New hires go through corporate HR training material such as time and expense, corporate policies, information security, and corporate systems. But for customer management processes ̶ such as weekly reporting ̶ and management best practices, historically, CSMs shadowed senior colleagues. The modern way now is to deploy new hire orientation best practice questionnaires, risk assessment training, and checklists in a CS platform to ensure all new personnel is entirely familiar with the vendor’s customer management philosophy. A CS platform can automate the deployment, track responses, and ensure everyone has completed the assigned items.
CSMs can use the same approach to train themselves and share with the CSM community on an ongoing basis as they learn new techniques. Questions and topics such as below should be answerable with the training content in the CS platform:
- “How are the vendor’s products useful for customers’ needs,”
- “How is the vendor product configured and implemented,”
- “What messaging should I use to engage with prospects,”
All CSMs will find this business and technical knowledge useful in interacting with customers.
