Process & Tools
Ask any carpenter, sales rep, operations associate, or athlete – having the right tools makes all the difference in the world. The same holds true for Customer Success practitioners. If you’re not using processes and tools to drive engagement, you’re likely spending more time than necessary and achieving lower results.
Click on the headings below to explore each area
Ideal Customer Profile
Revenue for the sake of revenue is not always good. When you sell to customers that aren’t a good fit for your products/services, your teams spend valuable time trying to fit a square peg into a round hole.
Building an Ideal Customer Profile provides your sales and marketing teams with a blueprint of the types of customers best suited to gain value from your business. Those customers will receive the highest value and greatest satisfaction, and become your evangelists.
If you support customers of varying sizes and needs (IE: small/medium-size businesses and enterprise businesses) where your ability to support those customers can vary dramatically, you should consider building a Segmentation Strategy.
A Segmentation Strategy enables you to group customers in like-categories for engagement processes – high-touch, mid-touch, low (tech) touch. These segments will have associated engagement processes that can optimize your relationships through most efficient and cost-effective methods.
Customer Journey Map
Understanding the journey your customers take with your company, products, and services is paramount to delivering exceptional customer outcomes. Centric believes that building overlaps at handoff touchpoints closes the gap on potential issues.
Customer collaboration on the journey mapping process adds an element of completeness to ensure there are no gaps. The Customer Journey Map can then be used as a guide for building your Voice of the Customer program.
Strategic Account Planning
Do you build a shopping list before going to the grocery store? Do you map your route before heading somewhere for the first time?
Building the list or accessing the map are great ways to ensure you get what you want or where you’re going in the most efficient manner. That’s where Strategic Account Planning comes in – a Strategic Account Plan touches every aspect of your customer relationship including but not limited to contract terms, relationships, future goals and objectives, obstacles, feedback, customer sentiment, and white space (revenue growth opportunities).
Strategic Account Plans include Relationship Maps that clearly lay out specific roles within your customer’s organization – Decision Makers, Influencers, Day-to-Day contacts, and key support staff. Relationship Maps indicate relationship health in clear, visual form and guide you towards areas needing attention.
How many winning sports coaches let their teams take the field without playbooks designed to achieve superior results? Centric’s Playbook modeling system, PlaybookAdvantage, provides the framework to create meaningful process guides that drive action at critical times in an unemotional way.
RACI & SWOT
What’s more frustrating than finding out a customer isn’t happy because an important action fell through the cracks between team members? Jane thought John was addressing the customer issue while John thought it was Pat’s responsibility.
A RACI document (Responsible, Accountable, Consulted, Informed) creates clarity in role responsibility so tasks don’t fall through cracks. CentricRACI combines standard processes with value-added collaboration to close gaps in service delivery.
SWOT analysis enables you to map Strengths, Weaknesses, Opportunities, and Threats so you can make well-informed strategic decisions. CentricSWOT enables you to identify blind spots in your business that can result in churn and create expansion opportunities to drive revenue.