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
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Team Structure
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Segment your customers based on experience, industry, goals, revenue, etc.
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Customer Engagement Level
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Success Metrics
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Customer Health Scores
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Forecasting
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Defining customer milestones
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Align Customer Success with other teams
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Choose a CRM system to measure and monitor your success consistently.
Enable your Team
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Define a team onboarding process
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Implement proactive methods to provide value to your customers through personalization and custom approaches.
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Trainings for CSM skills:
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Identify the goals of each customer
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Provide actionable insights
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Manage customer interaction
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Conduct business reviews (quarterly or other)
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Create custom playbooks & templates for your team
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Identify team blockers and learn to resolve them
Systems and Software
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Automate customer engagement processes to save time and resources.
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Collect quantitative and qualitative customer feedback.
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Choose a software or system that provides a holistic view of how your customers are using your product.
Train your Customers
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Create clear definitions on the role of the CSM and how your customer can communicate with them.
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Set-up processes for ongoing education: keeping customers up-to-date on product updates, webinars, Knowledge Base, and Customer Community.
