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Customer Success Management

The document discusses key aspects of customer success management including top drivers, evaluation metrics, enablers and tools, and the customer success journey. It notes that top drivers include a service provider's accessibility, resolution velocity and accuracy, and selling and delivering value through solutions, affordability and convenience. It lists common measures like revenue per customer, renewals, referrals, and customer satisfaction scores. The document also mentions enablers and tools that can be used, and outlines the typical customer success journey from interest to renewal.

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Dennis
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148 views8 pages

Customer Success Management

The document discusses key aspects of customer success management including top drivers, evaluation metrics, enablers and tools, and the customer success journey. It notes that top drivers include a service provider's accessibility, resolution velocity and accuracy, and selling and delivering value through solutions, affordability and convenience. It lists common measures like revenue per customer, renewals, referrals, and customer satisfaction scores. The document also mentions enablers and tools that can be used, and outlines the typical customer success journey from interest to renewal.

Uploaded by

Dennis
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Work, Learn

and Collaborate

CUSTOMER
SUCCESS
MANAGEMENT
Dennis Antolin | 2020
THE OUTLINE

TOP DRIVERS
EVALUATION METRICS
ENABLERS AND TOOLS
CUSTOMER SUCCESS JOURNEY
Top Drivers

Service Service Sell and Listen and act


provider's provider's deliver value on customers'
accesibility resolution e.g. solution, feedback
velocity and affordability,
accuracy convenience
MEASURES

1 Revenue Per
Customer
3 Customer
Referrals

2 Renewals or
Repeat Customers
4 CSAT, NPS, CES
Customer Satisfaction Score

Net Promoter Score

Customer Effort Score


ENABLERS
AND TOOLS
CUSTOMER
SUCCESS JOURNEY

INTEREST IMPLEMENTATION EXPANSION


PURCHASE ONBOARDING RENEWAL
Quotable Quote:

Customer service shouldn't just

be a department, it should be

the entire company.

- Tony Hsieh
THANK YOU
DENNIS ANTOLIN
Business Development Consultant

LINKEDIN
ph.linkedin.com/in/dennis-antolin

MOBILE NUMBER
+63 917 563 0096

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