7 Core Business Objectives

Below are the 7 Core Business Objectives for ClientSuccess. Please review and determine which 1-3 objectives best correlate with your business priorities. Make sure to communicate these priorities to youe CSM during the Partnership Kickoff meeting for a more tailored and personalized onboarding experience.

Data Democratization

Data democratization means that everybody has access to data and there are no gatekeepers that create a bottleneck at the gateway to the data. It requires that we accompany the access with an easy way for people to understand the data so that they can use it to expedite decision-making and uncover opportunities for an organization. The goal is to have anybody use data at any time to make decisions with no barriers to access or understanding.

Sample SMART Goal:

Integrate CRM and Support Systems into ClientSuccess with a push/pull integration ensuring Marketing, Sales, Support, Customer Success and Product all have visibility into overall Customer Health and are empowered to use the data in their workflows - Marketing) Identifying Customer Advocates for beat, speaking and case studies, Sales) ICP performance, upsell opportunities and onboarding progress, Support) Customer renewal dates, segments, ARR, CSM, Health and status, Product) Visibility into adoption, product usage, feedback, NPS and feature requests - by the end of Q1 2024 (March 31, 2024).

Operationalize Process

Customers will leverage technology to help them execute the processes that they have developed. Siloed spreadsheets, private Trello boards, Evernote, etc. make it difficult to control how your team is or is not managing your processes and no understanding of what is working. Lack of standardized technology makes iterating difficult and slow. Customer data is at risk if kept in unsanctioned technology.

Sample SMART Goal:

Design SuccessCycles playbooks for the 3 key processes in the Customer Journey - Onboarding, Business Reviews and Renewals - to help better orchestrate collaboration, consistency across the team and execution by CSMs. All customers in the top customer segment (Strategic) must be using at least 1 of those playbooks based on their stage in the journey and the CSMs must be managing each task and activity through completion. Weekly status reported based on completed tasks, over due activities and completed SuccessCycles driving positive customer momentum by the end of Q12024 (March 31, 2024).

Drive Efficiency

CSPs across all companies lose time in their day due to insufficient processes or lack of process. ClientSuccess helps frontline CSMs get time back in their day by automating redundant tasks, centralizing data in a meaningful way, streamlining workflows, and prevents them from stopping to think “what do I have to do next.”

Sample SMART Goal:

Create automations for 3 critical stages in the Customer Lifecycle to go out to all qualifying customers based on the designated criteria to be configured, tested and deployed by end of Q124 (March 31, 2024):
- Onboarding executive check-in: Email to facilitate an introduction with our leadership team and the customer to go out 45 days into the partnership from the exec sponsor to the customers executive - Leading Indicator: Email Sent Lagging Indicator: Meeting Executed --> Meetings executed with 50% of customers who received the email
- Post Onboarding Wrap Up: Email triggered once the Onboarding SuccessCycle is completed and the final stage is closed complete, send an email to the Exec Contact outlining the onboarding program, what's been completed and what to expect next. CTA for Exec to Book a Meeting for 60 days (Calendly to Provide Date Range) Leading Indicator: Email tiggers and is sent Lagging Indicator: Execs Meet in 60 days --> Meetings executed with 75% of customers who complete onboarding
- Renewal Prediction Survey: Email triggers 150 days to the renewal to customers who are not marked Severe Risk, asking customers their intention to renew. Leading Indicator: Email Sent Lagging Indicator: Survey Response --> 85% response rate for customers in top 3 customer segments; 60% response rate for customers in bottom segment

Mitigate Risk

CSP’s must have visibility into data signals to help them understand when risk is present in their account and also provide them with the tools and framework to tackle the situation without having to reinvent the wheel. Once meaningful metrics are identified the team should be able to identify patterns to predict behavior.

Sample SMART Goal:

Decrease customers with no engagement in the Strategic and Key segments in over 30 days by 10% by end of Q224. Easily and quickly identify which Strategic and Enterprise customers have not engaged with our brand in the last 30 days. Leverage this insight into the SuccessScore for these segments attributing 15% to this factor. Create automated tasks for CSMs instructing them to reach out as the customer is "not engaged" and create a 1:Many Email Template that can be leveraged for fast follow up.

Identify Growth

Leaders want to quickly identify, manage and execute growth opportunities across their customer base to increase organizational revenue. In order to do this, CSPs need to be able to understand how customers are using the product, where there is partnership risk/health, gleam insight into organizational success and target these customers as part of their growth campaigns.

Sample SMART Goal:

In Q12024, Identify 25 upsell leads within the Strategic and Key customer segments that have the potential to be closed in 2024 and equate to $250k or more.
- Using the Customer Grid Identify customers in the strategic and key customer segments who have purchased less than 3 products, have a renewal date in the next 6 months, and are in "good health"
- Leverage the Account Team functionality to collaborate with the sales team
- Deploy the Upsell SuccessCycle for the 25 customers and start the collaboration with Sales to facilitate discussions
- Track upsells and forecast in Revenue Manager

Increase Visibility

You can’t manage what you can’t measure and in order for leaders to make strong and effective business decisions, they need full visibility into all customer metrics and data. They need to increase visibility for other business stakeholders as well so everyone is marching in the same direction.

Sample SMART Goal:

Decrease customers with no engagement in the Strategic and Key segments in over 30 days by 10% by end of Q224. Easily and quickly identify which Strategic and Enterprise customers have not engaged with our brand in the last 30 days. Leverage this insight into the SuccessScore for these segments attributing 15% to this factor. Create automated tasks for CSMs instructing them to reach out as the customer is "not engaged" and create a 1:Many Email Template that can be leveraged for fast follow up.

Scale with Ease

In an effort to scale your business, you need to build a framework for your team that will support continuity and repeatability to ensure your team knows what to do and when to do it. You will ensure that repeatable processes have some automation built in and that can help your team move quickly to support growth. Be able to identify patterns and elevate data to respond quickly in a proactive manner as well as socialize and share actionable insights across the organization.

Sample SMART Goal:

By the end of Q12024 (March 31, 2024) automate the customer communication tied to the Onboarding plan for the Mid-Market customer segment to support the reduction in time of 4 hours per customer in onboarding (average of 80 hours per quarter).
- Leverage SuccessCycles to design the specific Onboarding plan for the mid-market customer segment
- Create automation rules tied to each stage in the Onboarding SuccessCycle to notify customers of each completed stage
- Have automation support the coordination of the post-onboarding wrap up

Onboarding Overview

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