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A CCO’S Framework for Customer Success Maturity

Part of the Customer Success Summit On-Demand Series

Customer Success has now been around many years but many companies are still just getting started, creating a wide range of maturity levels across the industry. Now the good news is, thanks to hard work of the pioneers in the space, we now have great best practices that you can use to get you up to speed fast.

Whether you’ve been doing Customer Success for years or are just getting started, the best step you can take is to understand what maturity stage you are at so that you can understand how to move forward. Our CCO, Omer Gotlieb, has worked with hundreds of organizations to help them design, implement, and optimize their Customer Success strategies. Through this experience he has built a maturity model that lets companies figure out where they are with their current strategy and what they need to do to move to the next level. See his session from Customer Success Summit where he walked through the 4 stages and strategies to move forward.

Watch the full session from Customer Success Summit

What stage of Customer Success Maturity are you?

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Stage 0: Performing CPR

Currently you have no Customer Success Team and no formal success plans. You generally find out about customer churn after it has already happened so there is very little you can do to stop it.

How do you improve?

  • Get organizational buy-in to make customer success a priority
  • Develop system and process for handling emergency accounts
  • Build a Customer Success team!

Stage 1: Fire fighting

Your focus is on at-risk accounts and putting out fires as they come up in the accounts. You may have limited team resources so while you do the best you can it often feels like a losing battle.

How do you improve?

  • Develop system and process for handling emergency accounts
  • Map your customer journey
  • Ensure company-wide understanding of the role of customer success

Stage 2: Proactively reducing churn

You have basic account monitoring in place that tells you when customers are in poor health and processes to proactively reach out to try to get them back on track.

How do you improve?

  • Segment customers based on their stage in the customer journey
  • Develop engagement and action plans for both healthy and at risk customers
  • Ensure that your system can scale by adding in automation Customer accounts have health scores

Stage 3: Driving value

You’ve done it! You’ve reached the nirvana for Customer Success where you are proactively engaging with customers AND focusing on growth and innovation. This means while you still try to keep churn low your main focus is truly delighting your customers.

How do you improve?

  • Continually fine tune your processes using data from churned and renewed customers
  • Use delivery of business value and account expertise to renew and cross sell
  • You provide best practices, share data insights and, encourage use of the full product

 
See all of the sessions from Customer Success Summit here:

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.

  • Ora Chaiken

    Thanks for the succinct and concrete ways to improve.

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