Scaling Customer Success Part II
The discussion of scaling Customer Success is a popular topic as it is a common problem organization’s face as they grow.
What works as a fast-growing startup – where the Customer Success team’s focus is very hands-on, high-touch and usually quite bespoke, regardless of what the customer’s subscription fee is - does not scale.
But making this change is difficult.
Last week we looked at why making changes to an existing, successful engagement model is necessary when the company starts to accelerate its growth and how to create an engagement model that supports scale.
In part II of Scaling Customer Success, we review how to transition existing customers to a new, scalable engagement model and why, if done correctly, it is not as risky to do so as organizations may believe.
Chief of Staff at Emburse
4yGreat article Kia Puhm. I would add that offering varying services models can also be done effectively through a deep understanding of your ICP and the verticals your business may operate in. For example, there may be some industries where tech automation is more quickly and easily accepted and allows a business to get there more quickly than an industry that many not be as tech savy.
Senior Customer Success Manager | Digital CS | CS Operations
4yTotally agree Kia.