FY20-Q2 Support OKR: Define roles and responsibilities between Customer Success and Technical Support with new VP of CS. => 80%
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Establish consistent escalation path of customers issues. => 90%
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Define roles & responsibilities between tech support and customer success by end of April, 2019. => 100%
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Streamlined responsiveness to customer needs, consistent internal experience, developer happiness. => 25% we addressed streamlining in escalation processes but haven't devised measuring the latter 2 elements
Retrospective
Good
- Cross-collaboration with Success and Support management to define areas to prioritize
- Good initial division of accountabilities in customer escalation
Bad
- Iterations took too long to get through
- More focus on direct sync meetings than should be necessary
Try
- Better use of issues, due dates to be held up, and async movement
- More involvement with ICs in both departments
- Outline how to measure eventual success in changes/processes
Edited by Tom Cooney