The document outlines key drivers and metrics for customer success management, emphasizing the importance of accessibility, resolution velocity, and listening to customer feedback. It highlights measures such as revenue per customer, customer referrals, renewals, and satisfaction scores. The author asserts that customer service should be an integrated responsibility across the entire company.

1. CUSTOMER
SUCCESS
MANAGEMENT
Dennis Antolin | 2020
Work, Learn
and Collaborate

2. THE OUTLINE
TOP DRIVERS
EVALUATION METRICS
ENABLERS AND TOOLS
CUSTOMER SUCCESS JOURNEY

3. Top Drivers
Service
provider's
accesibility
Service
provider's
resolution
velocity and
accuracy
Sell and
deliver value
e.g. solution,
affordability,
convenience
Listen and act
on customers'
feedback

4. MEASURES
1 Revenue Per
Customer
3 Customer
Referrals
2 Renewals or
Repeat Customers
4 CSAT, NPS, CES
Customer Satisfaction Score
Net Promoter Score
Customer Effort Score

5. ENABLERS
AND TOOLS

6. CUSTOMER
SUCCESS JOURNEY
INTEREST
PURCHASE
IMPLEMENTATION
ONBOARDING
EXPANSION
RENEWAL

7. Customer service shouldn't just
be a department, it should be
the entire company.
- Tony Hsieh
Quotable Quote:

8. THANK YOU
DENNIS ANTOLIN
Business Development Consultant
LINKEDIN
ph.linkedin.com/in/dennis-antolin
MOBILE NUMBER
+63 917 563 0096