Downloaded 37 times
Uploaded byTotango
A CCO'S FRAMEWORK FOR CUSTOMER SUCCESS MATURITY
The document discusses a framework for assessing an organization's customer success maturity level across four stages: 1) Performing CPR - No formal customer success processes or team in place. Focus is on performing crisis management for at-risk accounts. 2) Fire Fighting - Limited customer success team focuses on addressing issues with at-risk accounts. Basic monitoring systems are established. 3) Proactively Reducing Churn - Customer segmentation and defined engagement plans are in place for both healthy and at-risk customers. Account health scores are monitored. 4) Driving Value - Proactive engagement aims to drive growth and innovation. Processes are optimized using data to renew accounts and drive additional sales. Best practices and insights
More Related Content
![[Infographic] Maintenance and Support Revenue Waterfall](https://cdn.slidesharecdn.com/ss_thumbnails/tsiasrgrevenuewaterfallfinal-150813155724-lva1-app6892-thumbnail.jpg?width=640&height=640&fit=bounds)
Similar to A CCO'S FRAMEWORK FOR CUSTOMER SUCCESS MATURITY
A CCO'S FRAMEWORK FOR CUSTOMER SUCCESS MATURITY
- 1. Produced by A CCO’sFramework For Customer Success Maturity Omer Gotlieb, CCO & Co-Founder, Totango @omergotlieb
- 2. What is yourmaturity level? FIRE FIGHTING DRIVING VALUE PROACTIVELY REDUCING CHURN PERFORMING CPR STAGE 0 STAGE 3STAGE 2STAGE 1
- 5. PERFORMING CPRNo Customer SuccessTeam No formal success plans HOW DO YOU IMPROVE? Get organizational buy-in to make customer success a priority Develop system and process for handling emergency accounts Build a Customer Success team!
- 7. FIRE FIGHTING Focus ison at-risk accounts Limited team resources HOW DO YOU IMPROVE? Develop system and process for handling emergency accounts Map your customer journey Ensure company-wide understanding of the role of customer success
- 9. PROACTIVELY REDUCING CHURNBasic account monitoringin place HOW DO YOU IMPROVE? Segment customers based on their stage in the customer journey Develop engagement and action plans for both healthy and at risk customers Ensure that your system can scale by adding in automation Customer accounts have health scores
- 11. DRIVING VALUE Proactively engagewith customers Focus on growth and innovation HOW DO YOU IMPROVE? Continually fine tune your processes using data from churned and renewed customers Use delivery of business value and account expertise to renew and cross sell You provide best practices, share data insights and, encourage use of the full product
- 12.
- 13.
- 14. CUSTOMER SUCCESS TECHNOLOGYREIMAGINED
Editor's Notes
- #4 What is your Customer Success Maturity level? https://www.polleverywhere.com/multiple_choice_polls/DfEtTKtjWAa22VJ