Learn more about with this collection
How to analyze churn data and make data-driven decisions
The importance of customer feedback
How to improve customer experience
Mission
When you are just joining, rebuilding or forming a Customer Success team, you need to create a common purpose and direction for the team. I recommend that you pull your team (or CS leadership team if you have a large team) and draft out a mission statement. Every CS team needs a purpose — it doesn’t have to be perfect. You can and should refine it over time.
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People
The “People” section includes the following components:
- Determine the right CS team structure based on the customer journey.
- Properly define the roles and responsibilities of each CS team within your Customer Success function to support this structure.
- Creating a standa...
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The Cycle of Customer Success: A Blueprint for Customer Success Teams
After spending over 15 years in customer success, I’ve created a comprehensive yet simple approach that you can use to avoid many of the mistakes that I made and double down on the best.
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Customer Journey
Defining and refining the customer journey has taken a greater prominence in recent years within Customer Success teams. It’s more than just improving the customer experience. It’s about determining the right customer interactions that will deliver the customer’s desired outcome and ultimately dr...
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Process
This is the time to build out and standardize the processes that your team will use to execute on the customer journey. It will include how you coordinate the various transitions within the Customer Success team but also outlines how CS interlocks with the other functions such as Sales on complex...
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Technology
Technology can sometimes appear to be that mirage on the horizon when you feel like you’ve been wandering in the desert for days. Don’t go drinking from that water before you pass go! What I mean is that there are no quick fixes. Don’t invest your precious CS budget on any major technology soluti...
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Measurements
You should have metrics established for each and every stage and be constantly reviewing them. For example, when we created the mission statement at Bluecore, I grounded ourselves on the Net Promoter Score as I felt I could influence that metric within 6 months based on our direct actions while r...
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Other curated ideas on this topic:
Drafting A Mission Statement
Looking through the most important goals, find the common thread and draft a plan of action for your life, a compelling Mission Statement, taking as much time as you want. Let it sit there for a few days and do not think about it.
Review the statement after a few d...
The Benefits
A well-thought-out mission statement provides everyone with your core leadership values and priorities. It identifies the general direction of your actions to you and your team.
It also can vocalize your priorities to your team when you are not physically present.
Purpose vs Mission vs Vision
You begin with a purpose. A purpose is the reason why your organization has begun a journey, guided by the deeply-held values and beliefs that inspire it to make a difference.
Your mission follows the path your organization sets to arrive at its destination: When someone asks you where you ...
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