Customer Success

is more than the sum of its parts

 

The Customer Success Acceleration Program

  • improves engagement, retention, and profitability

  • one, 4-hour session per month

  • map current state against industry best practices

  • leave with actionable artifacts (tools, tips, templates, and KPIs)

  • stay on track with check-ins between meetings

  • 12 total seminars personalized to your organization

 

  1. Strategic Assessment

  2. Customer Journey / Value

  3. CS as a Partner

  4. Relationship Management

  5. Differentiation

  6. Customer Health / At-Risk

  7. CS Team Execution

  8. Voice of the Customer

  9. CS Data and TechStack

  10. CSM Skills and Values

  11. Leadership

  12. CS Playbook

EXAMPLE | Strategic Assessment - Session Details

Agenda:

Overview - Program commitments and expectations

Best Practices - What Customer Success is and how it brings value to customers and the company

Review - Current state of CS

Action - What are CS strengths and opportunities? What are the CS team’s strengths? Do we meet our commitments to customers? Company? Do we partner well with colleagues? Do we provide value to the customer? How early? How often?

Leave with:

Shared agreement of the engagement and how the program will help further the organization’s Customer Success objectives, deliver value to customers, and further the company’s vision

High level understanding of CS best practices and current gaps within the CS program

Clear roadmap for elevating and evolving high priority elements of company’s CS program

Clear owner and deadline for any open questions / tasks

 

EXAMPLE | Customer Journey / Value - Session Details

Agenda:

Best Practices - In Customer Success, the customer’s journey are the steps we guide them on from crawl to walk to run with our products and services in order to transform their organization.

Review - Current GTM plan, sales playbook, product demo, services overview

Action - What are the needs, outcomes, and value perceptions for different customer segments? Timelines? Key friction points? Key excitement moments? Incentives? What makes the best customer? Worst?

Leave with:

Detailed customer journey for key client segments, current vs desired states, documented progress tools and requirements for moving between stages

Clear roadmap for improving customer journey, including internal rollout, metrics, and automation

Tools, tips, strategies for implementing changes

Clear owner and deadline for any open questions / tasks

Customer journey and customer value KPIs

Elevate your Customer Success program today