Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.
At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.
Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.
Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.
The last fifteen months have been a whirlwind of Zoom backgrounds, instant messages, and lengthy email chains with customers. Although most SaaS companies are still operating remotely, the signs are pointing to a return to offices. While this means you’ll be able to work in a closer capacity with coworkers, it also means the return of in-person customer meetings.
Here are five keys to remember if you’re returning to in-person customer success meetings soon:
You’re asking multiple people to take time out of their daily schedules, travel if necessary, and sit down for an hour or more to discuss your vendor partnership. The value of the meeting must be explicitly clear to all involved and warrant an in-person meeting. Some examples of this include annual reviews, project kick-off meetings, or renewal conversations.
One perk of virtual meetings that we may take for granted is having as many people online as possible to get things done. While it may be harder to get this many people into a room together for in-person meetings, you should still prioritize having as many stakeholders and/or critical heads in the meeting as possible. This way, you can be sure that a meeting will be successful and that decisions will be made.
Even though things are returning to normal at a pretty brisk pace, some people may not entirely be ready for in-person meetings. This could also apply to companies that are transitioning to a full-time or partially remote work environment. Moving forward, all of your in-person meetings should have some virtual component or option so that, as previously discussed, all the right people can attend if possible.
In virtual-first meetings, it’s not uncommon for people to be working on action items as they’re being discussed. While in-person meetings may hold people’s attention (not as many opportunities for multi-tasking), it’s common for people to walk out of a meeting and move on to the next item on their calendar. So sending out follow-up communications, notes, and next steps will be essential to keep people on track.
Your customers probably haven’t had any big external in-person meetings in the last year either, so hosting or attending a customer meeting will be a big deal for both parties involved. CSMs can use this opportunity to highlight the ongoing value of the partnership, remind customers of why they’re partnering with your team in the first place, and put faces and personalities to names.
ClientSuccess helps CSM teams monitor customer engagement and identify key metrics to move customer accounts forward. As your team starts meeting in person with customers again, ClientSuccess can allow your team to show value and highlight customer wins. You can learn more about ClientSuccess with these additional resources:
