Customer Success

Welcome aboard the Success Track Enterprise. We’re pleased to embark with you on a new customer success journey.

Customer success does not aim to make customers happy. It’s about making them successful through their interaction with your company and by adopting and performing with your solution. Then they could be happy!

The role of customer success is to proactively engage with customers to partner the achievement of their ever-evolving expected business outcomes based on your company promises.

Customer success is when customers achieve their desired outcome through their interactions with your company.

(Lincoln Murphy)

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Customer Success is an essential role for companies with a recurring revenue model who wish to stay ahead. In Europe from where we are based, it is gaining ground in the business landscape. There is recognition that when customers have the increasing choice to opt out, customer success provides a catalyst to create a trusting and long term win-win partnership between vendors and customers.

In the subscription economy, the economic value of customers is made over time and no longer upfront at the point of sale. Consequently, the duration of the customer relationship has a greater economic impact on the financial health of the vendor. Whilst customers achieve value and ROI from their investment, vendors retain customers, maintaining and gaining revenues from upsell and cross sell opportunities. Successful customers become advocates and spread the word to other companies, generating more business for vendors. Both customer and vendor benefit in a business win-win relationship of health and wealth.

A satisfied customer is the best business strategy of all. (Michael LeBoeuf)

Inspired by the mission of Star Trek Enterprise to aim for human progress through journeys of discovery and innovation,

Success Track Enterprise provides strategic and operational consultancy services to partner recurring revenue companies in Europe to set up or evolve your customer success organisation. The aim is to help you build a pragmatic framework to make your own customers achieve their vision of success.  In turn, your successful customers will contribute in making your own company successful too.

Success Track Enterprise leans on our framework (OPT-IN²):

This OPT-IN² framework aims to initiate and adapt customer success organisations in response to the ever-evolving needs of customers.

Customer success questions the status quo of doing “business as usual” with a new business model and mindset for providing continuous added value, ROI, retention, expansion and advocacy.

Whilst it is currently mainly associated with SaaS, the concept is applicable to all recurring revenue companies where services or maintenance are involved: quite simply, any company wishing to retain and grow their raving fan customers and ambassadors!

You’re invited to complete this survey to tell us about your customer success:

 

Offer

Who we serve

Success Track Enterprise partners our clients to achieve win-win growth in their customer success initiatives. We offer strategic and operational services tailored to different needs:

Starters in customer success

Companies with a customer success organisation already in place

SaaS or non SaaS recurring revenue companies

Integrators offering software implementation

Companies with an invested interest in CS generated growth: VCs, PEs, …

Recurring revenue companies landing and expanding in Europe

OPT-IN² Framework

The Success Track Enterprise OPT-IN² framework outlines the pillars of customer success activities with which we can partner your company:

Organisation Processes Tools – INformation + INtegration

Our Opt-IN² framework replies to the external and internal challenges when setting up and evolving a customer success organisation. Depending on your current situation, it is possible to select your OPT-IN² needs “à la carte”:

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OPT-IN² ?

In today’s business world where clients have increasing options, customer success is about helping your customers continually reach or surpass their expected outcomes and ROI. They will then naturally want to OPT-IN your product or services – durably. There’ll be a double positive outcome of our slogan for your customers and for your own company success:

Succeed Long and Prosper…

For each OPT-IN² element, the construction of customer success across an organisation requires a continual agile approach. As your privileged partner, Success Track Enterprise will share methodologies and best practices which will:

  • Provide added value
  • Produce results for win-win growth
  • Save you time by capitalising on best practices

Organisation

No matter where you are in your customer success set up, the organisational aspects are the most challenging aspects to master.

opt-in-organisationCustomer success is not an isolated department with a group of individuals responsible for the success of your customers. It’s the responsibility of all company actors.  Alignment on common customer success goals is a main pre-requisite. As customer success is an emerging role, it’s by experimentation that other companies have learned to optimise organisational best practices according to their specific context and objectives. Depending on your current situation, you will find below some main challenges with which Success Track Enterprise can partner your organisational initiatives:

  • Vision and strategy
  • Business case and ROI
  • Charter and organisation
  • Cross functional alignment
  • Objectives and compensation plan
  • CS KPIs
  • Leadership development
  • Team coaching

Processes

As the main aim of customer success is to partner your customers to continually achieve their expected business outcomes with your solution/services, smooth processes are key to streamline both external interactions and internal operations.

 

External Customer Processes

External customer processes aim to engage timely and meaningful interactions with customers as they progress towards repeated success with your solution or services. External processes will continually capitalise on knowledge derived from the internal processes. We can help you with the following client-facing processes:

  • Customer journey mapping (from customer view)
  • Customer journey coverage modelling
  • Customer change management enablement
  • Customer nurturing programme
  • Customer health and expansion programme
  • Customer risk engagement
  • Advocacy programme

Internal Processes

Internal processes enrich customer knowledge and streamline actions across the customer journey, ensuring that all internal actors know what is needed, why, when and where:

  • Customer segmentation
  • Internal customer journey mapping and alignment
  • Continual added value demonstration
  • Health management processes and dashboard
  • Risk management processes and dashboard
  • Product and experience evolution processes
  • Internal expansion processes

Tools

After the definition of your organisation and processes, visibility on the criteria for the required related tools becomes easier. opt-in-tools

Below are some of the main areas which you may be contemplating to implement or adapt in your tool stack to support your customer success machine. Success Track Enterprise can help you define the right tools orchestrated around their fit with your vision, organisation and processes.

  • 360° view – adapt CRM workflows, data, dashboards
  • Tool stack definition and evolution (based on organisation + process needs)
  • Multi-channel orchestration of engagement + workflows
  • Customer nurturing tool needs
  • CS platform short list selection
  • CS platform needs and evolution

INformation + INtegration (IN²)

When you opt to put a customer success organisation into place, the OPT (organisation, processes and tools) will be an agile, iterative approach. Iteration ensures continued success (for your customers and your company) as you adapt to the ever changing needs of your customers and markets.

As the OPT part of your framework gradually progresses, management and cross-functional teams need to be continually aligned on customer knowledge and internal organisation, processes and tools. opt-in-information-integrationThis is why the «IN²» part of the framework is centred around a two-fold permanent focus :

– INformation: continual collection and enrichment of customer data + knowledge across customer journeys.

INtegration of seamless customer knowledge via programmes and communication across internal teams.

Customer success teams depend upon accurate and up-to-dated usage, CRM and financial data in order to track and measure their customer health. Such data is often stored in silos and is not easy to access, analyse and exploit. The ability to access the right metrics at the right time facilitates the operational management of the customer success activity.

Customer knowledge + INformation/INtegration ensures positive team momentum towards meeting client expectations and win-win success for your customers and your company.  Below are some of the INformation/INtegration challenges with which Success Track Enterprise may help.

INformation

  • Define progressive customer data needs, measurement and KPIs
  • Define data governance – who does what, why, when and where
  • Capitalisation and alignment of cross-functional customer data
  • Set up of data dashboards
  • Exploitation of customer data and related cross functional actions

INtegration

  • Streamline internal cross-functional customer data
  • Define an internal communication plan
  • Define and intenral goverance and decision-making process
  • Formalise and up-date the customer success framework
  • Defien and refine customer success programmes and playbooks

 


Service Approach

Success Track Enterprise partners your strategic and operational OPT-IN² framework areas in a 3-step pragmatic approach:

 

 

 

 

 

 

1. Macro customer success situation survey

  • Macro short survey
  • Snapshot of you current CS situation
  • Input to next step

2. Strategy guidelines and priority matrix

  • Interviews with main stakeholders
  • Analysis and diagnostic
  • Macro recommendations and priorities
  • Indication of:
    • Actions your company can do
    • Actions with which Success Track Enterprise can partner you

3. Success Share as a Service (On Demand)

  • On-going and agile partnership on demand : “Success share as a Service”
  • According to your customer success OPT-IN² framework needs
  • Monthly or quarterly subscription fee

Our above 3-step pragmatic approach aims to:

  1. Provide added value to your company and your customers
  2. Produce results for win-win growth
  3. Save you time by capitalising on market best practices
  4. Spread costs as a subscription

Feel free to contact Success Track Enterprise with your needs and questions. We’ll be pleased to partner your win-win success.

 

Values

Values

The main values vehiculed by Success Track Enterprise spell  S-U-C-C-E-S-S

success-values

 

Step by step

A customer success organisation requires an agile and pragmatic mindset. Success Track Enterprise partners you to keep focus on prioritised building blocks in a step by step manner. We’ll be there to celebrate the evolution of your customer success growth machine.

Understanding

Whilst the “Customer Success of Things” leans on common themes, each company investing in customer success has its unique context and challenges. As a privileged consultancy partner service, the understanding of customer contexts and functioning is key in order to adapt customer success activity. Understanding provides the knowledge on customer situations (organisation, processes, people, skills,…) to know how they “think and work”. This is paramount to any customer success organisation.

Customer Centricity

In a business world where the customer has increasing power and the choice to opt out, customer centricity is the “raison d’être” of any company intent on keeping ahead. This means constantly steering strategy and operational activity around customer insights and experience.

By 2017, 50% of consumer product investments will be redirected to customer experience innovations (Gartner)

Community

As customer success is an emerging movement, there’s great momentum on the learning curve. Being part of the customer success “Community” is essential to keep ahead of best practices, processeses, methods and tools. Success Track Enterprise is passionately involved in the customer success community in the US and Europe: partnerships, associations, meet-ups, Webinars and events. We’re keeping on top of the movement and trends we share.

Empathy

To complement the above value of understanding, empathy allows to appreciate how customers feel about their challenges and pain points, sensing frustration, joy or confusion. Empathy helps to detect success or failure. The combination of understanding and empathy allows turning frustration into joy and confusion into clarity. This in turn allows the determination and implementation of productive success action plans.

Synergy

Synergy is important across internal as well as external customer teams. Introducing a new solution to your customer environment will entail new processes, routines and methods. Synergy is key to ensure all round alignment:

  • Across internal teams to serve customers in a streamlined manner
  • Within your customer teams to achieve their collective expected outcomes
  • Between your customer success objectives and Success Track Enterprise to partner your OPT-IN² Framework needs.

Sharing

Customer success is an emerging role in Europe and so I believe that sharing best practices, processes and methods is a great contribution in capitalising on what works best.

May you succeed long and prosper…

 

Testimonials

I met Sue in the context of our respective customer success activities. She’s passionate about spreading the word on the benefits of customer success in France and Europe and I highly recommend her pragmatic approach in partnering any customer success initiative.

2cdb068-jpg-antoine-pasquier-devignesAntoine Pasquier-Desvignes, VP Business partnerships, Touch & Sell

 

 

I worked closely with Sue to ensure full success of IKO licenses implementation across Oracle Western Europe sales organisation. Sue has been a highly trusted professional, creative and dedicated. Sue is a keen listener with a sharp mind and she used her deep understanding of the business to help me build an innovative Social Selling change programme. She is a real team player and I truly enjoyed our collaboration.

Guillaume ScherrerGuillaume Scherrer, Director Sales Transformation Programmes, Oracle

 

 

Thanks to Susan we understood the real dimension of Customer Success during her time at IKO-System. We just wanted to improve the way we work in improving our Support Team and we understood that Customer Success is much more than that. It’s building a new team with a true understanding of the business, with a new culture with one overall goal: Building a long term relationship with the customer. Sue understood our business and with the strong background in change management knew how to structure the changes, communicate to people, train and manage people to build a new culture around customer success. If you need to transform your company, you need Sue for the understanding of the situation, the energy and hard work. I recommend Sue without any doubt!

Chaouki Chaabane

Chaouki Chaabane, Regional Sales Manager, Nexthink

 

 

It was a great pleasure working alongside Susan at IKO-System both on a personal and professional level. With her background in business development and change management consulting she came on board to lead the entire customer success initiative and built it from the ground up. Her department was obviously at the center both internally sitting between R&D, Sales and Marketing and externally working closely with all customers and their decision makers and users.
The success of that initiative was key to the success of the transformation program the company had embarked upon at the beginning of 2014. And her leadership and contribution was highly instrumental in laying the foundations that would allow the organization to shift gear and sustain explosive growth as planned.
From a more personal standpoint Susan has a great personality, the kind of person you want working with you.
I would recommend Susan to any company looking to build or optimize a state-of-the-art sales organization.
It would be a pleasure to work with Sue again.

Stephane Matthis

Stephane Mathis, Senior Business Development Director The Createch Company

 

 

Customer success is a relatively new concept, especially in France – and Sue is one of the few veterans in the field. Having Sue lead the customer success team at IKO-System brought a great deal of added-value to the product, and she contributed to a great customer experience that helped accelerated deals, renew and upsell opportunities. Sue’s a leader with vision as well as grit, keeping the big picture in check while having no problems getting her hands dirty. It’s an inspiring experience working with Sue. She would be a great asset to any company that aspires to be customer-centric.

Thomas SteinThomas Stein : Business Development Director, Novagile

 

 

 

Partners

I work with a network of partners who share the same passion to evangelise the win-win business gains of customer success. Whilst spreading the word is rife in the Silicon Valley, I aim to contribute in growing momentum here in Europe, taking into account European business etiquette, challenges and contexts.

My partners are organisations with interests in customer success and below are some of the main ones with whom Success Track Enterprise has the privilege of collaborating.

 

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innocherche  the-customer-success-network