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Successful end-user training increases the odds that customers will adopt your software, which in turn should increase retention rates. The four roles in the RACI model will define who is involved in creating and implementing end-user training. The easiest way to explain how these roles work is to tie them to a specific example, so I’ll talk about how each role might be assigned in the task of end-user training-an important step in the customer onboarding process. RACI stands for: Responsible, Accountable, Consulted, Informed. RACI is an acronym that identifies the four different roles employees can play in accomplishing specific tasks related to customer success. What is a RACI matrix and how does it work? One tool for successfully scaling a CS initiative is the RACI matrix-a chart that clearly defines the roles each employee plays in reducing churn and ensuring long-term growth. The good news? Even if a camel is a “horse made by a committee,” you can build one strong, robust camel with the right planning and intelligent systems in place.
![raci matrix raci matrix](https://pbs.twimg.com/media/CNp-KjGUkAAUVTf.jpg)
How you organize that transition could make or break you in the years to come. After all, one or two scrappy CS Managers can’t keep an army of customers happy on their own-so once you’re managing a dozen accounts or more, you’ve got to scale your efforts.Īt some point in your business’s lifecycle, customer success becomes a company-wide initiative.
Raci matrix download#
Click here to download the RACI Matrix template.Ĭhaos and confusion can happen as a Customer Success (CS) initiative grows, but once you’ve moved past the startup phase you, you have no choice but to go big.