The Objectives of CSM Operations

<aside> 💡 - Customer Satisfaction: The primary objective of CSM is to ensure that customers are satisfied with the product or service. This is achieved through active engagement, understanding their needs, and offering solutions to enhance their product experience.

• Increasing Customer Retention: CSMs aim to minimize customer churn by addressing their concerns and optimizing their product interaction. This involves identifying churn risks and taking action to mitigate them.
• Expanding Engagement with Existing Customers: Encouraging existing customers to deepen their engagement with Rolling Global Digital, including upselling and cross-selling, to increase the overall profitability of the company.
• Conveying Value Through Blog Content: Strengthening the company's position as an expert in logistics and delivery by providing valuable content for clients and potential clients through the RGD blog.

</aside>

To achieve these objectives, we will need to implement the following strategies:

• Customer Satisfaction: Implementing regular satisfaction surveys and analyzing customer feedback to identify and resolve their issues, as well as adapting the product to their current needs.
• Increasing Customer Retention: Introducing an early warning system for potential churn, developing loyalty programs, and offering customized terms for key customers.
• Expanding Engagement with Existing Customers: Developing and executing strategies for promoting additional services and products, as well as creating personalized offers based on an analysis of the customer's service usage.
• Conveying Value Through Blog Content: Developing and publishing educational and informational content that helps customers better understand the market, use the product more effectively, and solve their current problems. Actively involving CSM in creating and promoting content aimed at enhancing customer satisfaction and loyalty.

Implementing the Objectives

1. Engagement with the Content Team: CSMs must work closely with the content marketing team to create materials that reflect customer needs and highlight the benefits of additional services or products.
2. Upsale/Cross-sale Campaign Planning: Developing special offers and programs aimed at encouraging customers to expand their cooperation.
3. Monitoring and Analyzing Results: Tracking the effectiveness of implemented strategies through key performance indicators (KPIs), such as retention rate, average purchase value, conversion rate in upsale/cross-sale, and blog traffic.

The process steps by step:

Familiarization with tools, processes, teams - Pre-onboarding

1. Familiarization with CSM Principles and Roles

   1. Gain the necessary access for work
   2. Study the material in the knowledge base at the following links:
      1. Principles (also known as rules).
      2. The Role of CSM at Rolling Global Digital.
      3. Client ICP (Ideal Customer Profile - who we sell to).

2. Familiarisation with the Company Website to Understand the Product.

3. Get to Know the Metrics and Methodologies Used in CSM

   1. Metrics, primarily, a CSM should understand how the economic value of the customer and Rolling Global Digital is formed. Accordingly, it's necessary to prioritise metrics - pay special attention to these:
      1. Financial: ARPPU, C2 conversion, MRR, ARR, COGS, Revenue.
      2. Quantitative: LTV, Churn (both Customer and Revenue), NRR (Net Retention Rate), EGR (optionally).
      3. Qualitative: NPS, CSAT, CES.
   2. Methodologies and Frameworks. Focusing on the following:
      1. Frameworks: Scrum, JTBD.
      2. Methodologies: Agile, PLG, Lean6Sigma.

4. Familiarisation with Tools

   1. Trello - as a tool for managing clients and tracking inquiries.

      1. Trello as a CRM. A distinctive feature is its color (Pink)

         

      2. Trello as a Servicedesk (You can familiarize yourself with the Servicedesk concept via this link). The distinctive feature is the Color (Blue).

   2. Email - serves as the initial point of contact with the customer, as well as an element for identification, ticket creation, and ticket closure.
   3. RGDom (Internal Portal) - a unified place for working with the collection and analysis of our clients.
   4. Stripe (Payment provider) - for all billing and customer charges.

   <aside> 💡 The outcome of this section is considered to be:

   • Understanding of Role and Principles: The CSM gains a deep understanding of their role in the company, fundamental operating principles, and the importance of customer satisfaction.
   • Product Awareness: The CSM becomes acquainted with the RGD product through the company's website, understanding its value and benefits to customers.
   • Knowledge of Metrics and Methodologies: The CSM acquires knowledge about key metrics crucial for tracking the success of the client and the company, and becomes familiar with methodologies that support CSM processes.
   • Mastery of Tools: The CSM gets introduced to essential tools, including Trello and the internal portal, which will be used for managing clients and tracking their activities and success. </aside>

   Introduction to Clients and Working with Insights and Teams - Onboarding

   1. Getting Acquainted with the Development Team and the Product Owner The CSM needs to construct a mental map of stakeholders (leaders) with whom they interact cross-functionally and how.

      1. Defining the Structure of Stakeholders

         	Role	Main responsibilities	Name
         	Product Owners	Generating ideas and prioritising them for a product enhancement. Product vision	Nikita Roshka
         Taras Kirilenko
         	Head of CSM	Prioritisation/implementation of Ideas within sales/csm team	Matua Dmitrii
         Google Chrome Extension Product

         Feature Addition/Product Enhancement | VP of Product | Feature implementation in products. | Nikita Kaziutin | | Works on the parts of a website or application that you can't see.

         • RGDom logic
         • Riley logic
         • Website logic | VP of Technology | | Stepan Dragan |

      2. Conduct meetings with each of the leaders (Product Owner, Head of CSM, Frontend Developer, etc.) to understand their roles and interaction processes.

      3. Determine communication channels and the frequency of reporting.

         1. Internal CSM Communication Boards (Trello (Pink) → Idea Board)
         2. Boards for Enhancement or Implementation of New Features (Trello → Backlog)
   2. Customer Introduction For communicating with customers and capturing their attention, we utilize welcome email campaigns (available in RG Dome → Letter), as well as focus on specific customer attributes (available in onboarding).
   3. We document the necessary information in Trello (board Rules → Company Card → Fill in the fields).

<aside> 💡 The outcome of this section is considered to be:

• Interaction with Internal Teams: CSM establishes communication with key stakeholders within the company, including developers, product managers, and other CSMs, for effective collaboration and idea exchange.
• Deep Understanding of Customers: CSM conducts analysis of the customer base, identifies key segments and their needs to create personalized service and engagement strategies.
• Active Use of Tools: CSM actively utilizes Trello for customer management, records important information, interacts with customers through email, and uses the internal portal for data collection and analysis.
• Application of Acquired Knowledge and Insights: CSM applies the acquired knowledge and insights to improve customer interactions, plans and implements strategies to enhance satisfaction, retention, and expand collaboration. </aside>

The overall outcome for onboarding a new employee would be: The onboarding process for CSM at Rolling Global Digital is aimed at achieving quick and effective integration into the team, understanding key processes and tools, and establishing initial contacts with clients. Mastering these fundamentals is critically important for successful interaction with clients, their retention, and expanding collaboration. It also contributes to increasing company profitability through upselling/cross-selling processes and conveying the value of the product through content.

Conveying value and identifying opportunities - performing/CusDev/prospecting

This stage is focused on actively conveying the value of the Rolling Global product to existing and potential clients, as well as identifying new opportunities for expanding collaboration (insights) through methods such as Customer Development and Prospecting.

1. Conveying Value

   When we know our product, location, and cultural aspect, our goal through communication tools such as messenger, email, and personal interaction is to convey to the customer the necessity of the product, replacing the concept of "pain" with the concept of "opportunity".

   1. After registering on the website we send the customer a PERSONALIZED welcome email from the CSM with a link to the на tg channel:

   Welcome to Rolling Global Digital! Hi,

    This is Nikita from RGD, and I wanted to officially welcome you to our world. I am so excited to guide you through this trial!
    
    If you did not get a chance to download and play around with the software, no worries. Take a look at this [Installation Guide](<https://rolling-global.com/blog/how-to-download-and-install-rgd-s-auto-booker-and-auto-refresher>). I am also attaching it in a video format [here](<https://www.youtube.com/watch?v=-xerIj7iyjs&t=3s>).
    
    Remember that this is a Google Chrome extension, so please make sure you are not using any other internet browser while we are setting everything up.
    
    Here’s the best news: Your first 7 days are on us! More than that, **no credit card details are required to get started!** (Do not put your credit card anywhere just yet 😅)
    
    The RGD extension is completely free for multiple users as long as they are under one Amazon Relay account, simply download the extension on the devices from your personal [account](<https://rolling-global.com/login>).
    
    ### **Please note, the software is recommended to use on desktop devices. To set up mobile access, please check this [article](<https://rolling-global.com/blog/how-to-instal-rgd-auto-booker-and-auto-refresher-on-i-os-device>) for iOS devices and this [article](<https://rolling-global.com/blog/install-rgd-amazon-relay-auto-booker-on-android-devices-in-6-simple-steps>) for Android devices.**
    
    During this time you will have full access to our Business Subscription **that would normally cost you $249**, it includes (but is not limited to) top-tier features such as;
    
    **⚡️ Lightning Auto Book** - faster at executing the task compared to a regular auto book
    
    **🧠 Board Intelligence** - non-stop notification system, keeping you updated on new load opportunities without a pause ([article](<https://rolling-global.com/blog/board-intelligence-stop-manually-refreshing-the-amazon-relay-load-board-and-improve-your-bottom-line>)), ([video](<https://www.youtube.com/shorts/kCQX-ovZcuk>))
    
    📍 **Exclude/Include Locations** - optimize your routes by escaping specific Amazon facilities, cities, states ([article](<https://rolling-global.com/blog/taking-control-of-load-matching-advanced-search-filters-for-carriers>)), ([video](<https://www.youtube.com/watch?v=2z08q2AMEOM&t=23s>))
    
    It is our primary mission to ensure that the users are benefiting from our service. To help you out, we have prepared a [**set of educational videos**](<https://www.youtube.com/channel/UCf4VqaNhsKkaiztSVQ5tRIw>) demonstrating all of the impactful features that we offer.
    
    It is best to start with [basic functions](<https://www.youtube.com/watch?v=3v4aL4vHzJE>) and follow other uploads on our channel.
    
    Remember,  if you have any questions, just hit **“reply”** to this email.
    
    We’re more than happy to schedule a call on zoom for a [**live FREE DEMO**](<https://rolling-global.com/form>).
    
    Regards,
    
    Rolling Global Digital
    
    **P.S.**
    
    This free access will provide you with more value and loads that you can think. We spent months on creating this tool, investing all of our time into it.
    
    Visit our [FAQ](<https://rolling-global.com/faq>) page for more information, here are some of the most **frequently asked questions** 👇
    
    Will I get banned using Amazon Relay Auto Booker?
    
    Your business security is crucially important to us. First and foremost, we want to emphasize that none of our valued members have ever faced account suspension due to the use of our automation software. While using our tool, it's important to ensure you don't run searches too quickly, even if it means potentially missing out on some loads. Please operate the software at a pace where you avoid seeing failed searches. This not only safeguards your business but also ensures optimal results from the software.
    
    What are Failed Searches?
    
    It was our responsibility to be transparent with our customers and show how optimized the extension is functioning. Having Failed searches is common, but it DOES NOT mean that the software is not working. Few failed searches are common and might appear, but this will not play a significant role in your search.
    
    Error when uploading Chrome Extension with manifest v3?
    
    You might receive a manifest error when uploading RGD Auto Booker & Auto Refresher to your Google Chrome. Close the warning banner, as this error will not impact the software.
    
    Why am I receiving a Website Temporarily Unavailable error when searching for loads?
    
    You might receive a Website Temporarily Unavailable banner when trying to search for loads at a high frequency of refresh. Since Amazon has set up a limit for refreshes per IP, members will not be able to launch multiple high-frequency searches that previously were available to them. To do that you will need different IPs.
   

   2. We reach out and identify the main keys - customer's full name, contact details, via email: Example of a letter:

      "Here will be the text of the letter.”

   3. We transition communication into a "Private" mode - chatting in messengers or using voice communication.