Customer Success
Prove value, by building systems that guide progress that drive growth with quantifiable improvement.
How you onboard people is the most important system to get right to building an enduringly successful organisation. As this shapes culture of future generations that will shape the fabric of existence.
Playbook
We are moving into a state of world where, who and what you trust is everything.
- Genuinely give a fuck
- Engineer a team so you can spend more time, more effectively genuinely giving a fuck
- Work hard to build trust, never take it for granted
Build Trust
Create a Health Score
- Develop a system to quantify customer engagement and product utilization
- Categorize customers into red (at-risk), yellow (neutral), green (engaged), and purple (referenceable) status
- Implement a "member-at-risk monitor" (MAR) to track customer health
Outcome Focused
- Understand each client's specific desired outcomes
- Manage implementation and activation like a project
- Use tools like the Executive Business Review (EBR) Flow Planner to guide customer interactions
Retention
- Engage renewal and upsell
- Aim to have referrals match or exceed customer churn for sustainable growth
- Develop a structured renewal process, especially within 90 days of contract renewal
- Focus on expansion revenue throughout the customer lifecycle
- Aim for a 5:1 return on investment for Customer Success expenditure
Escalate Value
- Move customers from red to purple (referenceable) status
- Obtain testimonials, referrals, and case studies
- Engage top customers in marketing activities (podcasts, conferences)
Voice of the Customer
- Represent customer perspectives in product development meetings
- Provide critical feedback to improve the product
- Create a process for escalating and addressing customer concerns
SaaS Toolkit
Use the EBR Flow Planner, a nine-box model, to guide customer interactions and identify upsell opportunities