ServiceXRG’s Customer Success Operating Model Playbook provides the blueprint to develop, operate and optimize Customer Success initiatives. Each element of the Customer Success Operating Model defines the practices, tools, staffing and measures of success you need. Whether you are building a new Customer Success organization or transforming existing service capabilities, the Customer Success Operating Model provides a framework for success. The Customer Success Operating Model (SOM) consists of the following Success functions: Customer Engagement, Service Delivery, Customer Retention, and Relationship Growth.
Customer Engagement is the foundation for long term positive relationships with customers. Through engagement activities you establish an understanding of customers’ desired outcomes and set clear expectations with them about the type and level of service they can expect to reach their goals. Engagement activities facilitate access to the capabilities customers need to adopt and apply new products and offers guidance to help them succeed.
Serving customers is an essential element of Customer Success, however, this does not equate simply to handling support cases. To serve customers optimally you must: assure that any issues that can be avoided are avoided; you enable self-sufficiency by providing the knowledge, training and resources customers need to help themselves; and when required, you provide expert assistance within expected service levels.
To grow relationship value, you must be able to retain existing relationships and present customers with new opportunities. Retention will occur when customers are able to apply and succeed with the products they have purchased, and growth will come when customers recognize that your solution is essential to their success.