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Aligning customer support and success: A workshop

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This workshop contains instructions and notes to help Customer Support and Customer Success leaders to educate, onboard, and align teams and colleagues. You can do all of the workshop in a 90-minute session, or do portions of it as part of your ongoing team meetings. The workshop helps teams in support and success to both understand their own domains deeply, and understand and appreciate a complementary function. Executives can use key slides to educate peers on key distinctions between the support and success teams. HR can use it for career pathing discussions.

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Aligning customer support and success: A workshop

  1. 1. 1 ALIGNING CUSTOMER SUPPORT AND SUCCESS A workshop to align, onboard, educate Paul Reeves VP, Customer Success
  2. 2. 2 AGENDA • Introduction • Workshop intro • Agenda building • Execute!
  3. 3. 3 INSTRUCTIONS How to use this workshop to align, onboard, and educate teams • This presentation contains both blank and completed copies of different facets of departmental design for Support and Success • Use the empty copy to introduce the topic • Allow team members to contribute ideas individually or in groups (Collect ideas on sticky notes) • As a team, vote on or prioritize the ideas • Recommended: • Set expectations in advance; is the workshop for discovery, or onboarding? • Make it clear before you start.
  4. 4. 4 ICE BREAKER Adjectives to describe… • ?? • ?? SuccessSupport
  5. 5. 5 ICE BREAKER Adjectives to describe… • Responsive • Scripted • Transactional • Low touch • Affordable • Heroic • Critical • Efficient • Proactive • Less scripted • Relationship-based • High touch • Expensive SuccessSupport
  6. 6. 6 CUSTOMER JOURNEY Where and how do Support and Success fit in?
  7. 7. 7 What’s the point? Many teams are part of the value journey. Where are our teams?
  8. 8. 8 MISSION Your mission unifies your tea with shared purpose and principles.
  9. 9. 9 TEAM MISSION What is the purpose of my team? o ?? o ?? o ?? o ?? SuccessSupport
  10. 10. 10 TEAM MISSION What is the purpose of my team? o Answering questions o Solving problems o Help customer realize value o Ensure product/service usage/adoption o Secure renewal o Help customer realize value SuccessSupport
  11. 11. 11 KPIs How do you know if you are achieving your mission?
  12. 12. 12 KPIs What metrics do you own? o ?? o ?? o ?? o ?? SuccessSupport
  13. 13. 13 KPIs What metrics do you own? Productivity metrics: o # tickets handled per period o Average response time o Average resolution time o # customer quotes/feedback Efficacy metrics: o Customer satisfaction o SLA compliance o Average # touches/reopens Productivity metrics o # interactions (week/month/quarter) o % of customers onboarded on time o # customer quotes/feedback Efficacy metrics o % of customers onboarded effectively o % feature usage o Growth/renewal (% or $) o % advocates/power users SuccessSupport
  14. 14. 14 RESPONSIBILITIE SWhat does your team do everyday to achieve their mission?
  15. 15. 15 RESPONSIBILITIES What does your team do everyday? o ?? o ?? o ?? o ?? SuccessSupport
  16. 16. 16 RESPONSIBILITIES What does your team do everyday? o Resolve inbound customer inquiries o Collaborate with internal team to resolve issues. o Create and maintain knowledge base articles o Be the primary point of contact o Build and maintain a relationship with the customer o Educate customers o Conduct business reviews SuccessSupport
  17. 17. 17 COMPETENCIES What skills, and knowledge do we have to have? $
  18. 18. 18 COMPETENCIES What do you have to know/be able to do well? o ?? o ?? SuccessSupport
  19. 19. 19 COMPETENCIES What do you have to know/be able to do well? o Ownership o Listening and understanding o Written communication o Oral communication o Positive communication o Troubleshooting o Relationship building o Results-driven o Conflict resolution o Meeting facilitation o Project management o Persuasiveness SuccessSupport
  20. 20. 20 ORG CHART How are we organized?
  21. 21. 21 HOW ARE WE ORGANIZED? Lorem ipsum Lorem ipsum Lorem ipsum Lorem ipsum Lorem ipsum Lorem ipsum Lorem ipsum Lorem ipsum Lorem ipsum
  22. 22. 22 Thank You • Thanks to the following professionals for feedback • Alexis Jenkins, Customer Experience Manager at HoneyBook • Julie-Jennifer Nguyen, Enterprise Success at Segment • Adam Ward, Customer Success at Zendrive • You can find a copy of this deck on Slideshare.net: • THANK YOUS

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