Services.

At Customer Success for Growth, we take a systematic approach to analyzing your business needs and expected customer outcomes. Leveraging the Technology Services Industry Association (TSIA) LAER (Land, Adopt, Expand, Renew) model, we help our customers drive customer growth by making the most of their customer engagements.

Existing Customer Success Organization Review

We take a customer centric approach to our engagements leveraging the TSIA “LAER” model to segment the customer lifecycle. We offer both holistic and targeted reviews of existing Customer Success engagement models for each stage of the customer journey.

Customer Success Organization Creation

For new teams, we will provide you with industry best practices for team member selection, organizational structure, compensation, tools selection, account segmentation and cross functional stakeholder alignment. We leverage our extensive experience to guide you in every aspect of building a new team. ​

Our offerings can be done remotely or on-site ​

A specialized review of existing practices with a focus on:

Land

• Information exchange with Sales function
• The introduction of the CS function
• Account segmentation for efficiency
• Setting the stage for adoption
• Building a success plan

Adopt

• Functional teams’ roles in adoption for efficiency
• Aligning and building trust with the customer
• Adoption steps and implementation of the success plan
• Establishing an effective cadence with the customer

​Expand

• Role definition – Sales vs. Customer Success
• Training and competency
• Motivation and compensation
• Customer touch point triggers and tools 
• Expanded use case identification

Renew

• Role definition – cross functional team engagement
• Lead time and approach
• Customer health tracking and corrective actions
• Compensation models

Additional design and review areas can include:

• Team evaluation
• ROI assessment
• Premium CS offering
• Tech-touch/low touch offering options
• Customer health and risk review
• Customer journey mapping
• QBRs
• Onboarding – employee and customer
• Voice of customer/advocacy program 
• Interim / Fractional / Outsourced CS leadership