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  • Writer's pictureYas Longoria

Implementing a Scaled Customer Success Model

Now that we have outlined the successful scaled modernization of Mitel's customer success model, here's a step-by-step guide for individuals looking to replicate this process at their companies. Adapt these steps to your organizational context and continuously iterate for sustained success.

Assessment and Project Definition:

Identify Pain Points: Conduct a thorough analysis of your current customer success model, pinpointing areas that require improvement. Look for challenges such as high workload, extended working hours, and customer support delays.

Define Clear Goals: Clearly outline your project goals and objectives, ensuring they are specific, measurable, achievable, relevant, and time-bound (SMART).

Scope and Planning:

Evaluate Current Processes: Examine how customer success is currently managed. Identify tools and systems in place and evaluate their effectiveness.

Implement Unified Systems: If needed, introduce a unified system to track customer interactions. Consider platforms like Salesforce and Gainsight for creating a comprehensive repository for customer success history.

Address Resource Constraints: Anticipate and plan for any resource constraints, such as product end-of-life announcements leading to attrition.

Team Formation and Roles:

Assemble a Cross-Functional Team: Bring together a team with expertise in customer success operations, Salesforce development, and relevant domain knowledge.

Define Roles Clearly: Clearly define the roles and responsibilities of each team member. Ensure effective communication channels are in place.

Challenges Anticipation and Mitigation:

Change Management: Anticipate resistance to change, especially if transitioning from email-based account management. Document steps, create playbooks, and use collaborative platforms for easy knowledge transfer.

Account History Management: Implement a system for comprehensive customer records. Ensure transitioning or new team members can easily access and understand the account history.

Key Actions and Milestones:

System Layout Design and Testing: Design and test the layout of your chosen system, ensuring it aligns with the narrowed scope and proactive approach.

Playbook Creation: Develop playbooks and scripts for your chosen platform (e.g., Gainsight) to guide CSMs' daily tasks.

Integration Assurance: Ensure a smooth integration between systems. Test thoroughly to catch any discrepancies and ensure functionality.

Implementation and Transition to Scaled Model:

Gradual Transition: The goal is gradually shifting from reactive to proactive account management post-implementation. Monitor closely and address any issues promptly.

Continuous Improvement: Encourage continuous feedback from your customer success team and iterate often on your model for ongoing improvement.

After Implementation:

Evaluate Impact: Regularly assess the impact of the implemented changes. Measure improvements in efficiency, morale, and customer engagement.

Adapt to Feedback: Be open to feedback and make necessary adjustments based on your team's and customers' evolving needs.

Things I Learned:

Document and Share Lessons: Document lessons learned throughout the process. Share these insights with your team through collaborative platforms or knowledge-sharing sessions.

Invest in Training: Prioritize training programs for your team, ensuring they are well-equipped to handle the new system and processes effectively.

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