Customer Success Strategy

Customer Journey Mapping

A customer journey map tells the story of a customer’s experience with your product or service: from initial contact, through the process of engagement and into a long-term relationship.
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Success Plans & Customer Outcomes

Understanding your customer’s desired outcomes and aligning your organization behind them is a powerful way to improve revenue retention and reduce logo churn.
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Quarterly Business Reviews

Delivering an effective EBR / QBR is not as easy as it might first appear. Done incorrectly it can end up wasting time and creating customer frustration. A well-designed QBR strategy, on the other hand, can be a powerful driver of customer success.
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Org Structure & Incentive Alignment

Customer Success is part of everybody’s job, not just those in a CSM role, so it’s vital to create the right org structure with aligned incentives and shared accountability.
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Metrics & Goals

Measuring the impact of your investment in Customer Success is much easier when you have clear metrics and reporting processes in place.
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Leveraging Customer Advocacy

Nothing powers growth more effectively than happy customers, which is why more and more companies are implementing formal customer advocacy programs.
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Technology Selection

It’s important to select the right Customer Success technology platform for your business and implement in a way that drives quick adoption with minimal impact on existing operations.
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Board Reporting

Making your board presentations customer success-centric will elevate the importance of Customer Success, drive more budget and highlight issues that you need Board and Executive support to solve.
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WHAT WE DO

We’ve pioneered Customer Success best practices.

2873

Management Consulting Hours

460

Customer Success Playbooks

20

Customer Success Program Launched

70%

Repeat Clients

CSM Practice is an ideal resource for customer success teams who are:

Limited by available resources from complete and effective implementation of a full comprehensive customer success framework, processes and systems
Experience a lack of effectiveness with their onboarding, renewal, or proactive outreach playbooks
In need of best practices or strategic counsel for developing a customer success program, processes and systems
Looking for ways to leverage their customer success systems functionality to scale their customer facing activities and teams

WHAT OUR CLIENTS SAY

Take our Customer Success
Maturity 5 Point
Assessment

WHAT DOES IT INCLUDE ?

A 5 point assessment and benchmark of your processes, team structure, and scalability efforts.
A 60 minute maturity workshop where you stack and we share the customer success strategies that can help you the most.
A maturity report including your results.

CSM Navigator

Fuel your customer success efforts with strategic insights from one of our customer success directors. This hands-on program is for companies who wish to either launch or fine tune their customer success program with best practices and proven processes through a series of structured meetings, hands on assignments and feedback sessions.

LAUNCHPAD

Looking to get started with Customer Success? Our management consulting services will set your strategy up right so your customer success team can get started on a solid foundation. We will work with your team to define your segmentation, engagement model, develop your utilization and staffing model, playbooks and help you scale.