CS Consulting

Who we serve

Success Track Enterprise uses our OPT-IN² framework to partner our clients to achieve win-win growth via their customer success (CS) initiatives. Our clients all aim to become a stellar CS organisation. They are usually one or a combination of the following:

  • Intent on growing their client base in Europe
  • Setting up from scratch their CS organisation
  • Finetuning certain OPT-IN² aspects of their CS organisation
  • Scaling their CS organisation 
  • Recurring revenue models (not necessarily SaaS)
  • SaaS or transitioning to SaaS

We  help our clients in the following areas and which are more detailed in our OPT-IN² framework further below:

  • CS strategy
  • CS operations
  • CS coaching and mentoring
  • CS training and career evolution
  • We partner vendors with software adoption challanges
  • We partner clients with software adoption challenges
  • We partner VC and PE companies to help their portfolio companies

OPT-IN² Framework

Our Success Track Enterprise OPT-IN² framework outlines the pillars of customer success activities with which we partner our clients:

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. It builds the different bricks in a chronological order starting with the organisation, process and then tools. In parallel, the data (information) and integration of all (organisation, processes, tools and information) are done pragmatically and progressively. After an initial analysis of our your particular context and ambitions, the OPT-IN² needs are defined “à la carte”:

Clients today have increasing options and customer success is about helping your clients continually reach or surpass their expected outcomes. They will then naturally want to OPT-IN to products and/or services – durably.

For each OPT-IN² brick, the construction of customer success across an organisation requires a continual agile approach.

Organisation

Customer 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.  Below are just some main challenges with which Success Track Enterprise can partner your organisational initiatives:

  • CS Vision and strategy
  • CS Definition, charter and organisation
  • Team structure
  • Role and responsibilities
  • Resource requirements and hiring
  • Cross-functional alignment
  • Objectives and compensation plan
  • CS KPIs
  • Business case, performance and ROI
  • Leadership development
  • Team coaching and career evolution (see also Customer Success Mastermind)

Processes

External Customer Processes

External customer processes aim to engage timely and meaningful interactions with customers as they progress towards repeated success with your solution and/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 point of view)
  • Customer journey coverage modelling
  • Customer change management enablement
  • Customer nurturing programme
  • Customer health and expansion programme
  • Customer risk engagement
  • Advocacy programme
  • User club
  • CAB (Customer Advisory Board)

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. Success Track Enterprise may help with the following:

  • Customer segmentation and cohort definition
  • Internal customer journey mapping and alignment
  • On-going added value demonstration
  • Health management processes and dashboard
  • Risk management processes and dashboard
  • Product evolution processes
  • Internal expansion processes

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 CS 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 needs and evolution
  • CS platform short list (based on organisation, processes and data needs)

INformation + INtegration (IN²)

When a customer success organisation is put into place, the “OPT” part (organisation, processes and tools) is an iterative approach,  adapting 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-integrationThe «IN²» part of the framework is centred around a two-fold permanent focus :

– INformation: continual  enrichment of customer data + knowledge 

– INtegration of seamless enablement across teams.

Below are some of the INformation and INtegration challenges with which Success Track Enterprise may help.

INformation

  • Define progressive customer data needs
  • Define success measurement and KPIs
  • Define customer health scores and components
  • Define data governance and workflows – who does what, 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

  • Define and implement an internal communication plan around CS
  • Define an internal governance and decision-making process
  • Formalise and up-date the customer success framework
  • Define and refine customer success programmes and playbooks

Consulting Approach

Success Track Enterprise partners your customer success strategic and operational needs across our OPT-IN² framework with the following aims: 

  • Provide added value to your company and your customers
  • Drive results for win-win growth
  • Save time and costs by capitalising on evolving market best practices
  • Optimise costs via subscription

We propose a pragmatic 3 step approach:

1. Macro customer success situation survey

  • Macro short survey
  • Snapshot of your current CS situation
  • Input to step 2 below

2. Strategy guidelines and CS Roadmap

  • Interviews with main stakeholders
  • Analysis and diagnostic
  • Macro recommendations and priorities => CS roadmap
  • Indication of:
    • Actions your company can do
    • Actions with which Success Track Enterprise can partner you
  • Input to step 3 below

3. Success Share as a Service (On Demand)

  • Upon option, we may help implement the above CS roadmap elements
  • Tailored on the analysis of the OPT-IN² needs
  • On-going and agile CS partnership on demand : “Success share as a Service”
  • Based on a monthly subscription

For further details about Success Track Enterprise OPT-IN² methodology, our customer success consulting, coaching, mentoring and training courses (with certification), please send your message below. We’ll be pleased to reply quickly.