How I can help
Accelerate your revenue growth with practical frameworks that enable Customer Success.From strategic planning to repeatable, scalable operational processes, my services are designed to optimize your customer experience and enable your company’s growth. I work exclusively with B2B software companies of any size, and specialize in helping you define where you need to be and align your team and processes around the highest priority initiatives.
PLAN
Proactive Customer Success
Your growth depends on your customer’s success. I will help you focus on desired outcomes from day one and recognize that these outcomes can change over time. Through a combination of customer interviews, diagnostic workshops and data analysis I will conduct a review of your customer success program. With a focus on the strategy, people, processes, systems and metrics you need to create a proactive, customer-centric approach:
Customer Success Strategic Planning
Customer Segmentation
Customer Journey Mapping
Customer Engagement Model
Organization Structure
DELIVER
Operational Excellence
With your customer-centric plan in place you’re ready to execute on the highest priority initiatives, improve customer success productivity and scale your growth. I will help you drive improvements with proven frameworks for success plans, playbooks and business reviews, and focus on key metrics:
Onboarding Playbook
Success Plans
Executive Business Reviews / QBRs
Renewal & Retention Playbooks
Metrics Definition & Analysis
OPTIMIZE
Customer Success Lifecycle Management
Understanding how your customers feel and what they think about your products and services will provide you with valuable insights to make ongoing strategic decisions. I can help you with voice of the customer feedback, identifying strengths and opportunities and providing recommendations for ongoing improvements:
Customer Health Score
Tech-Touch (1:Many) Enablement
Growth & Expansion Playbooks
Product Feedback Loop
Customer Advocacy