Customer Engagement Improvement Services
When your client engagement falls short, eventually so does your organization. Many signs can warn us of this: declining renewal rates or follow on sales, slowing growth in customers' adoption "footprint", the client reference portfolio is uncertain or fragile, clients are calling for more resources regarding usage and product updates, etc. And Metrics like CSAT, NPS and CES are great for telling you where you are now, but not much about what you need to do to improve them.
With decades of customer relationship and practice management experience I can support your focus on any of the elements of your most critical client-facing services. The services I suggest below are backed by my direct experience in service suite and methodology development, creation of a Client Success function "from the ground up" and my deep and broad consulting services experience.
With decades of customer relationship and practice management experience I can support your focus on any of the elements of your most critical client-facing services. The services I suggest below are backed by my direct experience in service suite and methodology development, creation of a Client Success function "from the ground up" and my deep and broad consulting services experience.
Service Product DevelopmentService Opportunity Assessment
Business Process Analysis Agenda Templates & Outcomes Definition Deliverable Design & Template Creation Delivery Testing & Team Training Methodology Integration |
Customer SuccessCustomer Journey and Playbook mapping
Customer Tracking Tools & Processes CS Departmental Integration CSM Solution Evaluation & Deployment User Group, Customer Network & Event Development Customer Outreach, Performance Measurement & Response Strategy |
Services Practice ImprovementService Needs Assessment
Service Methodology Development & Rollout Backlog Management Process Scheduling Processes Consultant Professionalism Standards Service Effectiveness Evaluation |
