Brainstorm Your Scaled Customer Success Strategy with Parker’s Framework

Not sure where to begin with Scaled Customer Success? We’ve got you covered.

In this Blueprint, Parker Moore, Senior Director of Customer & Product Operations at Vitally, demonstrates a framework that you can use to brainstorm a Scaled Customer Success strategy for your business. This framework walks you through identifying your customers' challenges, needs, and the different structured approaches you can take based on their segmentation.

What You’ll Find

In this scaled Customer Success template, you’ll find three sections:

Overview

‍Identify your customer’s challenges and needs

• What do our customers need in order to get enough value from our tool that they give us value back?
• Explore the three categories of customer needs from your CS team (Accessible Educator, Intervening Partner, and Outcome-Focused Strategist) 

Brainstorm

30 questions you can ask yourself, spanning the customer lifecycle

• For example, what are your top customers using the most? What are top customers using the least? What is a non-linear adoption path customers take? What features have future use? What features have no use for a particular customer?

Segmentation

Map out the right approach based on audience, persona, and segment and key considerations for building an effective CS process

• Understand the nuances of your audience in order to tailor your approach accordingly

Pro-tip: Keep all your important Customer Success processes in one place with Vitally Team Docs — an integrated tool for documenting internal knowledge, workflows, and much more.

Exploring Vitally for Scaled CS

Discover how Vitally can help your Customer Success organization improve efficiency, productivity, and collaboration by requesting a demo today. Or, take an interactive platform tour here to explore Vitally at your own pace.