Driving customer success by collaborating as strategic partner
context
There was a customer escalation to the senior leadership team because of functional inconsistencies in the system.
challenges
The revenue could be affected along with legal implications.
solution
The learner used the techniques learnt in the customer centricity labs to map out the implications for both the customer and her own organization. She wrote a comprehensive email, detailing the status and the plan of action. She set up a war room with all the stakeholders to share the plan and deep dive into the actions, collaboratively.
impact
The learner managed the escalation by being transparent and proactive, analyzed the situation through the lens of customer value, collaborated with key stake holders, looked at multiple narratives and defined a sustainable solution. She also ensured to create appropriate metrics and shared with the client which instilled confidence regarding the organization’s capability.