advocate list (filter on advocate potential)
At risk (filter on at risk status)
Voice of the customer (filter on product feedback)
Step 3: Set up field sets
Help CSMs easily update all relevant Salesforce fields while talking to customers and planning for their accounts. Field sets are a great way to group related fields together for easier and faster updating.
Consider adding all the fields associated with the stages in your customer journey to speed up a CSM's workflow:
Step 4: Set up playbook cards
Make CSMs as confident on day 1 as they are on day 100, armed with the knowledge to answer any question or objection that comes their way.
Playbook cards display in real-time based on what is said or typed all while CSMs are taking notes on a call.
Here are some examples of playbook cards to create for your CSMs:
Process and steps to follow
Things to keep in mind while creating playbook content:
Focus on what someone will need to know, say, and share
Make them short and easily digestible