Level Set Your Customer Success Practice with These Questions
No matter what business or level of Customer Success your team is at, I’ve found there are a number of questions that should always be considered. You should not only think about these questions when starting a customer success practice, but also revisit over time as your team grows. The model of customer success is a long play for your company and should always be evolving. If you have any additional ones you think about in your day to day with your Customer Success team, please share!
For Customer Success Leaders
How can I ensure we’re set up to scale team & practices appropriately?
How can I gain executive buy-in for our team, practices and prove ROI?
Which metrics should the team focus on and overall Customer Success dept.?
How should I focus my time so that I can get the most return from it?
What’s the overarching purpose my CS team should focus on for our clients?
For Customer Success Teams
Are we aligned with our customers on expectations and value to be delivered?
What proactive methods can we build to drive our new customer onboarding?
What are signs of customer churn risk and how can we get ahead of them?
Do we know what our ideal customer type is?
GK
