PROFESSIONAL SERVICES EXCELLENCE IN ENABLING CUSTOMER SUCCESS
The TSIA STAR Award for Professional Services Excellence in Enabling Customer Success is meant to recognize PS organizations for a demonstrated organizational commitment to and record of achievement in enabling customer success. Successful candidates should not only be able to demonstrate strong culture and process, but also clear benefit to the PS organization or to the company as a result of excellence in enabling customer success.
Judging Criteria:
Overview
Please provide a brief overview of your STAR Awards submission including why you feel you have the winning entry.
Customer-Centric Culture
Please demonstrate how you integrate a customer-centric culture into your daily PS sales, delivery and operations.
Business Drivers
Please describe the primary business drivers or conditions that led you to adopt a customer-centric culture in your PS organization.
Defining Customer Success
Please describe the criteria you have established to gauge and/or measure “success” for your PS customers?
Customer Satisfaction Measurement
Please describe the operations, processes and practices you have put in place to facilitate C-Sat measurement for PS projects.
Customer Satisfaction Results
Please describe the progress you have made in achieving customer satisfaction results from your PS customers. Provide 4 quarters of summary PS customer satisfaction results as evidence of achievement in this category.
Incentives
Please describe your approach to providing incentives to PS employees to encourage and reward business behaviors that enable customer success and enhance customer satisfaction.
Training
Please describe any “soft skills” or other training programs that PS staff are required to complete which contribute to the achievement of customer success or the general culture of customer success in your PS organization.
Communications and Knowledge Sharing
Please describe processes and tools that you have in place to enable communication and knowledge sharing with your customers.
Business Impacts
Please document the economic impact on the PS business or the company as a whole, from having excellence in enabling customer success. Please provide multi-quarter data for all cited metrics to demonstrate positive movement.
Lessons Learned
Please describe the lessons learned from implementing your customer success enablement plan.
What Are Your Next Steps?
No process is ever complete. Looking beyond your current success, identify your next set of goals in order to refine and improve this plan.
Summary
Please provide a summation of your application—a “closing argument”—including why you believe you should win in this category.