Stage View |
Demand Generation
Prospect
Qualify
Develop
Solution
Proof
Close
Deploy
Support
Transition supp...
Review support ...
Implement suppo...
Monitor support...
Confirm verifia...
Key Step:
| Transition Support Ownership
Rationale:
| Formally Transitioning Support Ownership helps the team clearly communicate the changing roles and responsibilities of the Account Manager and the Support Lead as the opportunity transitions from the Deploy to Support stage.
| Guidance:
As the Deployment stage concludes, it is imperative that you formally transition into the Support stage. This can be accomplished by including the managed support personnel in a post-mortem meeting, where transition of roles and responsibilities are formally discussed and agreed upon. If you can not have a post-mortem meeting (not having a meeting is highly discouraged), at the very least send an email to the customer and managed support person(s) documenting the transition of roles and responsibilities. For more information on the deployment post-mortem meeting, see MSSP Key step Follow up with power on success and references in the Deploy stage. Tips to remember while when transitioning Support Ownership: The Account Manager still manages the account relationship; this is merely a transition from the Sales team (who sold the support) to the support delivery team/person. It is very important to keep a tight relationship between the support lead and the Account Manager as the support lead often gains insight to opportunities on the Account before any other (due to the nature of their job).
Samples & Templates:
Documents for this Key Step include: |
Links: