Is this your reality today?
Professional Services
Professional Services are the 'tip of the spear' in continuing the partnership that the customer has had by engaging with your commercial teams. It is not surprising that a poor experience here can be the beginning of the journey towards churn.
Are you experiencing:
- Increased Backlog (NRR WIP) greater than 4 months and
- Implementation commencement in excess of 4 weeks
- Increased Time-to-value / Go-live for Projects
- Services margin at less than 5 % or inconsistently trending
- Customer churn within the first 12 months post initial sale
Customer Support
Having an efficient and effective Customer Support organisation is crucial to being allowed the privilege of expanding your customer relationships. Customers expect and deserve this part of your organisation to 'just work' as business as usual.
Are these symptoms you are seeing:
- Technical Debt is creating a significant part of your support tickets (greater than 20%)
- Your SaaS margins are reducing to less than 80%
- Your support Customer Satisfaction is below 85%
- Ticket escalations are taking more than 5% of sales time lost on issues, it is probably 20%+ if you are aware of it.
Customer Success
Customer Success have the mission to deliver on the reason why a customer partnered with you. This can be delivered in a multiple ways such as 'High-touch' or 'Digital'. This should be evaluated in the light of measurable results or value that your customers achieve.
Is this your reality:
- Customer expansion growth at less than 15%
- Annual churn in excess of 5%
- NPS trending lower than 20%
- Technical debt taking up more than 10% of your CSMs time CSM Time. Its most likely 20%+ if you are aware of it.
Coaching & mentoring
Your people are the core of the business in all three of these teams. Their passion, engagement and expertise is what makes your customers successful and in that light they should be invested in accordingly.
With a sizable part of the team and cost structure being 'human capital' are you aware of:
- Poorly trending or lack of leading / lagging metrics across the different teams
- Low employee engagement
- High Team turnover
- Siloed organisations across the customer experience
- Need support end experience to start up in new territories or continents and don't know how