How Cross-Functional Teams Influence CS Outcomes

Customer success alignment means more than agreeing CS is important. To really make an impact, everyone must be clear on the ways their role influences the outcomes. That means identifying key points along the customer journey that require contributions from other departments and finding ways to get them involved at exactly the right moment.

Gainsight’s Essential Tool, Aligning Responsibilities & Outcomes For Customer Success, introduces the RACI model into your customer success approach. With this model, you’ll be able to outline who is responsible, accountable, consulted and informed at every major customer milestone.

Download to learn:

  • The purpose of a RACI model and its role in CS delivery
  • Organizational responsibilities for two scenarios:
○ New customer onboarding
○ Customer contract renewal

Developed in Partnership with Growth Molecules.

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