Recipe 7 - Know Your Customer Success Strategy

Successful companies have a customer success strategy as a proactive approach to ensure the long-term success, satisfaction, and retention of their customers. It involves understanding customer needs, providing exceptional support and guidance, and continuously delivering value throughout the customer lifecycle. Retaining a customer is easier and more cost-effective than attracting and onboarding a new customer, so it’s just good business to ensure your customers’ success.

Through their purchases, you gain validation of your offerings as a real-world solution, financial cash flow, and a reason to keep going in business. As in any relationship, it’s important to appreciate your customers for their connection with and support of your Start-Up. 

In Recipe 7, you will develop a plan for how you plan to win, serve, delight, and retain your customers

Obviously, one of the most significant elements of any business is the relationships developed with their customers.

• Recipe: Customer Success Process, to define your customer success process/steps that align with your Start-Up and industry, outline initial customer success components, and determine your customer success growth roadmap.

• Recipe: Customer Success Tactics, to know your customer success tactics, best practices, set up good hand-offs between sales and customer success, how to handle various customer success scenarios, and conduct quarterly business reviews.

• Recipe: Customer Success KPIs and Metrics, to select and monitor the customer success KPIs and metrics that are important to measure for your Start-Up.

• Template: Customer Success Process, to document your customer success process/steps, the cross-functional success process, outline initial customer success components, and map the customer success journey.

• Template: Customer Success Tactics, to summarize and document the hand-off process from sales to customer success, how to handle customer silence, how to handle renewals, upsells, and cross-sells.

• Template: Customer Success KPIs and Metrics, a spreadsheet to document customer success key performance indicators (KPIs) and metrics.

• Template: Customer Success Budget, a spreadsheet to project expenses for customer success operations and initiatives.

• Template: Customer Success Strategy One-Pager, an at-a-glance document to show your go-to-market (GTM) customer success strategy.

Note: as a subscriber, you will be able to access refinements as well as additional Recipes and Templates as they become available in the future.

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