What is Customer Success?
Do you sell a product? Do you have a service that you deliver on? Customer Success is the ability to deliver on what you have sold, and maintain healthy relationships with your customers.
As leading B2B and B2C professional services consultants, we understand that the success of a service-based company is closely tied to the satisfaction and loyalty of its customers. That’s why we are committed to helping organizations develop and execute strategies that deliver exceptional value and cultivate long-lasting partnerships. Effective practices require a deep understanding of customers’ requirements, goals, and challenges, as well as a data-driven approach to measuring and optimizing customer outcomes. Drawing upon our extensive experience and expertise in B2B service delivery, we work closely with companies to develop customized plans that align with their business objectives and deliver measurable results.
Our approach is built on a foundation of strong communication, collaboration, and accountability. We partner closely with customers to set clear expectations, establish metrics for success, and maintain ongoing dialogue to ensure that we are delivering against agreed-upon goals. By combining deep industry knowledge with a commitment to excellence in service delivery, we help companies create exceptional customer experiences that drive growth, retention, and competitive advantage.
Whether your organization is seeking to enhance its existing program or build a new one from scratch, we can provide the guidance, tools, and insights needed to achieve success. With our proven track record of delivering exceptional customer outcomes and a passion for helping companies thrive, we are confident that we can help your business achieve its goals and unlock new opportunities for growth.
Why hire a Customer Success Consultant?
The days of giant corporations with mega office buildings and internal teams are gone. Rather than having a marketing department, a financial department, an IT department, etc all under one roof with tons of overhead, companies are choosing to subcontract their workforce. This does several things: Reduce Overhead Compensation is a company’s greatest expense. Reduce the high demands of compensation with a lean agile short term team to hit key goals and eliminate unnecessary payroll.
Minimal Internal Upkeep once processes are established and people are trained, reducing the need to reevaluate your processes.
Reduce Learning Curve you are not just paying for SOP’s, you are paying for the ability to not make costly mistakes. This saving alone makes consulting a massive long term saving.
When is the right time to engage?
Success efforts need to start early. Your company does not want to be figuring out how to be successful while juggling customers.
Here are a few indicators that it’s time to bring in a specialist:
Lack of Internal Processes Internal processes move the customer through a successful customer lifecycle. Internal processes such as: technical review, post sales, contract review, delivery, post go live stabilization, and success management of the account are vital to the companies long term success.
Tech stack needs Building out and implementing applications to automate your company using:
-Support ticketing system
-Project management systems
-Time and deliverable tracking
-Customized sequencing (response time, communication standards, project expectations, deliverables etc
Customer Led Growth
Listening to your customers talk about your product, and how to shape and refine that product based on user experience. This generally works hand-in-hand with your developers, your prioritization efforts, your public facing roadmap, and where you’re spending time on making your application or product better. Increased Customer Complaints If you notice an increase in the number of customer complaints or support tickets, it could be a sign that your customers are not getting the support they need. Our team can help address these complaints and proactively work to prevent them from happening in the future.
Customer Churn If you are losing customers at a higher rate than normal, it could be a sign that your customers are not getting the value they need from your product or service. We can help identify the root cause of churn and work to retain customers.
Lack of Customer Engagement If you notice that your customers are not engaging with your product or service as much as they used to, it could be a sign that they are not getting the value they need. We look at ways to increase customer engagement and ensure that your customers are using your product or service to its fullest potential. Large company deals Especially your first marquee customer is your proof of concept for scaling. Whether that be for investment, creditable sales etc.
Scaling the Business If your business is growing rapidly, it can be challenging to provide the level of support that your customers need. You need to ensure that your customers are getting the support they need while also allowing your business to continue to scale.
Increased Competition
If there is increased competition in your industry, it can be challenging to differentiate your product or service from the competition. Ensuring that your customers are getting the value they signed up for, that your services are being delivered successfully, and making sure that your customers are supported will set you apart from the competition.
Who needs a Customer Success Specialist?
The answer here is everyone within a service company. According to Harvard Review, It’s 5x more expensive to acquire a new client than to retain an existing one.
“If we don’t take care of our customers, someone else will.” -Edgar Mitchell
Is my Business a good fit?
Each one of our engagements is specific to your needs. You will get a free consultation around what you are trying to accomplish, as well as key deliverables for a functional Success Department.. Your specialist will hold weekly meetings, provide a project plan and walk through each step of our engagement with you along the way.