The people seem to be very genuine and care about the customer.
What's going wrong and how can it be improved?
Start with the basics: Common Professional Curtesy Company Internal Governance 100% buy in from All departments for Customer Success to make impact and do what it is intended to do Interdepartmental communications
What does the leadership team need to get better at?
Overall company governance is nonexistent. For example: emails are not answered in a timely fashion if at all, Slack is used as communication of record (which is terrible) and the poorest use of salesforce I have ever experienced between CS and Support. NO Clear Processes
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