Customer Success Strategy

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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

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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 ?

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

SIGN UP FOR FREE TODAY

CSM Navigator

starting at $1500

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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

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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.

Questions, Comments?
Let us know!