Learn about the 3 key areas where you need to take action to ensure you have a high-impact customer success program!
3 Key Areas to Focus When Building Your Customer Success Program #
One of the questions we get asked all the time is, “What are the key areas where we need to take action to drive the success of our customer success program?”
At Success Chain, we found there are three areas where organizations really need to focus their efforts to ensure the success of their customer success program.
How Will You Structure Your Customer Success Team? #
The first area is trying to figure out how do you actually structure and set up and operate your customer success team itself.
- What’s the org structure of our team.
- What are the roles and responsibilities?
- What are the skill sets that we need?
- What are the processes we should use?
- What are the tools that we need?
- What are the metrics we need to identify to make sure that we have a high impact team that’s operating well and delivering the impact that we need?
How Will You Engage Your Customers? #
The second area where many organizations need help is trying to understand what are the things that you need to do when engaging with your customers to get them, to take actions so they achieve a level of success that they wouldn’t achieve on their own and they achieve it faster than they thought possible.
And that’s actually an area where many organizations, especially junior CS staff, struggle, is how do you proactively guide your customer, challenge them and get them to accelerate their own success.
How Will You Drive Internal Alignment? #
And the third area is determining how you will drive internal alignment across your own organization, between your customer success team and the other departments such as sales, marketing, product support.
- Setting up a customer success team and program changes, roles and responsibilities.
- It changes who does what and how to engage with customers.
- It changes the information that everyone needs to do their job well and effectively.
All of it has to come together, so that each department can excel on their own, and that you deliver the customer experience and impact you want.
Driving, this kind of alignment is very challenging and many organizations lack the expertise and experience they need to do it quickly and effectively.
Success Chain Has Unique Expertise in All Three Areas #
At Success Chain we’re uniquely positioned to help in all three areas. Our team has an extensive background in organization development, change management and internal alignment.
We also have tremendous experience working very hands-on with big technology projects. To define requirements, implement technology, and most importantly, drive adoption and success once the systems are live.
By combining expertise in organizational change and alignment, with technology expertise and adoption expertise, we’re able to have a huge impact for our customers and make sure that everyone gets the results that they need as quickly as they can.
Learn How You Can Accelerate Your Customer Success Program #
We’d like to have a conversation with you to understand in which of the three areas you’re struggling the most. We can recommend approaches and solutions that have proven very effective with other organizations, and which we can adjust to meet your specific needs.
Please schedule a conversation with us. We’d love to learn about your situation and share some ideas that we think can help you move forward.
