Scaling Customer Success: Building the Customer Success Center of Excellence

© The Author(s), under exclusive license to APress Media, LLC, part of Springer Nature 2023

C. Madhwacharyula, S. RamdasScaling Customer Successhttps://doi.org/10.1007/978-1-4842-9192-4_3

3. Key Customer Success Workflows and Processes

Chitra Madhwacharyula¹   and Shreesha Ramdas¹

(1)

Saratoga, CA, USA

 

Once you’ve established a CS Org., you need to work out how the Org. interacts with other parts of the company. In other words, who takes on which responsibilities?

In our fictional company SoftCorp, the Sales team previously managed the end-to-end customer experience, from identifying prospects to closing deals and managing customer retention and expansion. When the Customer Succcess(CS) Org. was introduced, key questions had to be answered and decisions ...