Establishing roles and responsibilities

Brian O'Keeffe

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?