Where Are You…
On Your Customer Success & Customer Experience Journey?
Every Stage Has Its Own Challenges
Just Starting…
You are trying to start a customer success & customer experience practice but you have no other resources and no idea where to begin. You feel lost and overwhelmed.
Running For Awhile…
You have launched a basic customer success & customer experience practice for awhile now but not much is getting traction. You feel stuck.
Mastering It…
You feel good about the customer success & customer experience practice that you’ve put in place but you would like new territories to explore and become best of breed.
Know Your Customers
Choosing the right VOC platform & building multilingual text analytics models
Qualitative & quantitative research design
Communicating findings to stakeholders
Action planning workshops
Know Your Employees
Actioning & connecting employee & customer experiences
Customer experience & customer success goal setting & rewards
Employee Onboarding - Customer Success & Experience Training
Retain Your Customers
Build customer success team structure
Customer retention & churn metrics
Churn reasons classification & process
Customer segmentation for customer success
Gain CX Traction
Utilize a CX prioritization model to gain consensus on what actions to take first
Measure the right moments along the customer journey for a complete picture
Develop & communicate CX ROI
Leverage the Organization
Use a brand driven approach to define the optimum customer experience
Assess internal processes & policies with employees
Learn customer related issues from employee surveys and exit interviews
Expand Customer Revenue
Plot up-sell & cross-sell product path
Identify use cases for revenue expansion
Create customer success playbooks
Implement Customer Success platforms
Build the Future
Proactively eliminate customer issues
Infuse CX standards in R&D cycle
Future state product design
Learn how to utilize intermediaries in a B2B business
Benchmark
How do you benchmark your success to other industries?
Fuel your CX pipeline by applying best practices from other industries
Externally communicate your CX success by winning industry CX awards
Grow Net Revenue Retention
Customer health & risk assessment
Predictive churn metrics and dashboards
Unify Customer Experience & Success
Go global with customer success team