The need for CSE to be a good advisor to clients

The CSE needs to be a good advisor to the client.
This role will meet regularly with the client to review a series of agreed upon reports.
For areas of concern, a risk mitigation plan should be developed with the client, which should be re-drafted with the client and reviewed on a regular basis. In fulfilling these roles, we need to earn the right to be trusted advisors and de facto team members to our clients.
And once that is accomplished, great things can happen in terms of up-selling, referrals, and public relations.
Expanding sales to large customers is a top business priority.
According to TSIA, 60 percent of managed services contracts result in upselling of services, and 85 to 90 percent of future technology decisions are made by managed services providers.
For a managed business, nothing is more important than the relationship with the company.
Our largest clients that offer CSE or equivalent services are
Not only should they have a strong communication process with their clients, they should also have a strong communication process internally.
Internally, we also support our clients to review the status of their support. This internal review is not only to assess how things are going, but also
how well prepared we are for future success.
This internal review should not only assess how things are going, but also how prepared we are for future success.
Analyzing customer support is a good way to self-evaluate how these are doing and understand how you’re doing.
This complements the customer satisfaction feedback you get from formal surveys.
It can complement informal client satisfaction feedback obtained through feedback processes and discussions with clients.