Defining the Customer Success Process
What functions or activities will be included in your Customer Success Process? What will be the external Point of Engagement, where the group is introduced to the customers? How will that introduction be done so that the expectations of the customers are properly set?
What will be the internal Point of Engagement for the Customer Success group? Where and how will the Customer Success group interact with the other functional departments of your company?
The questions in the Process section below will lead you through the key factors to be considered in defining the operational workflow of your Customer Success group.