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.

What is a CS Program?

ESG’s Customer Success Programs (CS Programs) 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.

The Team

Each CS Program 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.

Executive Customer Success Consultant: Experienced Customer Success practitioner, maintains strategic direction and provides recommendations and best practices.

Project Specialist: Responsible for the collaborative creation of internal process documents, to be put into operation by your CS team.

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.

The Process

We take an agile approach to our Customer Success Programs, 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 CS Program, 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 Program, 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 Programs 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.

The Projects

Each CS Program is made up of a series of Projects, conducted in sequential order to build upon each other and improve your CS maturity over time. CS Programs are customized to fit the unique needs and priorities of your individual organization. CS Program focus areas and Projects may include:

CS Foundations Program: Segmentation, Financial Modeling & Tiering, Customer Journey Mapping, Customer Success Maturity Assessment, Cross-Functional Health Assessment, Tool Readiness Evaluation, Building the Case for Customer Success, Customer Success Charter

CS Operations Program: Health Score Creation, CS Platform Implementation, CS Platform Minimum Viable Product (MVP) Development, CS Platform Rollout, Advanced CS Platform Development & Deployment, CS Platform Administration, Organizational Design & Structure Evaluation, Key Metrics, Reports, & Dashboards, In-Depth Data Analysis & Recommendations

Digital CS Program: Digital CS Strategy Development, Digital Process Creation, Segmentation Validation, User Persona Development, Digital Channel Viability Evaluation, Content Creation, Asset Development, CS Platform Administration, Email System Administration, In-App Engagement System Administration, Customer Community Development & Management, Knowledge Base Development & Management

Partner Success Program: Channel Team Relationship Management, Partner Pilot Program Development, Partner Incentive Evaluation, Partner Content & Asset Creation, Partner Training, Partner Process Development, Partner Success Management

Voice of the Customer (VoC) Program: VoC Strategy Development, Internal & External Closed Loop Process Creation, Customer Survey Creation & Deployment, Customer Interviews, Feedback Data Collection, Feedback Data Analysis, Feedback Evaluation & Recommendations

Center of Excellence (CoE)/Business Transformation Program: Human Capital Management Evaluation, Predictive Analytics, Continuous Improvement Projects, CS Organizational Roadmap, CoE Definition & Charter, Change Management Strategy, Cross-Functional and/or Executive Leadership Workshop Sessions

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Existing customers will spend more — 67% more — on your business than new customers will.

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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.

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A 5% increase in customer retention can lead to an increase in profits between 25% and 95%.