Digital Customer Success

9Company‐Wide Digital Program Governance and Cross‐Functional Collaboration

Checklist

• Establish a Digital CS programs team with a dedicated leader. This team will function as a central committee that sets company‐wide CS goals, develops strategies, and recruits and oversees subsidiary tiger teams.
• Assign each tiger team a particular digital initiative, and, if need be, break the team into smaller execution teams to oversee deployment.
• To staff the Digital CS programs team and tiger teams, look for people who can represent the different arms of your business.
• To keep your teams focused on specific, tangible, and achievable objectives:
  • Align them around a limited number of projects.
  • Develop a shared, cross‐functional framework as well as a shared scorecard.
  • Create project milestones with cross‐functional reviews and sign‐offs.
• For certain initiatives, determine who owns tracking and instrumentation, in‐product experiences and messaging, and strategy and approvals.
• Solicit executive buy‐in by demonstrating the value that the teams will deliver.
• Share the work of your cross‐functional collaborations with, and report the results of their initiative(s) to, everyone across the company.
• Obtain a Digital CS platform that enables at least one of these channels: email automation, in‐app communications, and Community and/or customer hub.

We've long preached that Customer Success needs to be a company‐wide initiative rather than a siloed function. Although few people on the ...