It is not typically the role or responsibility of the CSC team to 'sell' the Customer Success Program itself, but this is passed from either the BDS or internal sales teams. The sales team will usually provide a handover document a long with the order form from the customer.
It's important that we leverage the relationship that has been built with the sales person and the practice, in an ideal world we'd like a verbal handover from the sales team to the CSC, but this is not really practice due to everyone's time constraints. This is why we'll specifically refer to the sales person's name during our introductory call with the client.
Process:
- BDs BDS or internal sales perform challenger sale with the owner of the dental practice. Agreement on commitment to change application / processes.
- Practice owner signs order form and send to sales.
- Sales send through order form a long with a handover document detailing the practices why / prime contact / other details
- We'll either create a card in New Requests lane in leankit, or this is created by implementations. Typically new site orders are created for us, internal sales we'll create our own cards.
- CSC to arrange a kick off call and introduction.
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