![]() ![]() ![]() This is where we go to the next level of detail. You can configure your key phases as needed. The key phases for customer success in some organisations is Land, Adoption, Retention, Expand and Advocacy. Here is the Action plan to help you use the board. I have added the Miro file in the asset section of this website while I wait for the Miro team to approve the template to be distributed on the Miroverse. To help me brainstorm the ideas and to get feedback from my wider team I devised this template in Miro. In order to help myself, I devised a customer success journey map to help me build out the customer journey into the following groups:Īligning all of these groups across a journey that includes these well-known phases: How would I make this new approach repeatable and therefore scalable? What tasks and activities do I need to do for the client and my organisation to be successful? What is the role of Customer Success in this organisation? I took a methodical approach and tried to answer some really simple questions. I did not believe I was hitting the mark with my clients.Īfter an especially difficult few weeks, I decided to step back and work on what I could do to help myself. My colleagues and management expectations had changed. The client's expectations had changed., they were more mature While the results spoke for themselves I began to realise that in the last 12 months things had changed. I had spent the previous 12 months in a hyper-growth company working out how to be a successful CSM. I had just been through a phase of achieving all my customer Success KPIs & MBOs but for some reason, I was not feeling successful. ![]()
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