Delivering Customer Success: Collaboration across CSM and DevOps

Customer Success Management (CSM) is a proactive, holistic, and relationship-focused approach to ensuring customers achieve their desired outcomes using your product or service.

DevOps is an approach that encourages collaboration across teams responsible for building, deploying, and operating technology systems. But, it's not collaboration for the sake of collaboration, we collaborate to create great customer experiences and deliver business value. Shipping software and running reliable systems is an important part of creating a great customer experience but it's not the whole story.

These two disciplines have a lot in common and can learn from each other in the quest to create great customer experiences.

• Customer-centricity: Both CSM and DevOps prioritize understanding and meeting customer needs, aiming to deliver value throughout the customer journey.
• Data-driven decision making: Both rely on data and analytics to track progress, identify areas for improvement, and make informed decisions.
• Focus on continuous improvement: Both embrace iterative processes and strive for continuous optimization to enhance customer satisfaction and efficiency.
• Value collaboration and communication: Both recognize the importance of breaking down silos and fostering cross-functional collaboration for achieving shared goals.

When CSM and DevOps collaborate effectively, they create a powerful feedback loop that drives continuous improvement, enhances customer satisfaction, and ultimately contributes to business growth. By sharing insights, aligning goals, and working together, these two disciplines can significantly elevate the customer experience.