In December of last year, I was asked to participate in an expert panel on customer success team performance. The invite came from Darren Noy, Chief Science Officer of Kannetic, a start up that is building solutions that tap into the power of collective intelligence to help build high performing teams and organizations.
Using a process similar to the Delphi-method, Darren asked myself and 14 other participants to answer three surveys (one 10-minute, one 20-minute, and one 30-minute survey) where each survey built on the responses from the previous ones.
Here’s some of the people that were on the panel:
The aim of the survey was to identify a number of best practices for building high performing customer success teams.
The results of the survey were recently published. Here are the top 8 practices that emerged from the panel and aim to help engender the better understanding and engagement of customers and build a high performing customer success team:
On the back of the survey, Kannetic has developed a Customer Success Builder application that aims to help customer success teams:
You can find out more here: www.kannetic.com/customer-success-builder
Thanks to Pixabay for the image.