About this Blueprint
Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.
Not sure where to begin with Scaled Customer Success? We’ve got you covered.
In this Blueprint, Parker Moore, Sr. Director of Customer Operations & Education 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 Blueprint
In this Scaled Customer Success Blueprint, 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.
Request a Demo Today
Ready to Share Your Blueprint For Success?
We're now accepting submissions to our Blueprint Library to showcase how Customer Success leaders are creating best practices to help scale productivity and collaboration across their teams and customers.
