When I began my consulting practice, I noticed an interesting trend.
Some of the organizations produced chaos in their customer experience.
These organizations would often have impressive strategies, marketing initiatives and supply chains that would reel the customer in. But once the solution had been purchased, the customer seemed to enter a different realm entirely.
The functions of the organization would cross-communicate to the customer, if they spoke with the customer at all. No one would know if the customer was even using the solution or if they were having a positive experience. Metrics weren’t in place and the internal employees were confused on how to interact with the customer.
Other organizations elevated the customer experiencing by optimizing their Customer Success.
Every level of these organizations had a clearly defined customer success strategy. Dashboards were in place to see how the customer experience was progressing, with people, processes and tools easily accessible to onboard, retain, upsell and cross-sell the customer. Not surprisingly, these were the organizations that flourished the most.
After years of interacting with both types of clients, as well as a range in between, I developed the Customer Success Maturity Model, with clients falling into one of five categories: Chaotic, Forming, Functioning, High-Performing and Optimized.
Here is a summary of each of the five categories:
Where do you think you fall on the Customer Success Maturity Model? Comment below! Not sure where you land? Let’s chat.
Schedule a FREE 15-minute with me to learn how your organization can accelerate it’s revenue growth by developing its Customer Success function.
Dunn Growth Experts also offers personalized Customer Success reports for organizations seeking to improve their customer experience. Simply fill out a short 26-question assessment, swipe your credit card through our secure payment system and within minutes, you’ll receive a custom 30-page report detailing your results, showcasing how you compare against your competitors, and what you can do to improve your Customer Success results.
Bob Dunn is the CEO of Dunn Growth Experts, an industry leading consultancy and online consulting provider. With 35 years of experience growing revenue, they offer fast turnaround and high-quality consulting for businesses and individuals. With a mission to help their clients meet and exceed revenue growth and value creation goals and expectations, Dunn Growth Experts has helped US and international organizations grow their success.
For more information about Dunn Growth Experts, please visit: www.dunngrowthexperts.com
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