Why it's important to map and monitor agency partnership journey to open the portal for shared value creation?
Part 1 story shared introduction of customer success management framework for a 65 people workforce enabled remove silos and finding contributing places in the over all map. Besides bringing the functions together, it enabled the functions to reflect on dimensions being skipped unknowingly or equivalently tangents where efforts were skewed besides providing for a common vocab across the board.
Following details the epics and themes with each stage of the partnership maturity model, nurturing and shared value creation being a joint responsibility of agencies in partnership, irrespective of which one is the service provider.
Transforming top level view into evolving partnership journeys
Stage 2 involved mapping each phase of the partnership journey to define themes, epics and diving deeper into defining stories to model the operational dynamics of the partnership. Tailored journey for “a” partnership and owned by the customer success manager helped
identify epics that needed attention on the timeline for defining calls to action from the delivery management team, sales team and other stakeholders in the engagement leadership helping with focused problem solving.
trace the root causes of the issues against lowered customer feedback for effective retrospectives and updating partnership success plan.
provided visibility and transparency in dynamics to funnel needs (common issues with all maps) to the program backlogs of the relevant functions.
a shared placeholder (shared with customer for specific partnerships) of must haves to capture partnership success plans
introduce account level tiering as a governance structure
being an input to quarterly business reviews with company leadership
enable transparency between revenue and delivery teams, customer success manage being the glue
efficient theme and epic level delegation of internal operations to enable success plans and manage the organic evolution
placeholder to record the opportunity risks and progress against such for account expansion
Following is a first draft developed using bauer user story map plugin in JIRA for a partnership.
The above is a journey and for my experience, just as any other organic system the map takes its time to find an attractor while it organically evolves with feedback and experience of both the agencies in partnership.
However, a consolidated top level view does help identify easier identification of areas that need plugging and bringing all the synergistic efforts together via shared goals and objectives. It surely does eliminate the risk of effort bifurcations while focusing on the right things at the right time on the journey.