VER DISCO Introductory Customer Meeting The initial meeting between the customer and the team is a critical moment on the engagement where we aim to align on engagement expectations and establish a positive relationship with the customer. How To Perform This is a relatively informal initial call with the customer to introduce the team, the overall engagement, and to start building relationships. An introductory email should be sent to the customer explaining the purpose of the meeting and offering some times/dates that would work in your diary. The customer should then work with you to schedule the meeting before the engagement begins. This initial meeting should not need to be scheduled for more than 1 hour and, in many cases a 30 minute meeting can work well with a follow-up meeting scheduled if necessary. It is not necessary to formally present the deck template given below but it can be a good way to organize your thoughts and provide more of a talk track for the meeting. Of course, important items could be presented and discussed with the customer throughout the meeting. When preparing for the initial meeting, reflect on how you and the team will begin to build trust with the customer. We believe there are four components of trust: Competence, Reliability, Integrity, and Empathy. Consider how you will demonstrate these during this initial meeting with the customer. Click here to read more about Salesforce's perspective on Trust.