Key Customer Success Workflows and Processes

Chitra Madhwacharyula and Shreesha Ramdas

Chapter Chapter 3 in Scaling Customer Success, 2023, pp 39-73 from Springer

Abstract: Abstract Building standardized, repeatable, and scalable workflows is key to operationalizing a CS practice properly, irrespective of the size or maturity of a company and its products. Laying the right operational foundations upfront will also minimize or remove the need for costly reorgs and reworks as a company grows and matures. In this chapter, we will cover some of the key processes and workflows in a Customer Success(CS) organization. We will discuss playbooks for critical workflows like customer journey mapping, customer onboarding, and strategic account management. We will also look at how to templatize and optimize these workflows for efficiency and scale, as well as the roles and responsibilities of different team members. Having a good understanding of these concepts is required to build out the foundational components of your CS Org. and your CS Center of Excellence (CS CoE)..

Date: 2023
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DOI: 10.1007/978-1-4842-9192-4_3

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