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?
- Assess the operational readiness of your organization
- Establish the vision, mission, goals, and charter of your CS COE
- Establish Focus Areas and Key Initiatives including:
- Standardization
- Efficient operations
- Scope of responsibilities
- 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."
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?
