First client meeting of the new year

In the southern hemisphere, Christmas time is also the summer holiday season. Most folks don’t get back to work until mid-Jan and because of the number of public holidays across Australia and New Zealand such as Australia Day and Waitangi Day. Things don’t start to turbocharge until the second week of Feb.

I started to see my Top tier of customer success clients in the last week of Jan and I was thinking about how I would approach those meetings. The initial meeting is designed to reconnect, swap holiday and family stories, and address any issues that have spilled over from last year. The session is also designed to catch any immediate needs. From the customer success perspective, it’s also an opportunity to put the client’s mind into a planning mindset in terms of what the client wishes to achieve in the year ahead and how the CSM can help.

Here is a quick screenshot of the talking points for the first casual meeting with the client. Here is a super rough planning sheet I used with my clients. I didn’t write it out anywhere near as neatly but this picture describes the areas I wanted to address in the meeting.

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