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Strategic Planning
Defining program strategy and ensuring team wide adoption and delivery

Challenge:  The Customer Success organization needed an overall strategy

  • As a new team, no current strategy existed

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Challenge:  The Customer Success team needed clarity on service offerings and availability based on account type

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Challenge:  Customer Success and Account Management role confusion

  • Clients did not understand the differences between Customer Success and Account Management 

  • Internal teams were unclear on whether to engage a Customer Success Manager or an Account Manager

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