Enable your customers
In a world where more and more vendors offer ‘like’ services and subscriptions, how can you as a vendor stand out and make a difference?
Customer Success is big business. The reason for this is two-fold. On the one hand, a lot of your revenue stream and financial health will depend on subscription renewals – or repeat purchases as they say in ‘old-school’ marketing terms. Secondly – a successful customer is just about the best lead generator you can get.
How can you move away from your Customer Success being seen as a cost centre? Customer Success does not equal Customer Support – nor training, nor pre-sales. It combines all of those to an extend, influences (renewal) revenue and ensures the customers maximizes the return on their investment.
Now, how does that work?
First things first.
Map out your customer journey, define the services your customer success team will deliver throughout this journey and then enable and empower your team.
How CAN WE HELP
CHETTa-jones consulting services
Defining or reviewing your Customer Success Strategy
- Define Customer Journey
- Create Services map and key collaboration needs
- Define KPI’s
Define Customer Success Services
- Define Services goals based on customer needs
- Align Services goals to the Customer Journey
- Create Services templates and sample libraries
Enable your team to deliver
- Customer Success Methodology training
- Implement a holistic enablement framework
- Deliver workshops and training modules
- Storytelling in Business
- Presentation skills
- Running discovery sessions with a customer
- Presenting value to a customer
WHAT PEOPLE SAY ABOUT CHETTA-JONES CONSULTING
Monia Bosetti | SaaS Customer Success Sr. Director EMEA & JAPAC
Isabel brings strategic thinking and energy in every project. As part of my team, Isabel was instrumental on the design and implementation of a new Customer Success Management methodology and Enablement programs. Isabel's ability of being strategic and get the things done at the same time, makes her a unique talent. In particular her knowledge of Marketing and Customer experience has been a valuable asset for my team.
Joanne Chan | SaaS Customer Success, Knowledge Management, EMEA-JAPAC
Isabel is a trusted teammate who is versatile and flexible in the way she approaches challenges. She takes challenges in her stride and tackles them with a positive attitude, tireless work ethic and entrepreneurial approach. Passionate in the work that she does, she frequently contributes her ideas and insights enthusiastically, probing for key information when she collaborates with others, and above all is an excellent listener.
Rob Heerdegen | Global Director, Adoption & Transformation services, Oracle Marketing Cloud
Isabel has been a joy to work with over the many years we’ve known each other. As a Marketing and Adoption Advisor, Isabel consistently brought her A-game. She used her many years of industry experience coupled with strong facilitator skills to challenge and change the trajectory of 100s of customer ’s use and adoption of Oracle’s Marketing Cloud technologies. She’s truly a trusted advisor to our customers large and small.
Veerle De Ridder | Lead Generation Manager at Vasco Data Security
I’ve been working with Isabel as a customer of LeadFabric. Isabel is a very professional marketeer, with a lot of marketing experience which she is willing to share with her customers. I really appreciated working with Isabel because she is a creative and open minded person, with a very strong focus to achieve results. She easily understands customer needs and acts accordingly.