5 Steps to Earn Customer Trust When Transitioning Accounts
Transitioning accounts from other CSMs is a common scenario.
The process is usually smooth when the account you take over is already doing well.
But it gets more complicated when there are urgent issues you have to tackle head-on.
Here's how you can step in and earn your new customer’s trust in 5 easy steps:
1. Do Your Homework
First things first.
Get to know the customer’s ins and outs.
Review account notes, and listen to call recordings.
Meet with your colleagues who already interacted with the account.
Your top priority is to avoid asking repeat questions and come fully prepared.
2. Acknowledge and Empathize
Own it — Acknowledge any ongoing issues or challenges the customer is facing.
Start by listening to their feedback about their overall experience.
Identify a quick win to demonstrate your dedication to their success.
3. Prioritize Based On Business Impact
If you have multiple issues to address, start with the most urgent and important ones. Use the Eisenhower technique to decide what to focus on.
Track progress as if you were running a project. Identify owners, timelines, next steps, and action items.
4. Develop the Relationship
Keep in touch regularly. Update the customer on progress.
Discuss plans for adoption and success.
Invest time and effort into the relationship. It will help you build a stronger partnership and mutual respect.
5. Go Above and Beyond
Don't just perform your tasks - always go the extra mile.
Identify their preferred communication style and find creative solutions to their challenges.
Make sure their needs are met and they feel valued and understood.
And That’s It
The key here is to take action fast and show your dedication to the customer's success.
And the rest will (almost:) follow.
I hope that helps.
-Hakan.
Footnotes:
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