Are you Ready for Customer Success?
Customer Success is an effective strategy to retain and grow recurring revenues. Customer Success is not, however, a minor adjustment to traditional service and sales practices.
Get Ready for Success
Customer Success is an effective strategy to retain and grow recurring revenues. Customer Success is not, however, a minor adjustment to traditional service and sales practices. Customer Success can be disruptive and require dramatic changes to: Service programs; delivery strategies; staff roles and responsibilities; performance metrics; inter-departmental cooperation and organizational structures. You are ready to fully embrace Customer Success when:
- You have established clear goals and objectives for what you expect from Customer Success activities including defined success metrics and performance targets.
- You have executive level champions and sponsors willing to fund necessary investments and support changes to organizational structures and ways of doing business.
- You have a plan for funding success practices and supporting necessary staffing levels.
- You have defined the relationship between customer facing organizations and have a shared vision for how each role will contribute to overall customer success objectives.
- Your customers are ready and willing to engage with you in high value services focused on product adoption and attainment of successful outcomes.
ServiceXRG offers a wealth of expertise and research to help you develop and execute an effective Customer Success strategy.
Define your Customer Success strategy
Inventory current success-focused capabilities and practices
Develop a framework for Customer Success
Get in touch, we can help. Contact us.
The journey from Technical Support to Customer Success requires more than a name change or the addition of a team of Customer Success Managers. To fully embrace Customer Success, Support must rethink its role and adopt new ways to engage, retain and grow customer relationships. This Playbook provides a guided journey across four key milestones to help you define essential Customer Success capabilities.
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