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The 3 Pillars of Customer Success: Culture, Technology and Health

Part of the Customer Success Summit On-Demand Series

Depending on the company, Customer Success can be implemented in any number of ways. Small companies, large companies, B2B, B2C, high-touch, low-touch, all sorts of organizations approach this challenge with a myriad of different solutions. Despite all the different approaches, there are 3 areas that every company should look at to evaluate and optimize their Customer Success strategy: Employee Engagement, Technology, and Health.

In his session at Customer Success Summit 2015 Jeff Can, Sr. Director Client Experience, Sysomos, talked about how focusing on these three areas helped Sysomos reduce churn by 25%.

Watch the full session from Customer Success Summit.

Learn more about the 3 Pillars of Customer Success

Driving Customer Success through Employee Success

Before you even start to analyze your customer base, the first thing you actually need to do is look at employee engagement. Studies show that high growth companies have a highly engaged employee base. To build an engaged employee base you need to evaluate your pay and benefits, company culture, recognition programs, etc. When you’re employees are happy and engaged that flows through to how they interact with customers.

High Tech, High Touch and the Customer Lifecycle

The customer journey is the ideal path that a customer must go through to get value from the product that they purchased. It includes all the activities that the Customer Success team should do with the customers. Once you have your customer journey mapped you can then look at ways that you can automate the process by leveraging technology. This automation can be both time based or event based, and helps drive customers down the correct path with your product or service.

How the “Magic Number” can Drive Visibility and Results

When you’re looking at measuring your Customer Success organization, it’s important to determine customer health. This is an ongoing and iterative process where you look at your churned customers, as well as your retained customers, and try to determine what are the key actions/indicators in each of these groups that can be used to identify other healthy or unhealthy accounts. Making this number visible to your entire team (an even company) keeps customer health top of mind for everyone in the organization and leads to results.

See all of the sessions from Customer Success Summit here: www.customersuccesssummit.com 

Amanda Saunders

I'm the Customer and Content Marketing Manager at Totango. I work with Customer Success heroes to help tell stories and share best practices that can be leveraged by others in our community. Previously, I worked at Citrix helping customer find new ways to work and live better.

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