Customer Success Maturity Model
Additional Information
When I started running a Customer Success function for the first time I was surprised at how difficult it was to see how we compared to others. I knew how we did things internally, but had no benchmark for how we compared to other organisations.
Working with Professional Services, Employee Enablement or Resource Planning (WFM) I've always seen maturity models which give you an idea of where you stand. What does the start look like? What are the next steps to move up.
I've enjoyed using those models as they can give a roadmap for progress, and also a set of signposts to signal where you are. As a leader this is great to share inside an organisation to others that might not know how well you do.
To fill a gap I saw I have produced the above, based on conversations with others in the industry and working with CS leaders and Individual Contributors
Learn More
Enjoy what you are seeing here? Why not check out some of the other CS/Leadership models