Is anyone holding cross-functional meetings to triage key customer issues?
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Following on from today's CS Leadership Office Hours discussion on separating and clarifying the roles of customer success and customer support, is anyone using a cross-department forum to regularly triage and highlight key customer issues? If so, curious about the format (e.g. daily stand-up vs. longer meeting), agenda, participants, frequency.
I have seen a great example used by the team at Code42 where they do a daily standup including support, success, engineering and product, led by the support leader. Top 2-3 issues are prioritized / discussed, detailed notes are taken and distributed to the entire team each morning. Perhaps most importantly, the CEO reads the notes every day and follows up with questions. They call it CCR - Critical Customer Response.
Curious what others are doing and have seen work to ensure tight alignment across the org and visibility into key issues affecting the customer base?
I have seen a great example used by the team at Code42 where they do a daily standup including support, success, engineering and product, led by the support leader. Top 2-3 issues are prioritized / discussed, detailed notes are taken and distributed to the entire team each morning. Perhaps most importantly, the CEO reads the notes every day and follows up with questions. They call it CCR - Critical Customer Response.
Curious what others are doing and have seen work to ensure tight alignment across the org and visibility into key issues affecting the customer base?