The eight (8) pillars
- Alignment: Where is the Customer Success team fits in the organization and how does it influence (or not) the corporate’s processes and policies
- Team: The services and capabilities your CS team provides
- Segmentation: Your customer classification
- Playbook: What is included in your playbook and it’s used
- Resources: Resources that you provide for your customer’s success
- Onboarding: How are you helping your customer to ramp up to full productivity
- Relationship: Your customer engagement model
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Generalist. Great minds discuss ideas, average minds discuss events, small minds discuss people.
The CSPI is a framework with eight pillars, used to detect weak points, define new strategic goals, enhance the team, tune the customer engagement process and optimise the technology landscape.
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