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Co-founder and CEO of Stellafai - The Operating System for Customer Success Teams Where Outcomes Matter | Keynote Speaker | Author of DevOps Culture and Practice.

I’m often asked how I approach transforming customer success organizations into high-performing teams. Here’s a snapshot of my process, grounded in real-world experience: 1. Start with a Story 📖 Begin by creating a compelling stor - a proof point. One example I’m reflecting on (that resulted in the metrics below) involved just six weeks of working with a team to adopt cross-functional, product-driven behaviors. 📸 Document the journey as visually as possible. Use photos, videos, dashboards, and big information radiators. Show, don’t just tell. 2. Back it Up with Metrics 📊 Capture metrics that articulate the value of the changes in clear, impactful numbers. Leaders need to see the business case for scaling any transformation, and metrics like these help drive the point home: • Reduced lead time from idea to delivery: 38 weeks to 7 weeks (5.4x faster). • Critical bug fixes resolved 20x faster, dropping from 10 hours to just 30 minutes. • Functional confirmation time reduced from 4 weeks to 4.5 hours (34x faster). These kinds of metrics not only quantify success but also highlight the transformative impact of new ways of working. 3. Connect to Strategic Goals 🎯 Tie these metrics to higher-level business and customer success objectives. Ask critical questions: “Given this optimization, what opportunities does it unlock for the organization?” “How does this enhance our ability to deliver value to our customers?” 4. Let the Team Tell the Story 🙌 The most powerful transformation stories come directly from the teams who executed the practices, adopted new ways of working, and saw the results firsthand. Their energy, culture, and enthusiasm can become a seed of inspiration for the entire organisation. It’s not about consultants or external parties presenting to the C-suite. It’s about empowering those who own the change to spread their infectious enthusiasm and learnings far, wide, and deep. ✨ Customer success transformation is more than a strategy. It’s about people, stories, metrics, and impact. It's about celebrating the wins and scaling the success together! #CustomerSuccess #Leadership #TeamTransformation #MetricsMatter #ProcessOptimization #CrossFunctionalTeams #BusinessImpact #CSLeadership #CustomerValue

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Ishu Bansal

Optimizing logistics and transportation with a passion for excellence | Building Ecosystem for Logistics Industry | Analytics-driven Logistics

1w

How do you ensure the success of cross-functional teams in just six weeks? Can you share any specific metrics that have proven to be effective?

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