A Center of Excellence (CoE) is a specialized team that develops and provides leadership, best practices, research, support, and training for a focus area. You may be familiar with the term in the context of IT, Operations, HR, or even healthcare or manufacturing. This concept has yet to gain widespread adoption in the world of Customer Success, but it should.
Why? Because CoEs enable organizations to address their innovation and transformation priorities without disrupting the day-to-day operations of an existing Customer Success organization or customer base. CoEs are especially effective within Enterprise technology businesses as they transition from a legacy model to an XaaS model.
CS leaders (and CoE proponents) Carlos Quezada of Aruba Networks and Rigo Rodriguez of Pure Storage will led this conversation about how and why they’re incorporating Centers of Excellence into their own Customer Success organizations.