Increase customer retention by making your customers wildly successful!
Proactively supporting your customers to get the most value out of your products or services, is the day to day business of a Customer Success team. Customer Success Managers are there to be a trusted advisor to your customers, guiding them day in and day out to get the most possible value, resulting in revenue retention and growth.
Questions like this are quite common in today’s organizations. As a relatively new discipline, it is crucial for customer success teams to set clear roles and responsibilities for themselves and the teams around them.
A seamless customer experience requires precise roles & responsibilities and process with well defined playbooks, for the following reasons:
That’s why our Customer Success programs typically start with establishing a CS Team Charter to ensure a common understanding across the organization. Based on this, we will continue with building a customer segmentation model to categorize the customer base and define service levels. With this base we recommend building Customer Obsession Teams depending on the customer segment and defining the rules of engagement.
In order to truly thrive, we at Customer Obsessing are convinced that establishing Customer Obsession Teams for each customer or segment is key. This is how you can live a holistic approach to refocus from individual departments to center the attention on the customer journey and all individuals involved along it. Improved collaboration among key customer contacts will foster the customer relationship and increase customer loyalty.
Treating customer success as a value center rather than a cost center reflects a shift in your mindset from viewing customers as an expense to seeing them as a source of revenue and growth. In a true value center model, you appreciate your customer success teams as critical drivers of business growth and success. They work to help customers achieve their goals, use products or services effectively, and ultimately become loyal and satisfied customers.
We help you to make this transformation happen, by shifting your mindset from reactive to proactive, break down silos and involve CSMs along the Journey!
By equipping CSMs with the right tools, skills, and mindset, we can help them tap into the full potential of each customer. It’s time to shift our thinking about customer success and unlock the full potential of our teams and our customers.
Our Customer Success practice includes the following programs amongst others: