Customer Success
Deliver Outcomes, Not Products
Customer Success is built on the premise that developing early, deeper relationships with customers and ensuring they are realizing the business value of their investments leads to greater retention, improved product penetration, increased advocacy, and sustainable long-term value. You become more than just a vendor—you become a strategic partner.
Go Beyond Happy to Successful Customers
Customer Success is the key to improved retention, customer growth, and advocacy. It transforms a one-time purchase into a long-term relationship in which you are seen as a partner and a trusted advisor.
Companies are recognizing the transformative power of Customer Success, and its importance is growing as the subscription economy and “as-a-service” industries emerge. Using a data-driven approach to monitor customer health and uncover insights, a Customer Success practice allows an organization to proactively guide customers toward product adoption and service utilization, lead them to renew, expand the relationship, and develop customer advocates who maintain brand loyalty, refer new customers and act as a quality reference.
Our Customer Success approach—A.R.E.A.—empowers customers with tailored operational models, scalable enablement channels—webinars, video engagement, digital adoption, and training—platform technologies, and the delivery of end-customer-facing services.
Increase
product usage
+ Onboarding
+ Lifecycle Management
+ Education
+ Value Realization
Increase renewals
and reduce churn
+ Gross and Net Revenue Retention
+ Customers 4 Life Programs
+ Churn Reduction
Upsell, cross-sell, and increase average customer revenue
+ Cross-sell
+ Up-sell
+ Incremental License Sales
Business outcomes aligned
with product or service
+ Referral Programs
+ CS Qualified Leads
+ Resell and Affiliate Programs
Measurable, data-driven results based on customer-defined outcomes and value
Best practices and principles to return maximum results in the shortest time-to-value
Iterative approach to improve workflows, customer journey mapping, and profitability
Proprietary methodology and framework, adapted for each customer and each engagement
Customer Success Start-Up
Turnkey CS solution gets customers up and running quickly and effortlessly
Customer Success Optimization
CS solution augments customer’s existing Customer Success team
of future revenues come from 20% of existing customers
– Gartner
[RETENTION]
more cost effective to sell to existing customers vs acquiring new customers
– Marketing Metrics
[EXPANSION]
of B2B advocates’ contacts respond to recommendations
– Zuberance
[ADVOCACY]
Do You Need Customer Success?
This essential guide can help you get your customer success program started or align your existing program with best practices designed to help you hold on to your hard-fought customer relationships.
This essential guide can help you get your customer success program started or align your existing program with best practices designed to help you hold on to your hard-fought customer relationships.