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Does your Customer Success Team understand its WHAT?
Do Customer Success teams really need a mission? Your company also has a mission statement (or they should). Isn’t that enough? It’s also fairly obvious what a Customer Success team needs to do. You have to help your customers and provide value. Why do you need to add another layer here?
It’s something that earlier in my career as a CS leader I didn’t pay much attention to. I focused more on the problems and tried to lay out a strategy to address them. I didn’t realize the mistake I was making. Creating a mission statement is actually one of the most important things that you can do for your Customer Success team — especially during COVID. It helps ground your Customer Success team so they know what they should focus on.
What is a mission statement?
Very simply, a mission statement should be a clear and straightforward statement so that everyone in the company understands what your team does. It should answer the question “what do we do?” As I outlined in my blog post The Cycle of Customer Success: A Blueprint for Customer Success Teams,
“Your mission should guide and empower your team on what to do if there were no processes or managers. It should also be a guide for the rest of the company in terms of what the Customer Success team stands for.”
