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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