What are three things you can start doing to begin building an Enterprise Customer Success motion?

Three things that you can do to begin building an Enterprise Customer Success motion:

• Talk with decision makers who have bought your product. Learn everything from them about what was promised during the sales process, what implementation was like, how they will be reporting results from the engagement, how best to set up a Center of Excellence. This is not only key information in building out the motion, it is yet another thread what must be a multi-threaded relationship between your org and the customer.

• Set up a documentation system and standards and then train the sales org (AEs with their SEs) on how to drive documentation during the sales process so that 1) deal risks are surfaced and resolved early and efficiently while 2) insuring that the hand off to CS is smooth after the close.

• Sketch out the customer journey with product experts. This should result in clear identification of milestones that make or break the ROI. And each milestone can be broken down into checklists so that the journey to value is clear, powerful, and transparent... since you will share the CJ with the customer!