Delivering Value Leads To Revenue Expansion
When your Customer Success team is aligned with your business’ go-to-market motion and focuses on delivering value post-sale, it enables revenue expansion opportunities through cross-sell and upsell. This is only possible when the team is dedicated to ensuring customers receive the expected value and desired outcomes from the purchased product or service.

Customer Success plays a critical role on the revenue team of owning and delivering value and outcomes for customers and maximizing the time to deliver the value. When done right, Customer Success drives customer satisfaction and retention, which catalyzes customer expansion opportunities. Happy and supported customers want to buy more, but only when the outcomes are achieved and value is delivered are customers open to additional conversations. These expansion opportunities increase Customer Lifetime Value (CLV), NRR, and customer profitability

Repeatable Scalable Processes and Customer Journey Matter
‍Early-stage companies that are just building their Customer Success function often don’t have repeatable or scalable processes. They also might not have defined or have a focus on the holistic picture of the customer journey and the customer experience that unfolds within the journey or factor in the nuances of both within different customer segments. Growing and scaling companies are often still trying to master the sales to onboarding to customer success handoff. We help companies define or redefine the operational process flow across the entire revenue cycle. From closed-won new deals to new customer onboarding and implementation through customer retention, expansion, renewal, and/or offboarding. All of these steps have check-in points and milestones tied to them, and sometimes it's hard to know how to build this in a repeatable, scalable way. Creating a foundation of the repeatable and scalable process increases NPS, ensures customer success team health, and helps maximize customer profitability.