Do You Need Customer Success?
If any of these scenarios sound familiar, well, yes you do.
You are not getting renewals and you are regularly asked to re-bid.
Your customers seem satisfied, but they ask you to bid for new products or renewals. They may put you on the defensive as to your pricing, reminding you of the high cost of your product or service. Long-lasting engagements and strong loyalty are lacking and your renewal rate could be a lot better.
You are not getting cross-sells or upsells.
Your otherwise loyal customers aren’t aware of the full range of additional products and/or services available from you. You have no standard process for cross-selling or upselling.
You are new to selling via a subscription model.
You have been selling your product or service successfully and are now offering it through subscription. You know that reducing churn and increasing renewals is more cost-effective than acquiring new customers, but you’re still trying to figure out how to accomplish that.
You need to scale your customer success practice.
You have a Customer Success practice in place for your A accounts, but do not have a customer success motion for your tail accounts. You want to expand your focus to your Silver, Tier B, tail accounts to drive adoption and expansion.
You receive few client referrals.
You get an occasional referral, but they are infrequent and you sense you’re missing out on many more.
You have a limited number of reference accounts.
You have only a few reliable clients to use as references for prospects and referrals are infrequent, but believe many additional clients have the potential to become excellent references as well.