Customer Success/Renewals
3DCS/R™
Customer Success/Renewals Program
Customer Success is a key driver of growth and value.
For a growing number of businesses, Customer Success is a key driver of growth and value. Each year, more and more companies recognize the importance of generating recurring revenue. Even for companies where Pay As You Go (PAYG) remains the main business model, contract renewal and expansion are key drivers of growth and enterprise value.
Achieving this growth requires skilled management of onboarding, adoption, customer health, and the renewal process, which is why Customer Success has become such a critical business function in the last few years.
The Customer Success team works closely with Sales, Account Management, and Customer Service, yet with very different skill requirements. It’s an area where training the right skills offers a particularly significant payoff, and Imparta’s program draws on the latest research to deliver outstanding results.
The CSR Program
Designed for Customer Success professionals and their managers, this program is available as eLearning or as an experiential, instructor-led program that uses a customized role-play throughout, and covers 3 days, or 5 ½-day virtual modules, plus the tools and reinforcement to make the new skills stick.
Sample Concepts
Impact
Improving Customer Success performance has been shown to reduce customer churn by as much as half, extend contractual periods, and as much as double cross-sell and up-sell. Secondary benefits include less time spent firefighting, increased customer advocacy, and a greater number of referrals.
Explore the modules
Securing
Renewal
Impact: Renewal Rate; Deal Size
Deliver insights into the impact of the initiative at the four levels of value, and how needs and potential solutions have changed. Influence stakeholder alignment and where necessary have difficult conversations around price and terms. Make the re-contracting process effortless.
Building
Advocacy
Impact: Leads; Renewal Rate
Proactively manage stakeholder relationships, and alignment. Communicate impact in the customer’s terms to build advocacy, and measure Net Promoter Score (NPS). Help individuals build reputation internally and externally.
Optimising
Value
Impact: Deal Size; Renewal Rate
Measure value and bring insights into recent trends, best practices, and results vs. other benchmarks. Track account health and identify opportunities to optimise performance. Help influence customer behaviour to optimise value – leverage trust to ‘speak truth to power’.
Driving
Adoption
Impact: Deal Size; Renewal Rate
Use root cause analysis and past experience to create insights into adoption barriers and strategies. Influence adoption through stakeholder and change management. Leverage business intimacy to adapt the customer success plan, and build trust through accountability, clarity and honesty.
Supporting
Implementation
Impact: Renewal Rate
Onboard new customers with insights into best practice. Define success metrics and ensure the plan is robust (including risk alleviation and escalation). Mobilise resources on behalf of – and influence alignment within – the customer. Build trust through presence, reliability and cultural matching.
Driving Adoption
Impact: Renewal Rate; Account Growth
Collect qualitative and quantitative insights into adoption progress and barriers. Understand the difference between issues of Skill, Will, and Way, and take appropriate actions (drawing on analysis, past experience, change management and customer insights) to remove any barriers and help the customer to achieve their adoption targets.
Being a
Trusted Partner
Impact: Renewal Rate; Account Growth
Build trust as a Customer Success professional by demonstrating credibility, being reliable, becoming intimate with your customer’s business and needs and caring about them as individuals, and reducing macro and micro self-orientation when engaging with the customer.
Implementation
& Launch
Impact: Time to Value; Renewal Rate
Support implementation in a way that minimises Time to First Value (TTFV). Work towards ‘wow’ moments, creating a best practice plan and a joint team culture. Alleviate risks, clarify roles & communication paths, and mobilise resources. Design launches that succeed by treating users as individual customers.
Onboarding
Impact: Time to Value; Renewal Rate
Onboard yourself quickly when assigned to a new customer, including the three critical sets of information you need from a sales handover. Run effective customer onboarding sessions that deliver on the three dimensions of insight, influence and trust to define success metrics, establish a robust plan, and manage expectations.
The Customer Success
Imperative
Impact: Churn; Account Growth
Understand the critical importance of the Customer Success function in a recurring revenue business, and how it interacts with Customer Support, Sales and Account Management. Know the key Customer Success objectives at each stage of the Customer Buying Cycle.