This is not surprising. Both internal and external documentation tends to be boring, outdated, and unhelpful. There is a reason why people don’t like to dig through support documentation or FAQs to find answers.
But good documentation can make your company more efficient. Especially in a field as multifaceted and rapidly changing as customer success.
Effective customer success documentation helps your singapore mobile database customer success managers (CSMs) work faster, better, and with less confusion.
There are many types of documentation you can use in your CS team. But five stand out as the most useful. Start with these five resources below (in order) to improve your customer success process.
We are well versed in customer success journey maps here.
Why?
Because these maps summarize the entire customer success process in one document. They show which parties in your company are responsible for different tasks throughout the customer lifecycle. They can also include useful information about tools, metrics, and handoffs.