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How do you handle team challenges and conflicts that arise within a customer success department?

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3 Answers
Customer Success Leadership
  1. Agatha Hood
    Agatha Hood

    Unity Vice President Operations & Customer Success • 10mo

    Overall, we try to have a culture of open communication and psychological safety, as well as multiple methods to bring up feedback:

    • Peer reviews especially during performance cycles

    • Team-level internal CSATs to understand team collaboration and value

    • HR availability for sensitive topics

    When the feedback is on the team level, I try to address it directly and ensure all responsibilities are clearly defined between teams ideally removing unnecessary friction.

    1,371 Views
  2. John Brunkard
    John Brunkard

    Salamander Advisory Customer Success Advisor | Formerly Adobe, Sitecore, Red Hat, Symantec, Blue Coat, Intel, Dell, Dialogic • 2y

    Handling team challenges and conflicts in a customer success department is a critical aspect of maintaining a high-performing and harmonious team. It's important to foster an environment where healthy conflict can be harnessed for growth and innovation, while also adhering to company values, objectives, and mutual respect. Here's are some steps to consider as an approach to addressing conflicts within your team: Promote a Culture of Healthy Conflict: Encourage open and constructive dialogue with ...Read More

    1,188 Views
  3. Craig Woods
    Craig Woods

    SurveyMonkey Senior Director of Customer Success • 1y

    I remember doing a really great negotiating class that suggested that nearly all conflict could be distilled down to someone being surprised by someone else's action, leading to a shock of misaligned expectations. That sounds simplistic but the more I thought about it, the more I found it to be the root cause of the conflicts I'd experienced around me. At home, it can be as simple as my partner expecting me to clean up the dishes without saying it explicitly, and I didn't (just an example, of co ...Read More

    1,299 Views

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