Gainsight Associate Director, Client outcomes • Thu
Building a simple accountability matrix helps in ensuring consistent customer communication and avoiding duplicate ownership. One of the ground rules I like to establish is that Customer Success should always be proactive, not Support-led. We also define a clear ownership model: If something was working as expected and recently broke, it belongs with Support to investigate and resolve. If it's a new implementation, workflow, or business outcome the customer is trying to achieve, it should be ow ...Read More
223
Views
