The Journey from Support to Success

Customer Success is a strategy to maximize customer retention and create opportunities for revenue expansion within the customer base. It is not simply an organizational structure, function, process, team, or job description – Customer Success is a customer engagement and retention philosophy. It should be seen as a way of doing business that transcends all aspects of a company from the way it develops products to the way it sustains and expands customer relationships.

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. Look to ServiceXRG to guide you on your Success Journey. Use the milestones below to get started.

Services and Insights

Assessments

Customer Success Capabilities

Get instant feedback about your current capabilities and readiness for Customer Success

Workshops

Get Ready for Customer Success

A full or half-day workshop to help you and your team assess the opportunity and plan for Customer Success

Coaching

Live Expert Assitance

 

Let us provide live one-on-one expert guidance.  Get started with a complimentary coaching session

Research

Playbooks and Research

Access our Playbooks and gain insights from our latest research

Milestone 1: Readiness Assessment

The first step in the transformation to Customer Success is to understand what it is and why it may be right for your business. While we all want our customers to be successful, the implementation of a Customer Success capability can be costly and disruptive. Before you commit to a customer success strategy it is essential to determine if this is the right approach and the right time.

What is Customer Success

  • Customer Success is a strategy to maximize customer retention and create opportunities for revenue expansion within the customer base. It is not simply an organizational structure, process, team, or job description.
  • Customer Success is predicated on the understanding that a significant portion of revenue and growth comes from existing customer relationships and that for technology vendors to grow relationship value their customers must be able to apply and succeed with the products they have purchased.
  • Customer Success encompasses practices for engaging, serving, retaining, and expanding customer relationships.
  • The primary measures of Customer Success are retention and growth of recurring revenue streams and expansion of customers’ relationship value.

Is Customer Success Right for Your Business?

Customer Success is a critical methodology for companies that depend on recurring revenues from license, maintenance, and other service subscriptions. Customer Success is not however just for companies that sell products as-a-Service. Companies that sell perpetual software licenses, equipment and devices can benefit from Customer Success to drive product adoption and to assure maintenance contract renewals.

Consider a Customer Success strategy if:

  •  Subscription revenue is flat or in decline.
  • Subscription Churn is >3%.
  • Customers cancel subscriptions or maintenance contracts because they report that they do not use or get value from products.
  • Support or maintenance contract renewal rates are below industry average (80%).
  • Significant opportunities exist to grow relationship value through product or service expansion.
  • A quantifiable positive impact on competitive differentiation exists when customers adopt and use products to their fullest potential.

For companies that sell highly commoditized products or products that do not generate recurring revenues traditional customer service and product support services are likely sufficient.

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. 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.

Milestone 2: Define Your Success Strategy

Customer Success does not just happen – you need a plan. The foundation for an effective Customer Success initiative is a clearly defined strategy. The Success strategy must: Define what you expect to accomplish; Justify why it makes good business sense; Articulate the resources and changes required to execute; and explain how Success performance will be measured. Define your strategy, develop the plan, and gain champions and sponsors.
  • Define Customer Success objectives.

  • Establish the level of investment required for Success.

  • Determine source for Success funding.

  • Forecast the benefits of Success.

  • Define the financial impact and expected returns from the investment in

  • Success resources.

  • Identify staffing and resource requirements.

  • Define organizational alignment.

  • Establish Success KPIs and performance metrics.

  • Identify champions and executive sponsors.

Download the Playbooks for more details »

Milestone 3: Invest in Success

To execute your Customer Success strategy and achieve your target objectives you must implement the necessary capabilities. Customer Success demands that you have well defined practices, appropriate staffing levels and roles, and enabling tools.
  • Define Customer Success Practices and capabilities.

  • Establish or modify service programs to offer success-focused services.

  • Identify staffing and resource requirements.

  • Define individual and Customer Success team roles and responsibilities.

  • Implement tools and infrastructure to enable Customer Success processes.

Download the Playbooks for more details »

Milestone 4: Operate and Improve

To execute your Customer Success strategy and achieve your target objectives you must implement the necessary capabilities. Customer Success demands that you have well defined practices, appropriate staffing levels and roles, and enabling tools.
  • Create a Success-focused culture within Support and across all customer facing organizations.

  • Create innovative services to accelerate adoption and customer success with your products.

  • Evolve and optimize how you measure success.
    Promote and the benefits of success efforts internally and to current and prospective customers.

  • Leverage Customer Success as a competitive differentiator.

  • Let the world know that your success-focused approach delivers greater benefits faster.

Download the Playbooks for more details  »

Customer Success Resources

ServiceXRG is pleased to offer the following Customer Success resources. Choose from Playbooks, Workshops, Assessments and Consulting. We are continuing to add more resources so if you don’t see what you are looking for just let us know.

Workshops

ServiceXRG offers full and half-day Customer Success Workshops.  Choose from the topics below or contact us and we will work with you to customize a workshop for you and your team.  Contact us for pricing and availability.

Getting Ready for Customer Success

A full day workshop to prepare your team for the transition to Customer Success.

Developing Customer Success Offerings

A full day workshop to introduce the elements of successful Customer Success programs and offerings.

Success Metrics

A half-day workshop to review the most important metrics and measurements for Customer Success.

Building the Success Team

A half-day workshop to introduce the critical roles and responsibilities of Success Team members.

Onboarding

A half-day workshop to build focused on the development and optimization of customer onboarding.

Success Management

A full day workshop to review the elements of Success Management including the use of success plans and journey maps.

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