PHASE 13: CUSTOMER SUCCESS ENABLEMENT
Design an education plan that equips CSMs with the knowledge and tools to effectively execute Customer Success.
Ensuring maximum effectiveness of your existing team is vital before adding additional resources. You also need new resources to be effective quickly to keep up with new logo customer growth.
1. You have a charter with the business outcomes your Customer Success enablement team delivers.
2. You have a dedicated Customer Success enablement team.
3. You have a dedicated Customer Success enablement budget.
4. You know how much revenue each Customer Success resource can support.
5. You have a defined onboarding process for new employees.
6. You have a readiness program for new product introductions/extensions.
7. You have an account planning process.
8. You have plays for different Customer Success motions.
9. Maintenance of the playbooks is clearly defined.
10. You have a defined program for delivering learning.
• Customer Success Charter
• Initial Training on Playbook
• Train the Trainer
• Initial Coaching
• Ongoing Coaching via SBI Support