Customer Success
“Customer success and satisfaction is the driving force behind everything we do.”
Start your success trail here
Success Starts With Great Onboarding
Feed project data into health
To get a true picture of a customer’s health, you need to consider more than just ongoing customer service. The impression your customers get from how you onboard them and how you manage their engagements on an ongoing basis, along with the support and success planning you provide, all feed into the true health of your customer relationship.
- Deliver quicker time to value with templated best practice onboarding projects
- Capture ongoing customer projects and engagements within your CS tool
- View the context behind your customer health scores, with more data than ever before
Success Starts With Great Onboarding
Meetings are the driver of Success
Meetings are the driver of Success
Build relationships and record success-critical information
You can’t have Customer Success without regular customer meetings. A good customer meeting can provide clear communication, alignment on objectives, create an opportunity to identify and resolve issues, and even provide your customers with important status updates… so long as you’re recording the important information accurately! Thankfully, we can help.
- Create best-practice meeting templates for recurring meetings and view all past and upcoming meetings and notes from one place
- Score customer interactions on-the-fly, helping build an accurate real time health picture
- Monitor action items and manage them through to completion
Track Your Stakeholders
Understand health and responsibilities
To have successful customer relationships, you need to understand who is who! With so many stakeholders to manage across multiple departments, each with their own unique objectives and changing roles, it’s essential that you keep track of your key players – and ensure your critical relationship information is used to help build accurate health scorecards.
- Create organization charts to fully understand who the key players are
- Capture stakeholder health along with any status changes to the key stakeholders
- Plan ahead by understanding the business impact of any stakeholder changes
Track Your Stakeholders
Capture Time Spent by Account
Capture Time Spent by Account
Optimize resources to highest value clients
Without accurately tracking time, it’s hard to gauge which accounts are delivering value and which ones are consuming your critical resources. By matching client revenue with effort, you can ensure you are utilizing your team as efficiently as possible.
- See the true cost of your efforts
- View your customers drawdown against their entitlements
- Direct key resources to your high-value clients
Get the Complete Customer Picture
Build a comprehensive customer profile
Say goodbye to silos, say hello to usable data and customer context! Running your Customer Success on Salesforce means you can take advantage of existing Sales and Onboarding data from Salesforce, including support tickets, open APIs, and usage data, providing a comprehensive view of your customer’s journey.
This unified perspective helps you understand customer needs, identify potential issues early, and uncover growth opportunities, ensuring proactive and personalized support.
- Combine Salesforce and support ticket data to track customer interactions and resolve issues swiftly
- Leverage open APIs to enrich insights with third-party data for a more nuanced understanding
- Monitor usage data to assess product adoption and tailor effective engagement strategies
Get the Complete Customer Picture
Customer Scorecards
Customer Scorecards
One tool, one customer health score
If your company has multiple customer health scores how do you know which is the correct?
By breaking down data silos and capturing data throughout your key post-sale processes, we deliver the first true single health scorecard on the Salesforce platform.
- A single health score for all of your post-sale teams, built from context-rich Salesforce data
- Provide the proactive support needed to drive long-term customer satisfaction and retention by identifying and addressing potential issues early with real-time alerts and trend indicators
- Ensure proactive management and improved retention, by allowing your team to see the bigger picture
Boost your NRR
Take action to reduce churn and increase upsell opportunities
By providing a comprehensive and real-time view of customer health, our Salesforce-built customer health scores offer a powerful tool for driving Net Revenue Retention (NRR), by reducing churn, and increasing upsell opportunities.
With our Customer Success module, you can proactively identify at-risk accounts, recognize engagement trends, and spot potential growth areas, helping you focus on targeted interventions and personalized strategies that enhance both customer satisfaction and loyalty.
- Boost NRR by tracking key metrics and implementing timely strategies to retain and expand customer accounts
- Reduce churn by identifying early warning signs and addressing issues before they escalate
- Increase upsell opportunities by recognizing customers ready for additional products or services based on positive health indicators
Boost your NRR
From Retention to Revenue Generation
How to Monetize Your Customer Success Operations
Unlock Growth Potential: Monetizing Customer Success Operations! Learn to retain, upsell, and personalize services for revenue generation. Don’t leave money on the table. Let’s maximize success together!
Want to see Cloud Coach in action?
Let us show you why Cloud Coach is the highest-rated Customer Onboarding, PSA and Success solution native to Salesforce.
