JOURNEY MAPPING

By mapping the journey, from both the customer's and the company's perspectives, and then evaluating the various stages against the attributes noted below, one can identify the greatest opportunities for impact.

  • Value milestones

  • Revenue

  • Custermer Satisfaction

  • Scalability

  • Resources

SERVICES & SELF-SERVICE MODELING

Building a scalable and effective services model (typically using Project Managers and Customer Success Managers) can be the most critical component to impacting larger renewals, and is often a matter of simply applying human interaction where an application cannot fill the need..

 

We start by identifying the target results (i.e. adoption), evaluating the viability of automated solutions, and then creating methodologies for optimum delivery of any professional services in paralell with designing the self-service experience. Elements of self-service and services models typically include: 

 

Self-Service

 

  • Education resources / experience

  • FAQ/KB resources

  • Help/Self-Service User Experiences

  • Social Support (community strategy)

  • In-app contextual resources

 

Professional Services

 

  • Setup/Implementation

  • Customer Success Managers

  • Technical Support

  • Education

  • Services tiering

CHURN RISK ANALYSIS & MANAGEMENT

Understanding the attributes that indicate potential churn is the key to effective renewal forecasting. Classic indicators include:

  • Fit (includes the appreciation for, and alignment with, the core value propositions) 

  • Deployment status

  • Adoption

  • Direct engagement

  • Education/certification

  • Resource allocation

CRITICAL DATA - ACCESS & PRESENTATION

Easy access to the right information is a fundamental requirement for building scalable processes and organizations. We identify critical data elements and then determine where and when they can be used to their greatest advantage/impact. This exercise will lead to the initial design of a customer lifecycle platform, and typically incorporates:

  • Classic CRM data (opportunity and contact data)

  • CRM / Support data (ticket/case history)

  • Contract data (i.e. renewal type, dates, amounts)

  • Production configuration and usage data (of the software service being provided)

  • Project tracking data

COMMUNITY / SOCIAL SUPPORT STRATEGY

Social strategy description...... A social support startegy offers three significant value propositions

  1. Modernize the support experience and enable highly scalable 1:M and M:M engagement

  2. Build brand equity through transparent engagement

  3. Innovate with customers by illustrating a VOC culture.

 

We can prepare a Community strategic plan...

San Francisco, California

+1 415-816-8840             info@n2csc.com

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