Extending CS CoE

Chitra Madhwacharyula and Shreesha Ramdas

Chapter Chapter 9 in Scaling Customer Success, 2023, pp 211-218 from Springer

Abstract: Abstract As SoftCorp expanded its business model to include channel partners to sell its products and services and to manage customer experience, their CS leader Janice was tasked with training and managing the partner’s Customer Success teams so they could offer their end customers the same type of experience that SoftCorp provided to its own direct customers. Due to the growing scope of her CS organization, Janice decided to expand the scope of her CS Center of Excellence (CS CoE) to include the CS Learning and Enablement, Community Management, and Partner Operations Management sub functions. In this chapter, we’ll take a look at how to set up these functions. If you follow the best practices and guidelines outlined in earlier chapters, you can easily extend your core components to include these additional responsibilities, and more.

Date: 2023
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DOI: 10.1007/978-1-4842-9192-4_9

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