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.
If you’re part of a SaaS customer success team, mergers and acquisitions are an all-too-common occurrence in your life. While these corporate milestones can mean growth and opportunity for your team and you personally, they can also be confusing and difficult to navigate for both CSMs and customers alike.
If you’re going through a merger or acquisition or want to ensure your team is prepared to manage M&A if and when the opportunity arises, here are six fail-proof steps to implement a seamless, pain-free process for your customers.
Your customers will have as many questions as your team does about the transactions’ in and out, so you need to have some answers on hand when they do. Take the time to research the acquiring company or the company that your team acquired. Focus on the details such as the business value prop, the leadership structure, tech stack, and more.
Next, take a look in your CRM to see if the new company involved in the transaction is an existing customer or a prospect. If they are either, this can be an opportunity to identify new opportunities, revenue potential, or other strategic ways your teams can align.
Now that you have more details and information about the M&A, it’s time to discuss this upcoming change with your customers. You have gathered the information and know more about the business cases, so you should be well prepared for any questions they may have. Depending on the timeline of the M&A, this may be the first introductory conversation of many down the road.
One of the great attributes of an M&A deal is that these kinds of transactions bring in new team members with different skill sets that can benefit your organization. When the timing is right, customer success leadership should schedule some time to meet up with counterparts at the incoming organization to discuss risks, opportunities and future strategic direction for customers on both sides.
M&A conversations are the perfect place to highlight all of the value your team has delivered to your customers throughout the lifecycle of your relationship. Schedule an Executive Business Review to open up this strategic conversation, discuss where your project plan is heading, and put future-facing intentions on the table.
As many of us know, M&A deals can take quite a long time to go through, and it can be even longer before actual change is realized. Regardless of the changes (or lack of changes) taking place, CSMs must stay actively engaged with customers and on high alert for any issues or challenges. Things move slowly during M&A until they move quickly, which means you need to stay plugged in at every step.
Ready to learn more? Check out these ClientSuccess resources:
