ceOS:Realize
delivers growth and profit from Customer Success
Why you need a strong Customer Success competency
Customer Success Management (CSM) is a business strategy that aims to ensure customers achieve their desired outcomes with your product or service, and thereby increase their loyalty and retention. CSM is especially important for tech companies that offer software as a service (SaaS), where customers pay a recurring fee to access the product.
Companies can win big from this strategy, with benchmark data suggesting that existing customers account for between a third to half of total revenue growth, even at start-ups. Costs for revenue expansion from existing customers are also a fraction of those for acquiring new business.
By drawing on a Customer Success Manager The customer success manager will be your key person to work on client retention, expansion opportunities, and renewal of services, and working for your customer he/she will be focused on long-term goals, specifically driving adoption, delivering value, and ensuring ROI.’s i intimate customer knowledge, companies can surface opportunities to provide relevant solutions and expand customer value.
Our clients come to us when
They want to achieve the benefits of Customer Success Management and also
- Improve the customer onboarding process – vital to the future success of each relationship and the longevity of their company
- Turn feedback into insights – whether a conversation, survey, or quarterly-business-review (QBR), it’s essential to find a way to capture the customer’s expectations and preferences
- Streamline processes and support the CSM team with systems to simplify managing a multitude of accounts
- Expand growth opportunities within the customer base
The goals of ceOS:Realize
A capable CSM is one of a company’s most powerful assets. Deeply engaged with accounts, CSMs combine product knowledge and domain expertise with an intimate understanding of each customer and their objectives.
The best CSMs can spot opportunities to solve customer problems that require new solutions or services, and they can also coordinate the right internal resources from sales, services, or product development to address them.
This results in:
- Improved product performance
- Increasing attach rates for services
- Engaging new customers and retaining current ones
- Ensuring you and your customer receive the most out of the implementation through constant monitoring, reporting and strategizing
- Integrating a seamless onboarding process by acting as a change management expert
- Boosting your customer satisfaction levels
- Providing better access to and acquisition of important company data, analytics reports and customer insights
- Increase service level by ensuring that it is appropriate to the customer segment and that the internal organisation structure is designed to deliver it
What we do
ceOS:Realize is perfect for Customer Success organizations with low to medium levels of maturity, or those looking to quickly accelerate their capabilities in specific areas.
We help you to set up and operate your Customer Success competency with:
- Advisory services
- Operating model and structure
- CSM role and talent strategy
- Process optimisation and implementation
- Performance and productivity
- CSM management and operations
- Development of internal process documents, workflow maps, digital content, and customer-facing templates
- Fractional management programs (providing temporary executive management)
- Training and coaching for CSMs
- CSM solution via the ceOS Platform (launching Q2 2023)