The Amp It Up Fieldbook

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 ...