There is no better way to understand customers' experience with your company than with GoodSuccess from GoodData. A commitment to improve customer success requires the ability to:
- Assess Overall Portfolio Health and Reduce Churn
- Cultivate Relationships and Increase Customer Satisfaction
- Align Product Adoption and Usability Concerns
- Improve Renewal Rates with Account Planning
A day in the life of a VP CUSTOMER SUCCESS
Maximizing the life-time value of the customer base requires dedicated focus and a delicate balance between understanding opportunities and eliminating risks.
Assess Overall Portfolio Health
- Align customer accounts by risk to articulate the health of the customer base
- Key performance indicators; activities, satisfaction scores and usage
“The typical challenge facing Customer Success teams is the ability to effectively communicate the health of the portfolio. Jon has a leg up when it comes to this challenge because he has the Portfolio Health Dashboard. It provides him on a daily, weekly and quarterly basis a view of the risk level he has to contend with as well as the rate in which renewals are coming in. He can also see any key indicators that may give him the foresight that he needs to focus the team on certain tasks.”
Increase Customer Satisfaction
- Highlight time investments towards customer success with activity breakdowns and trends
- Assess engagement activities for key accounts throughout the organization
“The more customers, the more resources Jon will need to keep up with success activities. Time can slip away and the next thing Jon knows, it has been sixty days since the last time anyone spoke to a group of customers. With the Success Activity dashboard, he can see he has this situation and knows lack of engagement is an immediate indicator of potential risk to the big renewal number he has to secure. Action needs to be taken quickly to improve the touch-points with those customers. Jon pulls the team together and digs in to determine where to allocate resources towards key activities.”
Product Adoption & Usability Concerns
- Uncover potential gaps in customer product expectations
- Determine the level of risk growing within accounts
“The team discusses that they need to align the product adoption and usability metrics with the prioritization of the key activities. Being able to understand how many accounts may be in a declining usage state helps with developing account plans to address possible training issues or if there are potentially bigger concerns regarding the actual delivery of the product itself. These elements paired with some insight into support tickets continues to bring into focus the steps Jon and his team need to make.”
Maximize Renewal Rates
- Proactively develop up-sell and cross-sell strategies
- Track renewal probability and progress each quarter
“As the quarter comes to a close, Jon is consistently monitoring the progress of the renewals. With the Renewals dashboard he can see the customers by tier and the impact of their associated monthly recurring revenue. He also has a view of the customers that have up-sell and cross-sell account plans and determines what activity would be needed to accelerate the renewal opportunities. As renewals begin to solidify, Jon plans around the next two quarters to reduce churn and improve customer satisfaction.”
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