Congrats Brooke!One very important tidbit of advice from my side and this comes from my personal experience. Make sure you have full buy-in from the executive team on your high-level plan and you have their commitment to help you evangelize Customer Success throughout the entire organization. And don't allow them to just say "sure" or "sounds good." They should be playing an active role in helping you make this successful. I would do this before starting anything else (journey mapping, hiring, tool identification, etc.)I'm going to be on PTO for most of this week but would be more than happy to share my experience on a call next week if you'd like.
Hey Brooke,100%! Let's chat. Can you schedule time with me next week?https://calendly.com/daryl_colborneRegards,
Being that software is recommended in this thread, I would be remiss if I didn't chime back in wearing the day-to-day user hat of a platform that I also happen to work for. If you are just looking for a project management platform to manage your process there are lots of great platforms - but they don't create a process built on best practices for you, they just help you manage it.If you are looking for a platform that gives you pre-built processes, toolkits, and templates purpose-built for customers' success that make you look like a rock star now and that you can customize and optimize as you collect more data, AND also happens to be free (not just a free trial). You should check out totango.comIf you like your experience, Awesome! If it doesn't fit your needs, that's okay too (we always love feedback).
Best of luck to you as you get started in your new roles and as you continue to embark on your journey to make your customers successful.
Of course, Brian.Here are the 8 steps she focused on in the Webinar:
I am a little biased because I am all about using technology to make my life easier right BUT I think that the biggest mistake companies make is relying on the technology alone. So my recommendation before selecting a platform is to map out YOUR business requirements. There are a lot of great tools in the marketplace, but it is about finding the right tool for your specific needs. Often times we get dazzled by what a specific platform can do and lose sight of what we need it to do.
Always more than happy to help....
Hi Team,I've been scouring Gain Grow Retain for a 30 - 60 - 90 day plan and have only found one but I'm hoping there are more out there. I have a friend that is also brand new to Customer Success that is being tasked with building out a team and program like Brooke. I'm not crazy about the format that I used for my 30 - 60 - 90. Does anyone have a good sample they could share? And if I'm missing good examples that are already hidden in the community, my apologies!!!