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_9

9. Extending CS CoE

Chitra Madhwacharyula¹   and Shreesha Ramdas¹

(1)

Saratoga, CA, USA

 

As Janice grew her global Customer Success practice and team at SoftCorp across different, geographically distributed regions, she ran into various challenges.

One was making those disparate teams, with their regional leaders and cultural nuances, feel like they were part of the same global CS community within the company. Another was ensuring that the new standards, processes, and tools released by the Worldwide CS CoE team on an ongoing basis were adopted properly by all the ...