Image by Leonardo Wong

The Customer Compass Method

The B.E.S.T. Method

When we work together, you can expect the BEST

Build a Strategy - Develop a framework to ensure the success of your customers is measurable, repeatable, and scalable.

Enable your Team - Create processes that give you and your team the tools, knowledge, and confidence to deliver value to your customers.

Setup Systems and Software - Identify which platforms are best for your unique needs—providing a holistic view of your customer activity, engagement, and product usage.

Train your Customers - Equip your customers with the knowledge and resources they require to be self-sufficient and successful with your product.

Build a Strategy

  • Team Structure

  • Segment your customers based on experience, industry, goals, revenue, etc.

  • Customer Engagement Level

  • Success Metrics

  • Customer Health Scores 

  • Forecasting

  • Defining customer milestones

  • Align Customer Success with other teams

  • Choose a CRM system to measure and monitor your success consistently.

Enable your Team

  • Define a team onboarding process

  • Implement proactive methods to provide value to your customers through personalization and custom approaches.

  • Trainings for CSM skills:

    • Identify the goals of each customer

    • Provide actionable insights

    • Manage customer interaction

    • Conduct business reviews (quarterly or other)

  • Create custom playbooks & templates for your team

  • Identify team blockers and learn to resolve them

Systems and Software

  • Automate customer engagement processes to save time and resources.

  • Collect quantitative and qualitative customer feedback.   

  • Choose a software or system that provides a holistic view of how your customers are using your product.

Train your Customers

  • Create clear definitions on the role of the CSM and how your customer can communicate with them.

  • Set-up processes for ongoing education: keeping customers up-to-date on product updates, webinars, Knowledge Base, and Customer Community.

Still Unsure?

If you know you need help with Customer Success, but aren't sure where to start let's hop on a call and discuss your goals. In addition to my packages above, I offer bespoke packages that we can tailor to fit your needs.