Customer Success Solutions for Public Cloud Services Companies
(IaaS/SaaS/PaaS/BPaaS)
FIT
KPIs & Metrics
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Account Fit Score
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Poor-Fit Accounts by segment
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Top factors for Poor-Fit by segment
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Poor-Fit Accounts vs Churn Rate correlation
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Good-Fit Accounts vs Growth Rate correlation
Analytics & Insights
Digital Playbooks
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Fit Scoring of new opportunities in Sales pipeline
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Poor Fit remediation playbook by segment
ADOPTION
KPIs & Metrics
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Account Adoption Score
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Account with greatest +ve & -ve change in Adoption Score
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Product Feature Usage by Power Users in Accounts
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Adoption trends in Accounts with upcoming Renewals
Analytics & Insights
Digital Playbooks
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Adoption Playbooks for high competitive landscape Accounts (multiple competitors present)
VALUE
KPIs & Metrics
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Account Value Realization Score
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Low Value Realization Accounts (with high Adoption)
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Top factors for Low Value Realization by segment
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Accounts with high Value Realization growth potential
Analytics & Insights
Digital Playbooks
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Value Realization Playbooks (solution workshops)
CHURN
KPIs & Metrics
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Account Churn Risk Score
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Churn Risks in Accounts with upcoming Renewals
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High Churn Risk Accounts by segment
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Top Churn Factors by segment
Analytics & Insights
Digital Playbooks
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Renewal Playbook for high Churn risk Accounts
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Churn Risk remediation Playbook by Function - Sales, Marketing, Engineering, Support, Services
GROWTH
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Upsell & Cross Sell Growth potential qualification playbook
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Upsell Opportunity Close playbook
Digital Playbooks
Analytics & Insights
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Growth Potential trends over time
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Upsell & Cross Sell Heat Map by Account portfolio
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Qualified Opportunity Pipeline (Upsell & Cross Sell)
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Account Upsell Potential Score
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Account Cross Sell Potential Score
KPIs & Metrics
ADVOCACY
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Translating High Advocacy Score into Revenue Growth Playbook
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Low Relationship Score diagnostic and remediation playbook
Digital Playbooks
Analytics & Insights
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Relationship Score vs Advocacy Score correlation
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Growth trends in Accounts with High Advocacy Score
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Account Relationship Score
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Account Advocacy Score
KPIs & Metrics
Consulting Services
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Customer Success strategy including KPIs/Metrics, Analytics, Playbooks across Six Dimensions specific to your business
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Design Business process to integrate use of KPIs/Metrics in your standard business processes (e.g. Use of Fit Score in Sales process)
Insights & Analytics
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Design and build self-service Analytics across Six Dimensions specific to your business
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Integrate Analytics visualizations with data interpretation Playbooks enabling CSMs to create actionable Insights
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Option to use Tableau or PowerBI as self-service analytics platform
Digital Playbooks
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Design and build digital Playbooks across Six dimensions specific to your business
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Digital Playbooks use an orchestration platform for semi-automated or fully automated execution
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Choice of multiple orchestration and automation platforms based on integration requirements
