Delivering Consistency Through Enablement

Megan Henderson, Chief Customer & Culture Officer

Those people who develop the ability to continuously acquire new and better forms of knowledge that they can apply to their work and to their lives will be the movers and shakers in our society for the indefinite future.” — Brian Tracy

Enablement is something that we put a tremendous amount of emphasis on at Twelve, whether it be enabling our customers or our employees. In my role, I pay particular attention to this because I work a tremendous amount with our team internally, and also with our customers. I want to ensure that everyone is set up for personal growth and professional success, and I believe it starts with culture, of which enablement plays an important role. With strong enablement practice throughout our Anaplan implementations, I have seen our customers excel and grow their careers at the companies they work for. I have seen my colleagues work through our internal enablement process and then hit the ground running, make an impact quickly, exude confidence and excel in their careers.

Anytime someone starts a new job or needs to learn something new, they typically take part in some sort of training activity (reading material, watch a video, in person training etc), but it is often hard to tell if they absorbed the information and are ready to put it into practice. In an effort to measure the level of understanding our team members have around our internal processes at Twelve, we created a certification course for new and existing consultants. Who taught the course? A small group of Twelve consultants did! As I sat in a Minneapolis conference room with a senior consultant who has been involved in a number of implementations, we were both amazed at the knowledge demonstration we saw. We collaborated, shared experiential stories, asked and answered questions, and left feeling confident that our people are ready to tackle new projects and challenges that come their way. And the best part about it, is that when we are all on the same page, we are able to deliver a consistent experience for our clients and continue to build our brand as a partner who is a leader in Customer Success Excellence.