Introduction
Objectives
Process Flow
Glossary
Raci

INTRODUCTION

PHASE 170. CUSTOMER SUCCESS

Welcome to the Customer Success stage, which is Phase 170 of the Food & Beverage 180 portal. This phase concentrates on all the processes, steps and provides information to the relevant collateral required for a a hugely successful transition into a Customer Success engagement.

OBJECTIVES

ORACLE OBJECTIVES

Oracle Standard CSM Model (dependent on OCI)

Advocate, engage with the right Oracle Experts
CLM Dashboard review, health of accounts, usage, including support tickets
New customer hand off calls
Internal account team
New customer hand off calls

FBGBU OBJECTIVES

Validate that the qualification is correct and this is a viable opportunity
Identify the Key Stakeholders, Coaches, Anti-Sponsors and Sponsors
Add value and removal of obstacles – real or perceived
Engage with the FBGBU Discovery Methodology to improve quality of process through to Customer Success
Provide a ‘foot-in-the-door’ at Discovery for Consulting Sales and EMM to articulate proposition
Standardised business analysis outputs at this stage so that it can add value and benefit subsequent stages

PROCESS FLOW

Below describes the typical process flows including references to documents or actions that may need to be completed to support this phase:

Research gathered from all available forms; digital channels (online/social media), on site visits, interviews or RFx documents if applicable
SE (Solution and Consulting) review discovery materials and the Process Mapping complete
Engage with Consulting Sales and EMM team
Initiate the process to engage with the ROI Tool where applicable
Account Plan Updated identifying all Red Flags, SWOT, Barriers to Win and a Strategic Plan
Validate the qualification of the opportunity - Go / No Go Decision

GLOSSARY OF TERMS

Acronym:	Type:	Definition:
EMM	Resource	Enterprise Menu Management
RFx	Document	Request For x (Request for Information or Proposal)
ROI	Document	Return On Investment
SWOT	Document	Strengths, Weaknesses, Opportunities, and Threats
SE	Resource	Solution Engineer
XLOB	Acronym	Cross (X) Line Of Business

Customer Success PHASE RACI

A RACI matrix as illustrated below will be used for each phase to help us define roles and responsibilities in every step of the FB180 process so everyone knows who's doing what.

This ensures standards in our approach whilst providing confidence and assurance to our customers!

Owner: Customer Succes Team

PHASE SLAs & KPIs

Estimated and average 1-2 working days, dependant on deal complexity

Tier 1: Dedicated CSM with additional CSMs providing regional specific coverage

Tier 2: CSM assignment agreed based on need. Structured CSM Review Once Per Month - Add value and removal of obstacles real or perceived

Tier 3/4/5: CSM assignment agreed based on need. Structured CSM Review Once Per Quarter

DOWNLOAD PDF:
PHASE 170. CUSTOMER SUCCESS
Click here

Introduction Video

Here you’ll find an overview of the entire 180 process, each stage can be drilled into revealing all the documents, playbooks & content of each 180 phase. Before you jump in please listen to a few words from Martin Ritchie, VP Customer Success, Food & Beverage Global Business Unit.

Applicable Tiers

Output Checklist

Below list’s the key outputs as a checklist that would be required to be completed within this phase:
- Define CSM engagement model
- Define customer assignment model
- Document on-boarding process and related documents
- Define method for measuring CSM success

Useful Links

TBC

Training

TBC

PHASE 170 - CUSTOMER SUCCESS