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)

Sales Strategy
How a Sales Leader Moves Upmarket from SMB to Enterprise Customers
Moving from an SMB customer base to enterprise customers sounds like an excellent idea when presented in a board room. In reality, it is a very difficult and complicated transformation to pull off.   In today’s interview, we are joined by Stefano...
Read More
Go-To-Market Strategy
How a Marketing Leader Overcomes Common Outbound Obstacles
One of the biggest challenges among marketing leaders is being able to successfully reach an audience who wants to be engaged. Additionally, trying to retain or gain new customers is a costly investment.   Eric Quanstrom, CMO at Cience, joins us in...
Read More
Customer Success Strategy
Retain More Revenue by Choosing the Right Customer Success Technology
Managing Complexity and Competition   Cloud-based Software as a Service (SaaS) software delivery has revolutionized the B2B software sales cycle. It has streamlined implementation and heightened ease of use for customers and vendors alike. For vendors, however, these bright sides have come...
Read More
Sales Strategy
The Impact of a Third-Party Perspective on Customer Experience
As CEOs and CMOs continue to invest in customer experience programs, many are starting to build internal teams responsible for measuring and improving CX.   Brad Christian, Chief Customer Officer of Market Force, challenges this approach.   In this interview segment, Brad unpacks why...
Read More