Enterprise

Customer Success organization are expensive and may not performed as expected. Therefore clarity is necessary to the leadership improve their strategy to take the necessary decisions and aligning goals and means*. Through a one to four months audit (depending of the size of the organization), we will review people, processes and tools and deliver a report which will identify the strengths and weaknesses of your organization.

*Attributed to the general Andre Beaufre.

    • Clarify organizational challenges and expectations

    • Map holistically all the CSMs processes, KPIs, SLAs and relationships with other functions (Product, Finance, Legal…)

    • Plan the different activities (pre-sales, onboarding, negotiation, growth, post-mortem…)

    • Empower the CSMs: negotiation & price validation, technical resources (TAM),

    • Understand the challenges in depth through interviews, brainstorming, and root-cause analysis

    • Profile your collaborators - strengths, weaknesses, and their potential positive interaction

    • Align with your clients through surveys and interviews

    • Link to the process map all official and unofficial tools used by the CSMs

    • Suggest applications to reduce time spent on low-impact activities

    • Discover new AI solutions to increase activities and productivity

Once report is delivered, we will offer tailored solutions to reinforce strengths and mitigate the weaknesses such as missing processes, deliver training or suggest productivity tools.

What we will do?

People

  • We will:

    • Interview the CSM team, the stakeholder and the leadership to assess the expectations and challenges

    • Interview and survey your clients considering personas, size, verticals and ARR, then deliver a comprehensive survey focusing on satisfaction and expectations

    • Assess psychological profiles of the CSMs to highlight synergies through Team grid, personality test and High 5 test

    • Organize specific training considering your challenges: Churn, Growth and/or Usage & Adoption

Process

  • We will:

    • Review the different scopes, SLAs and KPIs of each stakeholders related to the Success team to highlights their challenges and prioritities

    • Map holistically all processes related to the CSM team with SLAs and KPIs

    • Analyze the success plans in place and suggest improvments

    • Suggest good practices within the CSM team through formal meetings (1-2-1, personal development, team meeting) and ad-hoc tasks (business and industry information, internal and external partnerships, scope, etc.)

Tools

  • We will:

    • Review your client template and dashboard to suggest improvemnts

    • Inform you regarding the different solutions, their technical differences and usage, and their prices: CRM, outreach, contracts, delivery, and AI

    • Suggest different applications considering your goals

    • Find, on demand, a consultant to discuss, the potential, or integrate, the chosen application

Contact Us.