Customer Success (CS) Strategy
The Revenue Growth Methodology

The 4-Step Customer Success (CS) Strategy


Step 1: Customer Success Planning

 

Whether you are standing up a Customer Success team or leading an existing one, a well-crafted plan will increase your organization’s chances of making your number. For this emerging function, it will help you secure what you need from your peers across the enterprise.

Phase 1: Customer Segmentation

Properly align your Customer Success resources to your highest value and highest potential accounts.

 

Phase 2: Customer Success Operating Plan

Define the mission, objectives, and KPIs for the Customer Success department.

 

Phase 3: Revenue and Budget Planning

Determine the right level of Customer Success investment that is appropriate for your organization in its growth stage.

 

Phase 4: Customer Lifecycle Management

Understand the Life Cycle of your Customers, and the key leverage points that you must orchestrate.

 


Step 2: Customer Success Process

 

Understanding your customers’ needs is vital so that you can put the right processes in place that help them reach their objectives. Ensure that each phase of the customer lifecycle is well designed.

Phase 5: Customer Onboarding

During the initial onboarding period, properly introduce new customers and users to your products so they truly view it as the solution they purchased that can achieve their desired business outcomes.

 

Phase 6: Value Creation and Communication

Throughout the Customer Life Cycle, you must identify, generate, and communicate the value that you create. Usage is often a key lever, but Customers want you to deliver outcomes that generate value for them.

 

Phase 7: CS Opportunity Management Process

Build an opportunity management process to enable CSMs to uncover upsell/cross-sell instances and a proactive renewal management cycle.

 

Phase 8: Advocacy Process

Leverage your successful relationships to generate references and referrals both inside the account and to other accounts to grow revenue.

 


Step 3: Customer Success People Plan

 

Once we understand how we will deliver at each phase of the customer lifecycle, we can design the right roles and subsequently fill each role with an A player.

Phase 9: CS Roles and Responsibilities

Determine which types of roles are necessary and how they will interact with each other and other functions..

 

Phase 10: CS Organizational Design

Based on your own unique customer segmentation, determine the right organization to achieve your objectives.

 

Phase 11: CS Compensation and Quota Design

Design compensation plans that align your Customer Success team with your company’s interests.

 

Phase 12: Channel Success

Ensure the success of your channel program by ensuring your partners are sharing in your success, and effectively enabling your customers.

 


Step 4: Customer Success Performance Conditions

 

With the right people in place, deploy the right tools and support platforms to ensure the team is effective and efficient.

Phase 13: Customer Success Enablement

Design an education plan that equips CSMs with the knowledge and tools to effectively execute Customer Success.

 

Phase 14: Customer Success Operations

Increase CSM efficiency through process, technology, metrics, and reporting.

 

Phase 15: Customer Success Tech Stack

Define process for selecting solution(s) that improve effectiveness and efficiency.

 

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