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Gainsight's Buyer's Guide to Customer Success Solutions Companion Doc
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Key Steps & Business Challenges

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1. Evaluation Team

Who should be involved?
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Let’s address one of the biggest mistakes you can make in rolling out a Customer Success Management platform: thinking of Customer Success as a silo. True Customer Success requires cross-functional buy-in from IT, sales, services, and product management. The most successful platform implementations consider the nuance of each stakeholder’s use-case and, in turn, how their role impacts the customer. A good way to approach the process is to use the RACI decision-making framework to define who is:
RACI role
Description
1
Responsible
The team driving the evaluation
2
Accountable
The team that owns the business process related to Customer Success
3
Consulted
The team that uses the CSM platform daily
4
Informed
The team that approves the investment and will be end-beneficiaries of the results
There are no rows in this table

Share this doc with your team and edit the Role and Person columns below:
My RACI for CSM deployment
0
RACI
Role
Questions
Person
X
1
Responsible
Customer Success or Business Operations Lead
Will this meet our business requirements?
Does the vendor have demonstrated experience supporting requirements like ours?
Will we have the support we need?
How can we get ready for this?
AD
Adam Davis
X
2
Responsible
IT Project Manager or Business Analyst
What’s involved in implementation?
What ongoing resourcing is required and who will own it? How will this work with our existing stack of systems?
AC
Alan Chowansky
X
3
Accountable
Head of Customer Success
Is this the right partner now and for the long-term?
How long will this take to get up and running?
What ROI do we expect to see, both short- and long-term?
LT
Lola Tseudonym
X
4
Accountable
Head of IT
Will this scale?
MM
Maria Marquis
X
5
Consulted
Pilot Sales Reps
How will this fit with my existing sales workflow?
AD
Adam Davis
X
6
Consulted
Data Team
Can this handle our data?
How will this enhance our ability to use data in business decision- making?
AC
Alan Chowansky
X
7
Informed
CEO/GM
How does this help us strategically?
Will we be successful with this?
LT
Lola Tseudonym
X
8
Informed
Head of Services
Can this help me drive services revenue?
MM
Maria Marquis
X
There are no rows in this table


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