You've implemented a CS tool. Mapped journeys. Launched playbooks.
But you're still not seeing results with your Customer Success strategy.
Now what?
It's time to jump off the bandwagon and get back to basics. DV8 is a new approach to Customer Success that leverages your product and people to turn your customers in to lifetime champions.
You need to know what's going on to plot a course. But don't worry if you don't have it all. We'll work with what you've got now and build a plan for the future.
It's time to take the road less traveled, but that doesn't mean you throw out the map. We'll help you depart from the pack with a plan that makes sense.
The foundation of your success is the trust your customers place in you. You told a great story to bring them on board, so let's write the next chapter.
True Customer Success is expanding your existing relationships. Put these pieces together and turn your trailblazing into bottom-line results.
Here are some ways DV8 can help you accelerate your Customer Success results
QBRs have seen better days. DV8 will help you design a Success Update strategy to inform and enagage your customers
Let us design your learning strategy, select a delivery platform, and create a certification and recognition system
Get Back to the Basics
Having systems in place to understand how your customers use your product and to identify behaviors that may lead to churn is critical to any Customer Success initiative. Too often, these systems become the success initiative. Teams end up spending most of their time managing the systems and processes and lose track of who they're actually there to help...the customers. At DV8, we think it's time to throw out a lot of these playbooks and blaze a new trail that centers your customers' voices and acknowledges their needs.
Knowledge to Empower
The path of least resistance to renewal is strong champions and customers who feel a sense of ownership in your solution. Develop your customers' knowledge with an education strategy that defines clear milestones and achievements and celebrates their learning with recognition. Your solution doesn't need to be big and complex to be worthy of a certification program, and giving your customers a goal to work toward with meaningful learning content is a great way to create customers who own their success and choose to renew.
Don't be a "Sheldon Cooper"
Data is important, and as much as we love quirky TV scientists, you don't want to get distracted by all the rich data you have about your customers and how they use your products. You shouldn't bog down your customers with numbers and statistics. Data is the input to telling a great story. You need to translate that data into the story that helps your customers see where they've been and where they're going with you. Ditch the QBRs and let us help you build a storytelling model that turns your data into a compelling representation of the value you bring.
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