Who manages the service offer at your organization? -including Customer Success, Support, Consulting

JAKUB WACHOCKI

We are a $1b revenue company with 4500+ employees. As we are building our own practice of the service offer management (including Customer Success, Support, and Consulting) I wonder how other organizations have built this capability. Who creates and manages the offering portfolio, who does the user research, and who manages the launch and services portfolio?

Thanks for sharing your views & experiences!

Jakub

Lexi Provost

Hi Jakub!

TSIA 2021 Organizational Structure Survey may be a good place to start: https://www.tsia.com/resources/2021-organizational-structure-survey-results

Here you'll find where the organizations you're asking about sit within a company, what the reporting structure looks like, and how likely certain industries are to have these organizations at all.

Hope this helps!