This tool helps commercial leaders cultivate a best-in-class customer success (CS) organization that drives value for customers by focusing on six core CS functions:
- Customer Onboarding - Properly introduce new customers and users to products, functionality and best practices
- Customer Life Cycle Management - Understand the customer lifecycle and the key leverage points to orchestrate
- Value Creation & Community - Identify, generate, and communicate product value to build customer community
- Advocacy Process - Leverage successful relationships to generate references and referrals
- Opportunity Management Process - Build an opportunity management process for CS to uncover additional sales opportunities
- Sales Handoffs - Design cross-functional processes for CS and sales to foster retention and account growth
The program framework includes templates and examples CS leaders can customize for in-person customer onboarding, peer onboarding, and customer lifecycles management, in addition to behavioral, leading, and lagging metrics to gauge the effectiveness of CS initiatives.
Download resource
