MP4 version: https://youtu.be/xz4yT9Kc-iA The Fundamentals of Customer Success Management Top drivers: • Ease of access to the service provider • Resolution velocity and accuracy • Listen and act on clients' feedback • Sell and deliver value e.g. solution, affordability, and convenience • Always aim for the life-long value of each client Measures: • Revenue per customer • Repeat customers or renewal • Customer referrals • Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CSE) Customer success journey: • Interest • Purchase • Implementation • Onboarding • Expansion • Rewenal

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