GGR Blog - Developing an Optimal Strategy for Scaling Customer Success

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Heather Wendt
Heather Wendt HLAdmin, Member Posts: 321 Gain Grow Retain Staff
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This week, @Chitra Madhwacharyula shares her thoughts on creating a scale strategy for Customer Success.

As CS matures into a space where Standardization and Scale are possible, how do you lay down the right foundation for success? Building a Customer Success Center of Excellence (CS CoE) can help ensure the customers is at the very center of your focus.

So how do you get started?

  1. Assess the operational readiness of your organization
  2. Establish the vision, mission, goals, and charter of your CS COE
  3. Establish Focus Areas and Key Initiatives including:
    1. Standardization
    2. Efficient operations
    3. Scope of responsibilities
    4. Alignment and buy-in

These focus areas help

"...drive key initiatives to build a strong learning and execution model for the CS team, driven by data and adaptable to changing variables and environments."

Read the blog post here

How are you preparing a strong foundation for scaled programs that does not just check the boxes but instead adds value to your customer success strategies?

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