Customer Success Consulting
For existing customer success organizations, The Success League can conduct a maturity assessment against 7 pillars of a solid customer success program including: Customer Value, Processes, Technology, People, Management, Teamwork, and Customer Feedback.
Our thorough assessment includes extensive interviews, process and tool reviews, and cross-functional feedback and concludes with a detailed scorecard, presentation, and recommendations for improvement.
Concrete Deliverables
Engagements include deliverables like business models, reports, or presentations that can be used to push your organization toward a customer focus.
Tailored Advice
The right program for another company will not work for yours. Our team helps you tailor our frameworks to your product, market, and existing customer base.
Modular Structure
Consulting doesn’t need to be a million-dollar investment. Our engagements are built to be delivered at the right time, to the right team, at the right place.
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It’s hard to find consultants who can jump in and become part of the team yet still maintain the external view needed to guide you through new terrain- The Success League had partnered with us in just that way and established the foundation that will allow us to scale our business and take us to the next level.
- Taylor Cavanah, CEO, PetDesk
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Segmentation
Grouping customers both by revenue and by common behaviors allows you to deliver the right experience to the right customer at the right time. The Success League segmentation model helps to identify customer segments that make sense for your business, product, and customer base.
Journey Mapping
The Success Leagues approach to Journey Mapping balances creating an effortless experience for customers, with designing internal processes that use your existing technology, and improve cross-functional teamwork across your organization.
Digital CS Program
Products with low price points, or highly technical customers, may require a digital approach to customer success. The Success League can help you develop a technology-driven program that aligns with your brand and budget, while providing an exceptional customer experience.
Team Structure
Once you’ve mapped out your customer journey or built your digital program, you can consider how you’ll need to staff it to both meet your company’s budget and deliver on the experience you’ve designed. Our proven staffing model aligns with industry benchmarks and helps you create ratios that make headcount budgeting simple.
Metrics & Goals
The Success League believes that customer success performance metrics should fall into 3 broad categories: Retention, Expansion, and Satisfaction. We can help you select the metrics that are most meaningful to your business and turn those into individual performance goals for your customer success team.
Compensation
Compensation is a major behavior driver: either positive or negative. The Success Leagues field-tested variable compensation model will help you build a variable program that creates a top-performing team tied to the metrics that matter most to your company.
Tool Selection
Most CS organizations can use their CRM solution for a period of time while they build out their company and program. However, eventually they will need to expand their toolset to include product usage tracking, health scoring, customer marketing, project oversight and playbook management. The Success League can help you identify the right tools to build out your CS technology suite.
