May 2024
Intermediate to advanced
192 pages
1h 27m
English
Content preview from The Amp It Up Fieldbook
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10Align Incentives for Customer Success
Customer success is the business of the entire organization. Dedicated “customer success” departments can undermine an organization's mission and sense of cohesion. If your teams are organized appropriately and held accountable for their goals, customer success should happen naturally. To resolve customer problems and grievances, a better approach is to make sure each team feels ownership for their role in resolving customer issues and ensuring client satisfaction. Keeping customer success integrated also reduces complexity, making it easier to solve problems and maintain client relationships.
The following activity will help you establish ownership over client relationships and success.
SUPPORT YOUR CUSTOMERS AT EVERY LEVEL
Everyone has a role in your clients’ success. Your job is to incentivize your people to feel connected to how your customers are doing. Complete the following table to specify what each departmental function is responsible for in ensuring customer success.
| Department | Role in the Client Experience |
|---|---|
If your organization has a dedicated customer success team, consider whether it would be better for all your people to be invested in your customers’ success. How could returning the client success roles to the relevant departments change day-to-day work at your organization?
Consider your mission statement (Chapter 3) and cultural values (Chapter 7). How ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.