For organizations without "Customer Success" departments, what are some easy first steps to move in that direction (versus upheaval of entire org or conflict with Sales)?
@Chris Wright I would refer you to the paper "Four Phases to Becoming LAER Efficient." There are some clear patterns regarding the journey of establishing and scaling Customer Success. Also, Phil Nanus has great insight here.
One common tactic to establish a new CS capability without ruffling Sales is to first focus on your large, complex customers where Sales would appreciate assistance in driving adoption. Focus the CS resources on that charter first.
Thank you Thomas. Appreciate the response and insights!
And I like the suggestion of getting foot in the door by focusing first on large complex customer accounts where we can prove the concept and get buy-in from our Sales partners...
Hi @Chris Wright - There is an 8 minute webinar on a CS maturity model. Focus on Phase 2 vs. Phase 3 and 4. In phase 2 there is a matrix managed CX or CS initiative which is often focused on Voice of Customer. This helps cement the Customer culture in your company. It starts to get 'real' in Phase 3 and 4.
Biggest insight - You must go top down instead of bottom up when you hit Phase 3. Customer Success will break glass, and if you don't address the conflict up front you are pushing the hard conversations further down the line.
Customer success does need new skills. How are people helping management and HR understand the new skills needed for customer success? Customer success is very different from customer support but not everyone can articulate the difference.
Reading @Phil Nanus above, I am interested in how people are using CX to improve CS. And having written that, I am reminded of the fellow who insisted we have NAMs (Non Acronym Meetings).
@Chris Wright I recommend you first try to agree the scope of what Customer Success might be for your company and its end goals. Once this is established, it will provide you the foundations of how you want to structure it and operate it.
In addition to the TSIA resources, another good primer on the topic is the book, 'Customer Success' by Nick Mehta, which I've found really helpful for creating a shared understanding across internal silos.
Hi Chris, what we did as first steps
I am oversimplifying here, but advice from Thomas to focus on large and complex accounts was really helpful for us.