CCSM- 202

M A XIM IZING PROA CTIVE

ENGA GEM ENTS
Slid e Ha nd outs
 Maximizing Proactive Engagements

Module Goals

Understand why shifting from a reactive

to a proactive strategy seems like an
uphill battle.

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 Learn how to estimate the time
commitment of various types of
engagement.

Discover ways to maximize the impact of

every proactive engagement.

Discover a powerful planning tool that

will help you formulate a realistic plan.

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TOPICS IN THIS • Why Is Capacity Planning Hard?
MODULE • Getting Onto The ‘Front Foot’
• Maximizing Your Impact
• Developing Your Own Plan
• The Capacity Planning Tool

Why Is Capacity Planning Hard?

Capacity planning is the process of

mapping resources to work to be done.

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It’s about having a plan for how you’re
going to spend time to engage
proactively with your customers.

We all have the best of intentions.

The nature of the job makes capacity

planning more challenging.

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 CSMs often have both reactive
and proactive responsibilities.

Young industry means lack of internal

experience with capacity planning.

Automation options are often limited.

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 Capacity planning is not just a useful
tool for managers.

The most effective CSMs apply the same

methodology to their individual
portfolios of customer accounts.

Getting Onto The ‘Front Foot’

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Whilst some capacity initiatives may be
company-led, there is nothing to stop a
CSM from developing their own plan.

Effective time management is one of the

key skills needed by a CSM.

Five steps to develop your own customer

engagement model.

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 Segment your portfolio.

Understand customer preferences.

Build your engagement model.

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 Validate using a capacity plan.

Track and refine.

Your plan may show you that your

previous expectations were unrealistic.

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Maximizing Your Impact

When you do step onto the front foot,

it’s important to maximize your impact.

The Five Rules of

Proactive Engagement

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Make each interaction special.

Be clear on your goal.

Personalize.

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 Leverage technology.

Avoid inside-out thinking.

By following these rules, you’ll achieve a

greater impact on your
customer outcomes.

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Developing Your Own Plan

Be realistic with your estimations.

Set appropriate expectations

with your customers.

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 And with your boss.

Set yourself up for success, not failure.

You have a variety of choices

when it comes to proactively
engaging with a customer.

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Take your time to pick the right one.

In-person

Call

15
 Email

Chat

Each engagement can be broken down

into three components.

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Preparation

Delivery

Follow-up

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Make sure you include all components in
any time estimations you make.

Think about which engagement type is

the best choice to achieve whatever the
goal is for that interaction.

Think carefully about engagement

frequency – find the sweet spot.

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The Capacity Planning Tool

Wrap Up

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Understand why shifting Learn how to estimate the
from a reactive to a time commitment of
proactive strategy seems various types of
like an uphill battle. engagement.

Discover ways to Discover a powerful

maximize the impact of planning tool that will
every proactive help you formulate a
engagement. realistic plan.

customersuccess.community
successcoaching.co

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