PHASE 9: CS ROLES AND RESPONSIBILITIES

Determine which types of roles are necessary and how they will interact with each other and other functions.

 

The right playbook needs the right people running it. Depending on where you are in your Customer Success journey, your expansion plans, and what your customers need, you will need to tailor your team’s talent profile to meet those needs. A clear delineation for other departments and functions will ensure effective and efficient division of efforts.

Rapid Diagnostic

1. You have clearly defined the RACI within your Customer Success team.

2. You have clearly defined the RACI between your Customer Success team and other functions.

3. You have defined the processes for hand offs between all groups at each stage of the life cycle.

4. You have tools in place to make team members more effective at each stage of the life cycle.

5. You understand what customer factors impact the level of support they need.

6. You understand the appropriate touchpoints for each type of customer.

7. You know the desired duration of each key touchpoint for your customers.

8. You understand your customers channel preferences for each touchpoint (i.e., face to face, phone, digital).

9. You know the level of preparation necessary for each touchpoint.

10. You know the amount of follow up necessary for each touchpoint.

Deliverables

• RACI (Responsible, Accountable, Consulted, Informed) Tool

• Defined Handoff Process

• Coverage Model

• Toolkit(s)

Go-To-Market Strategy
Could Headless Commerce Help You Win eCommerce Market Share?
With eCommerce increasing more in the last 90 days than during the previous 10 years combined, digital transformation is no longer a buzz phrase. Your company’s ability to interact and transact virtually with your customers and prospects will ultimately determine...
Read More
Customer Experience Strategy
Survey Results: How Market Leading Companies Plan to Make the 2020 Number
We recently wrote about the emergence of the Chief Customer Officer and took that opportunity to survey CCO’s about how they will make their 2020 number.   We found that companies had initially been planning on nearly 31% of their 2020...
Read More
Customer Experience Strategy
What a World-Class Customer Onboarding Process Looks Like
Customer Onboarding is a crucial activity for customer success teams. In fact, within SBI’s 4-Step Customer Success (CS) Strategy, successful Customer Onboarding is the #1 factor in ensuring that customers achieve their desired outcomes. Yet, if you were to ask...
Read More
Marketing Strategy
Customer Experience Isn’t a Straight Line, It’s a Complex Ecosystem
Customer Experience is more important now more than ever, as lockdown orders remain in place across the country, many companies are being forced to serve customers outside of traditional channels. Customer Experience is no longer a buzzword or the next...
Read More