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.
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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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