Assignment: Act as a Customer Success Manager (=CSM) working for the company Instana, “Prepare a Customer Success Presentation on behalf of the company Instana to be presented to new customers for their on-boarding”
Main Tasks of a Customer Success Team:
- Find out what a user wants to do
- Motivate them to action
- Give them a map that shows them how to get wherever they want to be
Further notes:
- Making sure showing things from customer side
- Show the customers from where they can get information, how they can ask questions to the customer success team
- Show customers the public documentation of Instana
- Show customers where they can read about new releases (Saas customers will have a new release every 2 weeks)
- Important that customer understands how to get info out of Instana
- Ask questions about customers, for example we want to know why they bought Instana? For which projects the customer planned to use Instana for? What goals/ objectives they have with Instana? What time frame they want to achieve that? Are there any blockers holding them back at the moment from achieving their goals?
- What are the goals of the customer? We want to understand!
- We want to help customers achieving their perspectives
- Tell customers that they have everything they need with Instana!
- Also want to understand team of customers
- Summary: Goal/ project, Timeline, Any blockers
- Here we have to prepare questions for the customers
I have provided 3 power point presentations, which include these information but definitely have to be tailored! We are 3 group members for this group assignment, but have to submit only one presentation at the end. I have also provided you with the presentation slide template which should be used for this presentation.
Also important to mention that there will be an Ongoing Assistance Provided by the Customer Success Manager:
- Check-in calls to look for obstacles and opportunities
- Training for new users and on new features
Please see below the link to the official website of Instana: https://www.instana.com
I have also included 3 screenshots from another presentation with another topic, but it would be nice to have similar slides in the presentation for this assignment. Especially the one with the pyramid should be taken over and re-written related to this assignment.
First, I would need an agenda for this presentation as you can see that all agenda’s in our team are similar but still have differences.
Second, I need the presentation slides 😉
