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centrexIT
Knowledge Center

CentrexIT — Client Lifecycle

KB00020405
Danny Lopez Procedure Expired 1 min
ExpiredDanny Lopezv1.0
Expires May 26, 2023 (expired)

Purpose:

Section titled “Purpose:”

Client retention/Client satisfaction/Partnership Success

Scope:

Section titled “Scope:”

Sales/Projects/vITM/vCIO/Service Desk/Admin/SOC/NOC

Responsibility:

Section titled “Responsibility:”
  1. vCIO owns the client Lifecycle

Definitions:

Section titled “Definitions:”
  1. Client can be defined by any company vetted and signed on as an account with an active service agreement in place.
  2. vCIO is defined as a virtual Chief Information Officer whose time is fractionalized across a set of clients on an ongoing basis.

Procedure:

Section titled “Procedure:”
  1. Sales Process Engagement
    • Sales team engages prospects according to the sales process.
    • Director of Client Success assigns vCIO to the perspective client account.
    • Sales team schedules internal meetings to discuss perspective client with assigned vCIO.
    • Sales team schedules and runs the proposal review meeting with perspective client (ICE Meeting).
    • vCIO explains roadmapping/planning and ongoing engagement during “ICE Meeting”.
  2. Onboarding
    • Project team follows onboarding tasks within the project plan involving stakeholders form CIT and client.
    • Once a support agreement is signed and onboarding kick off is scheduled.
    • Onboarding is completed once support kick off meeting is conducted.
    • (Link to be included)
  3. Pulse check roadmap / Relationship management / Escalations, Communication, and Expectations
    • The vCIO owns the relationship and is responsible for maintaining it through regular pulse checks.
    • The vCIO determines the cadence based off client temperature, rate of growth, and preferred communication style.
    • The vCIO will complete the pulse checks using the preferred client communication method.
    • The vCIO will interface with clients via in-person, phone, video conference, or whichever method is best suited at that time.
    • The vCIO will oversee communications required during escalations and provide ongoing updates to properly manage expectations.
  4. Quarterly vCIO Meetings Who performs it, and what do they do?
    • The vCIO will perform the vCIO meeting in which vCIO alligns technology needs to clients business. vCIO then reviews clients budget and IT roadmap to ensure alignment with clients business.
    • The vCIO performs vCIO meeting according to agreed upon schedule with client. Typically quarterly, but sometimes bi-annually or monthly, deppending on rate of change within the company.
    • Please reference KB00003824 for scheduling vCIO Meeting.
    • Please reference KB##### for preparing and running vCIO Meeting.

Effectiveness Criteria:

Section titled “Effectiveness Criteria:”
  1. What measures are used to ensure the procedure is working or is complete?
    • CSAT
    • Client Retention
    • Client NRR
  2. What records are required?
    • vCIO Slide Deck
    • MyITP Assessments (TruMethods)
    • Service Desk Metrics
    • Hardware Warranty Report (ScalePad)
  3. Where are the records stored?
    • Pzzle (ITSM Application)
    • SharePoint Internal Client Folder
    • TruMethods (MyITP)
    • ScalePad
    • MS PowerBi

References:

Section titled “References:”
  • N/A

Process References:

Section titled “Process References:”
  1. KB00003824
  2. KB#####

Note: Please add KB relationships to core process, process. SOPs or other WIs on the right.