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CUSTOMER SUCCESS (ELEMENTI CS-a (Expansion (Upsell, Cross-sell, Renewal,…
CUSTOMER SUCCESS
ELEMENTI CS-a
Segmentation
Segmenting your customers based on Appropriate Experience is the only way to both give the customer exactly what they need and the coverage levels to do that.
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Orchestration
Properly Manage Expectations - Managing Expectations with your customers by telling them what to expect in the first 30, 60, 90-days as a customer and what the major Success Milestones are along the way are some very simple ways to reduce any anxiety they might have and to build trust in you.
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Lay out Joint Accountabilities - Giving the customer a list of things they need to do – both in the product and outside of it, on their own – and what you need to do – and showing that if both parties hold up their end (that’s why I call it Joint Accountabilities) they’ll reach their goal.
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Tee-up future Expansion and Advocacy - letting the customer know that you rely on word of mouth and that once they hit a certain Success Milestone, you’ll ask them to give you a testimonial or do a case study. But not right now, obviously, they haven’t gotten any value.
Intervention
Intervention can be done a timed basis (after x number of days, send an email or every three months do a Quarterly Business Review), based on data (the customer is not doing what they need to do to move to the next Success Milestone), or Triggers (our internal champion just changed jobs).
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Communication
Quarterly Business Review #
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PODJELA
Customer Success
Strategic/enterprise CSM
- poznaju MT dubinski
- sposobni pokazati vrijednost najvećim razinama unutar kompanije (C-level)
- broj klijenata koji hendlaju smanjen kako bi se maksimalno fokusirali na svakog klijenta kojeg imaju
SMB CSM
- veća baza klijenata - idealno za “izučavanje” zanata jer se upoznaje širok spektar klijenata s različitim problemima, kao i prepoznavanje trenutka za upsell
Customer Support
Operational CSM
- tehnički set skillova
- spona više “odjela”
- najviše rade na tome da se sve skalira i bude učinkovitije, poseban naglasak na onboardingu
- training sessions
- bootcampovi za klijente
- user community site
- knowledge base articles