The R engages in regular two-way communication with the C’s, relying on their expertise when needed.
Good candidates for the Accountable (A) role: Project Manager.Ĭonsulted (C) employees are the Subject Matter Experts (SMEs) who can help the Responsibles achieve their goals. Role in end-user training: The Accountable person would typically oversee the training’s creation and implementation, keep the task on track, and communicate progress to executives. Just as with the R role, there’s usually only one A because you don’t want too many chefs in the kitchen. The Accountable (A) employee oversees the project, and the “Responsible” role answers directly to them. Good candidates for the Responsible (R) role: Education Specialist or Trainer. Role in end-user training: The Responsible stakeholder would do things like designing the training and creating systems to evaluate its effectiveness. As a rule, there’s usually only one person in the “Responsible” role because multiple R’s could create conflict and slow progress. The Responsible (R) employee rolls up their sleeves, gets the work done, and makes key decisions along the way. 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.
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.
CUSTOMER SUCCESS STORY TEMPLATE 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.
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