Building the foundational elements of a robust, proactive Customer Success organization is a complex, time-consuming task, even for highly tenured CS professionals. While you may have the skills to complete this exercise on your own, most CS organizations simply don’t have the time.
ESG’s Customer Success Plans (CSPs) are perfect for Customer Success organizations with low to medium levels of maturity, or those looking to quickly accelerate their capabilities in specific areas. CS teams that lack the expertise and/or resources to build or optimize processes, documentation, and customer-facing assets will quickly see their library of operational elements expand.
We’ll work together to clearly define and create internal process documents, workflow maps, digital content, and customer-facing templates. By fortifying your library of artifacts like customer journey maps, CSM playbooks, customer health formulas, tool deployment, and digital assets, you’ll be better equipped to deploy those strategies to support your key KPIs and desired outcomes.
Each CSP is led by an ESG Program Manager, who will coordinate with the ESG team members whose skillsets best match each client’s needs. Teams are right-sized based on skillset and capacity, and may include these roles:
Program Manager: Project ownership for completing the defined scope, milestones, and timeline set forth by the agreement. Governs initial implementation and any other projects that may arise.
Project Specialist: Responsible for the collaborative creation of internal process documents, to be put into operation by your CS team.
Virtual Customer Success Manager: Owns the execution of defined customer touchpoints. Trusted advisor to the customer.
Customer Success Operations Analyst: Manages data capture and cleansing, reporting, analytics, customer health scoring and formulation, and business forecasting.
Digital Customer Success Manager: Responsible for the creation of customer-facing content, email and workflow automation, and surveys to support a tech-touch strategy that increases and measures customer satisfaction.
CS Tool Administrator: Manages the implementation and customization of your CS tool, including data integrations and initial setup or desired changes.
We take an agile approach to our Customer Success Plans, running two-week sprint cycles to effectively and efficiently dig in to understand your business and your customers, and create your artifacts.
We also utilize a design thinking process throughout each CSP, beginning by observing to gain a clear understanding of your customer and business needs. We then move on to define specific artifacts and timelines needed, and we’ll ideate together – discussing and aligning on metrics, processes, assets, and goals. After that comes prototyping and building (usually our clients’ favorite part of the process!) – when we’ll build processes and assets into your systems for use. And finally, it’s time to test and analyze. This final phase of the design process may or may not be included in the scope of a Customer Success Plan, but it’s important to test new assets and processes for effectiveness and iterate where needed.
All of this leads to the creation of what we refer to as an MVP – your ‘Minimum Viable Product’ for delivering Customer Success to your users.
Customer Success Plans range from $25,000 to $100,000 per month with a six-month minimum commitment. Price varies by level of Customer Success maturity, organizational complexity, and your timeline and priorities.
Existing customers will spend more — 67% more — on your business than new customers will.
Organizations that lead in CX outperformed laggards on the S&P 500 index by nearly 80%. They retain higher wallet share and have customers that are 7-8X more likely to purchase more from the company.
A 5% increase in customer retention can lead to an increase in profits between 25% and 95%.