Customer Imperative - Enterprise CS RACI Matrix (Example)
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Segment: Enterprise [define]

Strategy: High Touch

Note: Complete one RACI matrix for each strategy
New Business Marketing
Customer Marketing
Biz Dev Rep (BDR)
Account Executive
Account Manager
Solutions Engineer
Project Manager
Solution Architect
Implementation Consultant
Technical Consultant
Education Specialist / Trainer
CSM/TAM - Named
CSM/TAM - Pooled
Automation (CRM, CS platform)
Support Specialist - Tier 1
Advanced Support - Tier 2
Engineering Support - Tier 3
Product Management
Finance / Accounting
Exec Leadership
Instructions
- Add specific roles your company has
- Remove roles that don't exist today in your company
- Add activities/processes in Column A
- Have multiple, cross functional leaders populate RACI indepenently
- Compare answers, workshop resolution on who owns what
- Complete one matrix per major customer segment
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MarketingSalesServicesSuccessSupportProduct
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AwarenessR
Responsible = Person who performs the activity
4
ConsiderationA
Accountable = Person who is accountable for the activity (approver)
5
Acquisition (presales)C
Consulted = Person who has information/capability to complete the work
6
Implementation overviewACRI
Informed = Person who has to be informed of the results
7
Scoping call(s)ACR
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Preliminary project planningAR
9
Statement of work developmentACR
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New Client
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Welcome email seriesAR
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Sales transition call (internal)CCR
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Value creation and measurement plan
CRCA
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Strategy call(s)CRC
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Establish project governance planCRC
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Build baseline project planRCCC
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Communication and change strategyRCCC
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Onboarding
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Kickoff meetingCIR
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Intro training, project teamARCCSM
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Intro to knowledge baseRCCCA
Presales engagement and support as needed
22
Change and communication planRC
Account planning and forecasting
23
Ensure community enrollment / activity
AR
Client QBR/EBR Ownership / Executive Status Report (monthly / quarterly)
24
Configuration sessionsAR
Account-level product coordination / follow up and updates (to client)
25
Testing and validationAIRR
Event owner relationship and communications
26
Weekly status callIRI
Post-con debrief meeting owner
27
Monthly steering callIRCCCA
Scope changes
28
Enroll users in trainingRA
Cross-event consistency
29
Train end usersACCCRI
Primary POC for account-level escalation
30
Onboarding CSAT surveyAIIIIIIR
Opportunity identification and support
31
Training CSAT surveyAIIIR
Onsite attendance as needed (larger clients)
32
Adopting
Capturing information and insights to include in account planning process
33
Train additional usersRA
Account plan input
34
30-day check-in calls ICR
Reference solicitation
35
Ensure support and KB usageICR
Manages account-level gross profit (with PMs)
36
Ensure community participationICR
Coach clients on moving from customized software to SaaS
37
Established
38
Proactive
39
90-day check-in callsCRCCCC
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Monthly value reportsAICR
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Exec business review (3-6 months)RCCCC
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Ensure community participationIR
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Product release updatesARA
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One-on-one product release consultation
IR
45
Identify upsell opportunityAR
46
Promotional offersRAC
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Upsell and expansion campaignsRAC
48
6-month NPS surveyAIRII
Gainsight, Delighted or other NPS platform
49
Market research surveyAIRI
50
Reactive
51
Handle support requestIIR
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Handle advanced support requestIAR
53
Handle product bug / issueICAR
54
Capture product feedback requestARI
User community
55
Handle billing inquiryRIRC
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Customer Support CSAT surveyIAR
Support CRM: Service Cloud, Zendesk, etc
57
Handle client escalationIRCCCI
58
Renewing
59
Send renewal noticeACR
CRM system
60
Communicate price increaseRI
61
Negotiate renewal contractRC
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Expanding
63
Upsell demoAR
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Negotiate upsell contractRCC
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Implement expansion modulesICRC
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Train on expansion modulesIRC
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Ensure usage of expansion modulesICCR
68
Advocating
69
Solicit review site recommendation (e.g. G2 Crowd)
ACR
70
Request referenceRC
71
Handle inbound referralRI
72
Solicit customer success story / testimonial
RAC
73
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