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The eight (8) pillars
- Alignment: Where is the Customer Success team fits in the organization and how does it influence (or not) the corporate’s processes and policies
- Team: The services and capabilities your CS team provides
- Segmentation: Your customer classification
- Playbook: What is included in your playbook and it’s used
- Resources: Resources that you provide for your customer’s success
- Onboarding: How are you helping your customer to ramp up to full productivity
- Relationship: Your customer engagement model
5
58 reads
ROI - 8th Pillar
How and when do you demonstrate that your solution generates value I classified various choices in each pillar into four buckets from Undeveloped via Emerging and Expanding to Conquering. Based on where you are in each pillar provides a score and allowed me to quickly identify the weakest points in the status quo, and a roadmap of milestones to implement improvements.
Based on where you are in each pillar provides a score that allows quick identification of the weakest points in the status-quo, and a roadmap of milestones to implement improvements.
4
33 reads
Examples of the ultimate Conqueror state 1/2
- Alignment: CS influenced the operations and compensation corporate-wide to align all teams around Customer Success via a Chief Revenue Officer or Chief Customer Officer.
- Team: The team is organized around customer goals (see next item) and provides a variety of services spanning account management, implementation, onboarding, training, support, marketing, and analytics.
- Segmentation: You shift your review of your customers from internal to external and segment them around common goals
- Playbook: You have a documented playbook for the entire customer journey that is used by your partners.
5
28 reads
Examples of the ultimate Conqueror state 2/2
- Resources: You have a vibrant and managed community for specific customer goals and lifecycle stages.
- Onboarding: You have an integration partner network that uses your implementation playboo0k.
- Relationship: You define together with your customer stakeholders the frequency of touchpoints to improve their business and what progress was made towards these business improvement goals.
- ROI: You establish benchmark baselines around customer-defined goals and present to stakeholders how they perform against your baselines.
5
30 reads
IDEAS CURATED BY
Generalist. Great minds discuss ideas, average minds discuss events, small minds discuss people.
CURATOR'S NOTE
The CSPI is a framework with eight pillars, used to detect weak points, define new strategic goals, enhance the team, tune the customer engagement process and optimise the technology landscape.
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