Scaling Revenue Doesn't End With, Customer Success
We're More Than Your Fractional CRO
Fun fact: As of 2019, CSO Insights states that only 54% of salespeople achieve their quota. In 2020, 78% of our clients’ salespeople achieved quota, resulting in millions of dollars of revenue sold, 24% above the national average.
Customer Success Optimization
Winning a sale is just the beginning of the customer journey. To maximize revenue, RevOps Partner establishes the crucial transition from sales to customer success. This involves defining the process, removing barriers between sales and success, and creating a clear onboarding plan.
Establishing Key Performance Indicators (KPIs) to measure success, such as delivery speed and user adoption, is essential. Once onboarded, the customer success team's role is to exceed customer expectations, enabling upselling opportunities and encouraging referrals. This focus on exceptional customer experiences lays the foundation for sustainable revenue growth.
Learn MoreDefining Customer Success, Advocates Are The Best Marketers.
Customer Experience
Customer experience, CX, refers to the feelings and opinions of your customer throughout their relationship with you, from the first touchpoint with marketing to the sales process and new customer implementation, and through ongoing customer support.
The customer experience can further expand into how they use your product or service and how it improves their lives — specifically, how it solves their problems — and allows them to achieve outcomes they couldn’t previously achieve without you. Delighted customers become brand ambassadors and often refer trusted relationships within their network to your brand.
We develop your customer experience by following the bow tie funnel, ensuring your customer is taken care of every step of the way through: Awareness, Consideration, Decision, Purchase, Onboarding, Adoption, Retention, Expansion, and Advocacy.
Customer Success
Customer success is the relationship between your customer and a representative from your company who is dedicated to ensuring your customer achieves desired outcomes from using your product or service. Your customer success team’s performance should be measured by revenue retention, customer user adoption, product-suite penetration, revenue expansion, and customer renewal.
Customer Service
Although vital to the success of the overall customer experience, customer service and tech support are not typically held to performance goals for retaining or expanding revenue. They exist to support the customer success and account management team with customer concerns, issues, tech support, and other product or service issues that may arise. They act in an operational role and support the customer’s needs at a granular level to ensure their ability to use the product or service to its full potential.
These team members are often measured by NPS scores, ticket time to resolution, and other quantifiable service metrics such as exchanges, refunds, and return of merchandise.
Continue to Delight Your Customers
Our team will audit all facets of your customer experience, including the roles, responsibilities, and current performance metrics of the customer success, account management, customer service, and operational support teams.
Tap Into Existing Unsold Revenue.
Our gap analysis identifies three key areas of improvement to help you accomplish the following:
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