Utilizing RACI Matrix in Customer Success
Which Roles does the Customer Success Team fill?
Customer Success Managers are typically responsible for a large number of accounts, each with varying levels of complexity, and can struggle when it comes to prioritization, account planning, and delegation. The RACI Matrix is designed to help you organize your team’s work so you can prioritize which tasks should be done first based on their impact on the overall project or account success. It is a tool that CSMs can use to ensure all actions required for a customer’s success are assigned, communicated, and tracked promptly.
It also allows each team member to know where they stand in relation to their peers, so they aren’t working at cross purposes with someone else’s responsibilities (or worse yet—ignoring them altogether). If there was any confusion about who does what within an organization, this would certainly clear things up!
RACI stands for the four roles that appear in the matrix: Responsible, Accountable, Consulted, and Informed.
The four roles in the RACI matrix are Responsible, Accountable, Consulted, and Informed. The first two roles—Responsible and Accountable—are focused on ensuring you’re doing things right; they involve setting up processes aligned with your organization’s goals and objectives. The Consulted role involves working closely with your clients during implementation or after the project has been launched so they can provide feedback as needed (and make adjustments if necessary). Finally, there’s the Informed role, where each team member receives regular updates about what is happening within their department, so they feel informed about everything going on around them as well as being able to help out where needed without having any information themselves – which makes sense considering these types of projects require lots of collaboration between departments from start to finish!
For example, if you’re in charge of a customer implementation process, you can use RACI to map out your customer’s internal teams and the different methods involved.
A classic project/task management tool, the RACI Matrix is a great way to map out your customer’s internal teams and the different processes involved in their journey. For example, if you’re in charge of a customer implementation process and want to know who should be responsible for each task associated with that process (i.e., what role or person within their company needs to sign off on each step), look at the RACI matrix!
The four roles are: Responsible – those who have authority over an area; Accountable – those who have responsibility for completing tasks; Consulted – those who provide information about whether something can be done today; Informed – those whose expertise helps make decisions about the next steps.
You have a box at every task and team member’s intersection. Each box represents a task, which is assigned to a team member. The team member is responsible for completing the job and should be consulted before it’s finished. If they don’t complete it in time, they’re accountable for why their work didn’t meet expectations or deadlines (and could face disciplinary action).