Client

Global Technology

circa

2017

Team

WMC Partners

―

Great news! The company has decided to invest in Customer Success. Well, what does that mean? Shouldn’t all companies care about and focus on their customer’s success?

Well yes, but investing in CS typically means that an organization has decided to define a strategy, create a team, and operationalize customer success. WMC has been advisors in Customer Success formation, execution, and re-vamps in over a dozen situations as consultants to start-ups as well as highly-successful global technology firms. It is through this experience that WMC has created our Customer Success Blueprints offerings. All blueprints are customized based on the client’s needs and desires.

1.

We fundamentally believe that every company is truly unique. Therefore, our CS Blueprints exercise begins with understanding what the purpose, mission, and differentiators are for the given organization. In step 1, we identify the CS score which is a combination of maturity, readiness, and operational ability for a CS footing.

2.

One we have the CS score, we put together a plan (or 2) as a strategic start for the organization to consider. It is in this stage that we really partner to define the role of the organization (team) and that of WMC in delivering the CS roadmap. This phase is the design and execution of foundational documents such as processes, policies metrics, timelines and programs.

3.

We believe that the best learning comes from doing. We follow the 80/20 rule. And we don’t allow perfection get in the way of good enough. So in this step 3 of CS Blueprint making, we act. We put programs and processes in place, measure, analyze what’s working and what’s not, and we iterate.