Design
Customer Journey Mapping
Customer Success Playbook
DesiredPath Metrics™
Customer Segmentation
Account Coverage Model
Account Ratios
Role Clarity
Compensation Planning
Organization Structure
Execute
Customer Success Practices
Customer Success Plan
Executive Business / Success Reviews
Customer Maturity Model
Customer Marketing
Customer Success Services
Product Feedback & Support Practices
VOC / NPS / C-Sat
Renewals & Retention
Optimize
Proactive Revenue Management
DesiredPath Velocity™
Customer Health
Account Management Practices
Land & Expand Strategy
Tech-touch Automation
Customer Advocacy
Customer Success Assessment
Executive Advisory
Design
During Design, we collaborate with you to create the Intelligent Framework. By understanding the patterns of your most successful customers, we form the framework that aligns your business to your customer's, enabling your company to consistently deliver and measure customer desired outcomes. This is when the paradigm shift to customer-centric thinking starts.
Execute
In the Execute phase we operationalize the Intelligent Framework - organizing your teams to map, execute and measure a playbook across the total "customer funnel", which drives repeatable, customer success in the most efficient and proactive way. Anchoring your business to your customer's total business is when customer-centric innovation occurs.
Optimize
During the Optimize phase, we use the insights gained from the Intelligent Framework and DesiredPath's industry-first metrics and benchmarks, to measure how close your operations are at supporting your customer desire path and advance your practice accordingly. Optimizing your company's progress to smarter, faster revenue growth occurs by constantly observing your customers and continuously improving your operations so that it evolves as your customers do.
Valentina Spirovski, Doxim
The benchmarking opportunity and alignment to best practices was important for me to get a sense of what the rest of the world was doing with respect to Customer Success.
