Tony and David will reach from their professional career and reveal their secrets on how they built a strong foundation for the customer success function from top to bottom.
According to Tony (source CS100 Summit: https://youtu.be/FddYewkY5bg), many organizations spend countless cycles talking about the vision and ideal end stage of what the function and customer success department could and should look like. However, he expresses that the tactical roadmap of what needs to be operationalized across the different factors is what’s most critical. Tony will share how to make customer success real in an organization by using the 3 R’s framework:
1) Relationship Management
2) Risk Management
3) Revenue Management
According to David (source https://www.youtube.com/watch?v=Cu7Am5acktA), a great framework is one that is very easy to explain. "It basically comes down to: How do I make sure the customers get the value on what they purchased?"
When designing a customer success program that scales, the concept doesn’t just apply to small companies, but really benefits the enterprise as well. Often times a large enterprise client will have a dedicated CSM assigned to their account, but that enterprise has many divisions. Your content, community and programs come into play in this scenario to create multiple, meaningful touch points across an entire organization – no matter how large.
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