What is Customer Success?

Customer Success is a strategy that can reduce churn, improve retention, and drive revenue. It’s about working proactively—not reactively—with your customers to help boost product usage and ensure they recognize value (ROI).

 

Building meaningful relationships with your customers transforms them into your biggest advocates and keeps them from leaving for a competitor. If you help them find success, they will help you do the same.

How Customer Success Works

Customer Onboarding

Introduce customers to your product and start them off strong.

  • Product Training

  • Implementation/Integrations

  • Best Practices

  • Short Term Strategies

Product Adoption

Increase customer usage by helping customers see the potential value.

  • Strategy Discussions

  • Actionable Insights

  • New feature trainings

  • Upselling/Cross-Selling

Retention/Renewals

Turn customers into returning buyers and prevent churn to competitors.

  • Customer KPIs

  • Business Reviews

  • Negotiations

  • Renewal Discussions

What can Customer Success do for your business?

Increase Customer Retention

The more a customer sees value from your platform, the lower the probability they will switch to a competitor.

Better Sales

Identify which customers will succeed with your platform, helping you segment your audience bringing in better leads.

Upselling Opportunities

The probability of selling to an existing customer that’s satisfied and seeing value is 14x higher than selling to a new customer (Groove HQ).

Save Time

A clear framework and efficient processes allow you to take on additional projects and grow your revenue.

Customer Referrals

A successful and happy customer is your best advocate. 84% of B2B buyers start the purchasing process with a referral or peer recommendation (Harvard Business Review).

Business Growth

Grow your "pool of customers" by retaining your existing customers and adding on newly acquired customers. Increasing customer retention rates by 5% can drive profits up by 25% to 95% (Bain & Company)

The Customer Compass Method

Build a Strategy

  • Ensure the success of your customers is measurable, repeatable and scalable.

  • 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

  • Provide your team the tools, knowledge, and confidence to deliver value to your customers

  • Define a team onboarding process

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

  • Trainings for CSM skills:

    • Identify the goals of each customer

    • Provide actionable insights

    • Prove return on investment

    • Manage customer interaction

    • Conduct business reviews (quarterly or other)

  • Create custom playbooks & templates for your business.

  • Identify your blockers and understand where they come from.

Systems and Software

  • Identify data points to assess customer engagement, customer touch points and product usage.

  • 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.