Start-up

To ensure the efficient growth of the business, a high level of retention is necessary. Enabling the structuration of the post-sales activities prepares strategic long-term relationships and the scale-up.

Considering the challenging situation of the start-ups, after assessment of your specific situation, our offer is composed of services “à la carte”:

  • Training:

    • Alignment in concepts and vocabulary

    • Learn theories of Success Management and After-Sales Relationships

    • Lead Success through our specific training

    Recruiting:

    • Learn to be autonomous in recruiting CSMs: Job description, Profilage, Platforms, Recruiting Tools and Methods

    • Find for you the right people: Sourcing, pre-selection, and support with the interview process

    • Receive support from temporary contactor for a specific mission

    • Establish post-sales processes of the Success team from pre-sales to off-boarding with clarifications of the responsibilities, success plans and KPIs.

    • Structure relationships with other functions through collaboration expectations and SLAs

    • Discover the different solutions and technologies (CRM, Automation, AI…) through our benchmark

    • Find the right suit of solutions and technologies considering the needs of the business (B2B, B2C…)

    • Integrate your solution with one of our consultants

What we will do?

People

  • You will:

    • Learn the conceptualization of Success management, with theoretical articles and practical exercises

    • Understand the principal KPIs (Retention Rate, CLV, NPS, DAU, etc.), expected activities (Success Plans, renewal, etc.), and their impact on the stakeholder relationships

    • Profile your potential clients and customers through personas to understand their specific pain points

    • Connect with CSM leaders to review the specificities and challenges of the role, and share their leadership experience

  • With our recruiting specialist, you will:

    • Learn to write a job description matching your needs, discover the various platforms where to post your offer, select profiles to develop synergies, and understand how to conduct an efficient interview

    • Delegate sourcing and pre-selection, letting you only the final rounds of interviews to choose the best candidates

    • Hire contractors within our pool of experts to implement the after-sales architecture required for your business

Process

  • We will:

    • Present process maps used within the industry (such as LAURE - Land, Adopt, Use, Renew, Expand), map holistically your actual post-sales processes, and brainstorm their evolution

    • Create success plans, personae oriented, to drive your clients where you want them: pre-sales, onboarding, technical integrations, features discovery, growth, retention, industry and business use case, partnerships, and post-mortem*

    • Develop internal processes to ensure a customer success-centric organization through the controlled involvement (meeting and SLAs) of other functions: Support, Service, Product, Engineering, Sales and Marketing

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

Tools

  • We will:

    • Create a template and a dashboard adapted to your company with the necessary information to begin your post-sales activities as soon as possible

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

    • Suggest different suits of applications already used within the industry

    • Find, on demand, the right consultant to implement and integrate the chosen solution

Contact Us.