Chad Horenfeldt

* Interview the existing team and relevant stakeholders. Do a SWOT analysis and look for the top themes to emerge * Review existing customer data - support data, adoption data, VOC data etc... * Interview customers * Create a plan on what you'll do and communicate this to the exec team, your team and across the relevant departments. Make sure you have SMART goals as part of your plan. * Execute your plan. This will mostly involve a revised customer journey, people (structure and hiring), technology and process. * Measure your results.