The self-managed, customer-focused nature of the Agile methodology is fast becoming the go-to approach across industries and functions. The Scrum framework and Kanban system, which are associated with Agile, are particularly complimentary for Customer Success Management – so much so that it’s clear that an Agile Scrumban solution is the ideal fit for managing the work of Customer Success Teams.
Why’s that? To understand where the benefits of an Agile approach come from, we need to start with some leading thoughts on best practices for creating systems for managing work.
Recall a guy named Dr. Edward Deming from your Principles of Management classes? He was a renowned thinker and leader in the areas of effective business organization. His thought leadership managed to bring about successful changes in the way the automotive industry worked internally and delivered to its customers, and was pivotal in Japan’s economic recovery of post World War II. Deming proffered the notion that business systems must be built on a Profound Knowledge, incorporating 4 basic principles:
These guiding principles for adopting a system of delivery are visible within each of the components of an Agile approach to project and work management. specifically how the Kanban system of visualizing tasks (a columnar/swim-lane approach to identifying tasks within a workflow) fits within the Profound Knowledge criteria:
Similar parallels can be drawn for the Scrum framework of Agile. Essentially, these core Agile building blocks reflect Deming’s principles of Profound Knowledge, and can be applied across areas of work beyond their origins in software development. Together – Agile, Scrum, and Kanban (Agile Scrumban) – form an approach which is grounded in proven theory about effective systems of work.
Consider how these fundamental tenets of Agile Scrumban are well supported in the world of Work Management (core to Customer Success):
Any Customer Success solution (platform and professional support) that is adopted should incorporate these elements, or provide clear sight into ongoing progress. These are vital elements to a solution that encourages continued use and demonstrates ongoing value. Agile Scrumban in Customer Success is a relationship and approach that:
Such a solution is optimal in managing work and in preserving strong customer relationships. The value of an Agile Scrumban customer success management approach does not lie in theory alone. The benefits are practical and far-reaching. There may be many more than this, but here are 8 key value propositions that such an approach enables:
If you are forming a Customer Success team or making adjustments to an existing team, consider the benefits of an Agile Scrumban foundation for your planning. No other approach provides the flexibility and adaptability that Customer Success demands.