Let's talk roadmaps! Has anyone had success in creating a CS roadmap for 2020? (9+ months at a time

Jung Kim
Jung Kim Member Posts: 20 Thought Leader
edited July 2020 in Strategy & Planning

 

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  • Jay Nathan
    Jay Nathan HLAdmin, Member Posts: 108 Gain Grow Retain Staff
    Third Anniversary 10 Comments Photogenic 5 Insightfuls
    edited May 2020

    Not sure if this will be helpful, buy here's a template roadmap that may be a good starting point: 

    image
    Typical Customer Success Roadmap
  • Gautam Sawhney
    Gautam Sawhney Member Posts: 10 Contributor
    edited May 2020

    Yes - This was one of the first things I did when I joined to align all my stakeholders and teams. Also, it was a way to forcefully prioritize the way that I rolled out thoughtful changes. Happy to chat in greater detail. 

  • Jung Kim
    Jung Kim Member Posts: 20 Thought Leader
    edited May 2020

    Awesome, would love to chat! my email: [email protected] :) 

     

  • Jung Kim
    Jung Kim Member Posts: 20 Thought Leader
    edited May 2020

    thanks, Jay! Is this for a 1+ year CS maturation model? 

  • Alex Farmer
    Alex Farmer Member Posts: 63 Expert
    Third Anniversary 10 Comments Photogenic GGR Blogger 2021
    edited May 2020

    Yes definitely!  Delivered 2019 CS roadmap and a bit late to the party for our 2020 one.  To start, we break down CS into three tranches - knowing our customers, enabling our customers, and helping them achieve their business goals.  To get buy-in from the team and drive alignment, we then split the team into three working groups who then focus on building their plans for each micro-roadmap.  They then present to me and the rest of the team.  Best ideas get synthesised into CS roadmap and socialised around the business to link into other business goals.

    Not a roadmap per se, but helpful overview of foundational and more advanced intiatives:

    image
  • Jeff Breunsbach
    Jeff Breunsbach HLAdmin, Member Posts: 277 Gain Grow Retain Staff
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    edited May 2020

    @Gautam Sawhney @Jung Kim Can you report back after the conversation? Would love to hear what some of the takeaways were so we can document them for the group. If there are materials that are sharable that would be great to post here as well. 

  • Jung Kim
    Jung Kim Member Posts: 20 Thought Leader
    edited May 2020

    For sure! I'm on a quest for a CS maturity model that works for the company at our stage/industry and is based off of a product-driven company. I'll keep you posted on my findings. @Gautam Sawhney - let me know if you'd like me to reach out to schedule some time. Looking forward to it!

  • Jung Kim
    Jung Kim Member Posts: 20 Thought Leader
    edited May 2020

    Hey Alex, so great! What do you think is the timeframe for these? Any chance you'd want to chat about the lower/more detailed levels of these? 

  • Alex Farmer
    Alex Farmer Member Posts: 63 Expert
    Third Anniversary 10 Comments Photogenic GGR Blogger 2021
    edited May 2020

    Yes happy to!  Time frame for each item?  I'd say 1-2 years if you're sprinting :)

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