Exploring customer success
Learn how your organization can use the customer success solution to engage with your customers, mitigate risks by running success plays, and identify opportunities for expansion and renewals.
With the customer success solution, technology and telecommunications service providers can create a relationship focused strategy that helps maximize achievements, drives engagements, and delivers actionable results. Customer success
managers can define and track success objectives, and use documented success plans to ensure that value is being delivered. By driving achievements in both value and success, customer success can:
- Inspire customer loyalty and retention, not only ensuring adoption but also customer mastery of its products.
- Increase chance of renewals by providing sales and account teams information from various gathered signals.
- Decrease customer churn by identifying and mitigating risks and issues.
- Boost lifetime customer value and annual recurring revenue.
Customer success workflow
Customer success includes the following:
- Customer success data model and records
- Customer success portfolio overview
- Health and risk framework
- Risk portfolio overview
- Engagement workspace pages
- Process based experience with playbooks
- Success play launcher that can be used to create automated or manual activities
- Customer success playbooks
- Success blueprint
- Scheduled touchpoints and touchpoint planner
The diagram below shows the various steps involved in the customer success journey.