What is a Customer Success strategy?
A Customer Success strategy is the game plan an organization lays out for deliberately engaging and supporting customers at every stage of the customer lifecycle. This strategy should ensure customers get the most out of a company's products or services so that they're able to accomplish their goals.
What's included in this Customer Success strategy template?
- 3x Customer Success Focus Areas
- 9x Customer Success Objectives
- 11x Customer Success Projects
- 16x Customer Success KPIs
Who is this Customer Success strategy template for?
A Customer Success strategy is useful for the Customer Success Team in any organization and independent of the industry. It can also be useful to any person in the organization that is involved in the customer journey and interaction with your product or service.
How is this Customer Success strategy template relevant to your organization?
Your organization will succeed only if your customers succeed. This Customer Success Strategy Template will allow you to focus on the strategic priorities you need to execute to ensure the maximum success and satisfaction for your customers.
1. Define clear examples of your focus areas
It can be easy to think of focus areas by looking at your customer journey map and then narrowing down on the layers you have identified to establish what problem areas your organization specifically needs to resolve or work on.
An example of a focus area for a Customer Success strategy could be Amazing Web Experience.
2. Think about the objectives that could fall under that focus area
Focusing on objectives within this area can help you narrow down further into the goals you want to focus on in these areas. The objectives you set can be SMART objectives so that they epitomize clear and succinct end targets for you and your team to work towards.
An example of some objectives that fall under Amazing Web Experience can be: Build an open environment to generate trust amongst users; Improve the quality of user interactions and perceptions of the product; Utilize web analytics to strategically collect data to understand behavior, needs and motivations.
3. Set yourself measurable targets (KPIs) to tackle the objective
Whilst you can also track and measure the progress of your objectives, it’s also extremely crucial to set up smaller measurements that you can track and measure to monitor your progress.
Examples of KPIs that can measure this objective: Build an open environment to generate trust amongst users are: Grow the participation of our users in our forum to 50%, and Collect feedback from users after purchase through email in 100% of the cases.
You can accordingly set up specific end dates or a time period that you want to achieve these KPIs.
4. Implement related projects to achieve the KPIs
After thinking about some KPIs, you may wonder how can these KPIs actually be achieved? This is where creating some projects becomes extremely useful. Projects can serve as tangible actions that you follow to achieve your end objectives.
Examples of projects that can support your Amazing Web Experience focus area can include: Create a User Ambassador Program for our top customers, Conduct an online survey with our users to gain feedback of our product usability and experience, and Allocate a team focused on analytics.
5. Utilize Cascade Strategy Execution Platform to see faster results from your strategy
Make sure your strategy is front and center with Cascade. You can plan, execute, measure and adapt your strategy in one easy-to-use platform and make sure your strategic plan is connected to on-the-ground execution.
Use this Customer Experience Strategy template and launch your strategy in Cascade; it's $0 forever.