Establishing roles and responsibilities
![](https://us.v-cdn.net/6035665/uploads/0ZQFUZCJAIML/6-expert.png)
![Second Anniversary](https://us.v-cdn.net/6035665/uploads/badges/YSPQOPSNRMH9.png)
![Photogenic](https://us.v-cdn.net/6035665/uploads/badges/XS6H62LQJHIO.png)
![25 Insightfuls](https://us.v-cdn.net/6035665/uploads/badges/HE4RBPAYPD9W.png)
![100 Comments](https://us.v-cdn.net/6035665/uploads/badges/PG5ATMPF903I.png)
I recently started a new role and lead the scale initiative, including strategic lifecycle touchpoints, primarily through campaigns in Gainsight. The first thing I did is reach out to all key partners (marketing, sales, product, support, and training) to make sure they know what CS is doing, are familiar with the messaging, what it is designed to do, and when it is generated and partner with them to coordinate all customer communications. A heavy lift!
A partner approached me and started to map out a product update communication assuming I would own it. I responded it is owned by the product team, not CS, but that CS is a key partner. They seemed confused and asked me why? What's the best way you have differentiated between strategic CS communications and information or product updates?
Categories
- All Categories
- 193 GGR Information
- 168 GGR Cafe
- 19 Welcome to the Community
- 6 Badge and Rank Program
- 195 Specialized Groups
- 27 Future Customer Success Professionals
- 803 CS Conversations
- 199 CS Conversations
- 33 CS Operations Conversations
- 272 CS Org Conversations
- 31 Industry Insights
- 197 Strategy & Planning
- 71 Customer Journey
- 715 Technology and Metrics
- 275 Digital CS (Engagement Programs)
- 203 CS Technology
- 237 Metrics & Analytics
- 17 Value Realization