How to build Customer Success Team and development strategy.

2. Customer Centricity
„Customer centricity is a strategy that aligns a company’s development and
delivery of its products and services with the current and future needs of a
select set of customers in order to maximize their long-term financial value to
the firm.“
Peter Fader in his book Customer Centricity, Focus on the Right Customers for Strategic Advantage
“Target the Right Customer at Just the right moment”
Natero, Predictive analytics for the Customer Success

3. Sale
D e v e l o p m e n t
M a r k e t i n g
T r a i n i n g
U p s e l l
Onboarding Customer Success
R e v i e w s
C r o s s - s e l l
R e n e w a l
R e f e r r a l
A d v o c a c y
Customer Success Methodology
• Customer Success vs. Service/Support
• Success framework: manage customer
lifecycle (onboarding, training, business
reviews, upsell, cross-sell, renewals,
advocacy, referrals)

4. Customer Success Methodology
• Develop Strategy: simple, reliable, customizable, based on
customer-centricity approach
• Build a Customer Success Team
• Implement Customer Success Processes and tools that:
drive product engagement and adoption, impact churn
positively, upsell and cross-sell
• Clear responsibilities
• SMART Goals
• KPIs

5. Know your Customer
What is your customer’s end goal? Define and Review. Usage
analytics & insights
What’s working for them? Identify trends: successful customer
actions
Gain agreement on success milestones
Feedback
Invite to test new features
Make them your business partner: participating in your
strategic decisions
Predictive Analytics – identify accounts that need attention

6. Driving Customer Success Culture
• Company Alignment: avoid running in circles, define clear
responsibilities, common goals
• Executive Team: gain support of goals
• Sales handoff: understand commitments
• Marketing: right message at the right time
• Product: VOC, testers, product feedback

7. Churn Rate: leaving customers; related to the concept of
average customer life. For example annual churn rate 25%
means average customer life 4 years
Customer Lifetime Value (CLV) : prediction of the net profit
attributed to the entire future relationship with a customer
Renewal: maintain min. rate for renewals
Product Adoption: upward trend
Net Promoter Score: possibility for customer to recommend
our services
Percentage of increase of customer base: all customers vs.
all customers for previous period
Number of onboarding customers: new customers for the
specified period
Others
Customer Success Metrics

8. • Setup for success: goals & plan
• Metrics: KPIs, analytics, milestones with customer
• Customer Success: Company wide initiative
• Talk to your customers!
• Customer satisfaction and success comes first,
revenue will follow.
Customer Success Overview

9. THANK YOU!