Measuring the effectiveness of your customer programs is crucial to identifying growth opportunities and constraints.
Start with this free scaled-CS program checklist and metric bank to understand what’s working and what’s not.
Step 1: Define Your Objectives
- Define your scaled customer success goals and objectives
- Identify key metrics you will use to measure the success of your program
Step 2: Define Your Customer Journey
- Map out the stages of your customer journey
- Identify customer touchpoints and opportunities for engagement
- Determine what actions your customers should take at each stage
Step 3: Implement Technology
- Choose and implement the technology tools you will need to support your program
- Ensure that your technology tools integrate with each other and with your customer data sources
- Set up automation rules that trigger customer engagement at key touchpoints
Step 4: Develop Your Content Strategy
- Develop a content strategy that aligns with your customer journey and addresses customer pain points
- Create content that provides value to your customers at each stage of the journey
- Ensure that your content is personalized and relevant to your customer segments
Step 5: Implement Your Customer Success Program
- Set up your program to automatically engage with customers at key touchpoints
- Use personalized, automated messaging to educate customers and help them achieve their goals
- Continuously optimize your program based on customer behavior and feedback
Step 6: Measure Your Results
- Use customer success metrics to track progress toward your goals
- Analyze metrics (see metric bank tab) regularly to identify areas for improvement
- Use data to inform changes to your program and lead generation and content strategyFALSEContinuously optimize your program to improve customer engagement and retention
Step 7: Refine and Improve Your Program
- Conduct regular reviews of your program to identify areas for improvement
- Solicit customer feedback and use it to inform changes to your program
- Continuously iterate and improve your program based on data and feedback
- Communicate changes and progress to stakeholders to ensure alignment and buy-in
Survey intro: Here at [COMPANY NAME], we aim to help you stay ahead of all future pricing conversations by aligning with your budgeting cycle, and understanding your procurement process. Please complete the below form to help us be
Question 1:
When does your team typically start budgeting for the next year?
Question 2:
Do you use a third party for procurement?
Question 3:
If you answered yes to the above, which procurement company are you using? (if N/A, please leave blank!)
Question 4:
Who is the correct point of contact to work with on any commercial conversations for your team?
Question 5:
Please provide your name and email 📧
