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![Set of Engagement Types
Touch points: Call, Meeting, Email Conversation
• On board new customers [initial training]
• Training
• Business Reviews – goals attainment
• Usage review calls [monthly review call]
• Best practices related calls [domain specific]
• Product roadmap / product validation call
• Consulting Call
• Planning Call
• Feedback Call](https://image.slidesharecdn.com/customersuccesscubed-meetup-150807153544-lva1-app6891/75/Customer-Success-Cubed-The-Simplest-Guide-you-will-ever-Find-10-2048.jpg)
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Customer Success Cubed - The Simplest Guide you will ever Find
This document provides a simple guide to customer success. It outlines that customer success involves three levels: 1) the success of the customer, 2) the success of the customer success process and team, and 3) the success of the business. The primary goals are customer retention and upsell, which maximize customer lifetime value and business success. The customer success process involves onboarding, adoption, and escalations from both an account and user perspective. It also describes different types of engagement like onboarding, training, business reviews, and usage reviews that involve touchpoints by call, meeting, or email.
In this document
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Overview of Customer Success concept and its simplicity.
Focus on three success areas: Customer, Process/Team, and Business. Emphasis on monetary gain.
Primary goals include Customer Retention and Upsell; additional goals are Customer Advocacy and Satisfaction.
Engagement from account and user perspective including onboarding, adoption, and escalations.
Types of customer success engagements: calls, meetings, business reviews, training, and feedback.
Reiteration of the Customer Success process emphasizing the success of customer, process/team, and business.
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- 6. Customer Success Account andUser Perspective ONBOARDING
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