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What's a good way to approach decisions that other teams feel they should own vs. customer success feels they should own?

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2 Answers
  1. Steph Gerpe
    Steph Gerpe

    LinkedIn Head of North America Customer Success, LinkedIn Talent Solutions • 14h

    When there’s ambiguity around ownership across teams, I try to shift the conversation away from “who owns this?” and anchor first on “why does this matter?” For me, the starting point is always getting alignment on the core problem. Why is this something the organization is rallying around? What is the outcome we’re trying to drive, and why now? If that “why” isn’t clearly defined and shared, teams will naturally default to protecting their scope or optimizing for their own priorities. But when ...Read More

  2. Ed Sowden
    Ed Sowden

    Splunk EMEA Director of Customer Success • 4mo

    This is type of situation can often arise in the business world with cross functional teams. The key is to focus on the business / customer outcomes. What is it we are trying to achieve and how does it impact the business or customer. It's important to focus on collaboration, clarity and customer value - things that are important to all stakeholders. Think to consider are: Clarify Roles: Review your RACI's if they exist or consider setting up a session to map out who leads what. Collaborate: Ens ...Read More

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