Value Realization - A Customer Success Mantra
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Transcript of Value Realization - A Customer Success Mantra
Cost Benefit Analysis
ROI
NPV
Utilization
Product Adoption
Only measures that matter are the ones agreed to with the
customer at project initiation
CS function utilizes these measures to help customers achieve value realization
Value Realization
SuccessfulBusiness
Outcomes
CSMs - Not only a customer advocate but a driver towards realizing & communicating value for the customer
Need to determine perceived value for the
customer
Ask customer questions during the onboarding
process
Measure value & recalibrate on a regular
basis
Constantly communicate value & benefits
Measure perceived value when stakeholders
change
Value Definition
Value Delivery
Value Realization
Value Validation
Value defined during the sales process, with the promised ROI
Value delivered through implementation, integration, training, help content & support
The customer “AHA” moment
User confirms the value received & vendor gains approval from the larger organization
Time from contract signing to Go Live
(in weeks or months)
Time to Live (TTL)
Time from contract signing to (X)% adoption
(in weeks or months)
Time to Value (TTV)
SaaS systems need to be inherently plug-and-play, with minimal time to implement systems
A low TTL & TTV benefit both customer & SaaS service provider
CSMs need:To proactively create value for the customer
A deeper understanding of customers’ challenges & set out delivery to meet those challenges
Customer Value Realization is about
Delivering on established business outcomes
Consistent customer communication with metrics,
at the right time & through the right medium