PHASE 15: CUSTOMER SUCCESS TECH STACK
Define process for selecting solution(s) that improve effectiveness and efficiency.
The right technology can support your Customer Success team’s initiatives, but it is not a magic wand. There is important infrastructure that must be in place to ensure the technology solutions will be effective. The technology landscape is crowded and finding the right solution for your team is vital.
1. You can access important customer data across different systems.
2. Your customer data is routinely maintained, cleansed, and de-duplicated.
3. You have an aggregate view of customer data in a single place.
4. You have a way for other teams to see aggregated customer data.
5. You have automated notifications for key customer milestones.
6. You have a dynamic customer risk score based on customer behavior.
7. You receive automated notifications when a customer displays risk signals.
8. You send appropriate outreach when a customer displays risk signals.
9. There is a clear best fit technology application for your company.
10. You have clear prioritization of your technology roadmap.
• Technology Readiness Assessment
• Technology Decision Criteria
• Vendor Identification
• Vendor Evaluation
• Implementation Guidance