CUSTOMER SUCCESS ADVISORY

Format

• On-Site/Remote/Hybrid consultant

• 1:1 and/or 1:many

• Supported languages: English/Hebrew

Consulting Method

• Hourly-based

• Project-Based (5 hours, 10 hours, 20 hours and further packages)*

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* Our packages are customizable to meet your specific needs and requirements.

Content

Topics that can be covered:​

• Strategic guidance across people, processes, workflows, playbooks and systems

• Leadership working in silos and seeking cohesiveness

• A turnaround to improve revenue retention, customer growth, and increased NPS, CSAT, and reference-able customers.

• Reduce Churn / Attrition - increase retention

• Enterprise-wide change and improvement including Organizational & Team design (Change Management)

• Customer Segmentation

• Financial impact analysis

• Customer journey design/redesign

• Accurate Customer Health Scores

• Identify Growth Opportunities - CSM Opportunity Identification skills training

• Create Alignment Across Teams

• Customer Value Reviews / QBR Design & Development

• OnBoarding Design

• Understand Customer Sentiment (Feedback & Survey)

• Compensation Design

• Recruitment 

• and more...

Goals

• Increase revenue retention, customer growth, and metrics such as NPS, CSAT, and reference-able customers.

• Implement enterprise-wide change and improvement, with strategic guidance across people, processes, and systems, and leadership to promote cohesiveness and alignment across teams.

• Reduce churn and attrition by accurately measuring customer health scores, identifying growth opportunities, understanding customer sentiment, and redesigning the customer journey.

Prerequisites

• A leader or executive who is engaged and committed to a successful outcome

Expected Outcome

• ​Customer Success Strategy: Helping the organization develop a comprehensive Customer Success strategy aligned with your business objectives. This includes defining goals, identifying target customer segments, and outlining the tactics and resources required to drive customer success.

• Customer Journey Mapping: Mapping out the customer journey and identifying key touch points where Customer Success initiatives can be implemented. This includes understanding customer needs, pain points, and opportunities for engagement and value delivery.

• Process Optimization: Evaluate existing Customer Success processes and workflows to identify areas for improvement. This  involve streamlining customer onboarding, developing standardized playbooks, or enhancing communication and collaboration between teams.

• Metrics and KPIs: Define and implement relevant metrics and KPIs to measure the effectiveness of Customer Success efforts. This includes establishing benchmarks, tracking customer health scores, and monitoring customer engagement and retention metrics.

• Customer Success Technology:  Provide guidance on selecting, implementing, and optimizing Customer Success technology tools and platforms. This may include customer success management software, analytics solutions, or customer communication platforms.

• Training and Skill Development: Provide training programs and workshops to equip Customer Success teams with the necessary skills and knowledge. This includes customer-centric communication, relationship management, data analysis, and problem-solving techniques.

• Customer Health Assessments: Design customer health assessment frameworks to evaluate the overall health and satisfaction of customers. This involves developing methodologies to identify at-risk customers, prioritize interventions, and proactively address potential issues.

• Customer Feedback and Voice of the Customer: Assist in implementing mechanisms to capture customer feedback, such as surveys, interviews, or customer advisory boards. This feedback can be used to drive product/service improvements and inform Customer Success strategies.

• Knowledge Sharing and Best Practices: Share industry best practices and insights gained from working with other organizations in the field of Customer Success. This helps the organization stay updated on emerging trends, benchmarks, and successful approaches.

• Culture of Customer Success: Foster a customer-centric culture within the organization by promoting cross-functional collaboration, encouraging customer advocacy, and aligning internal teams around common customer success goals.

• Templates decks / documents for day to day work (First Call deck, QBR deck, Business Values deck and more)