The Customer Success Wheel - Five Building Blocks of Customer Success

Instilling a Culture of Service Delivery and Content Value Excellence – Outstanding service delivery is born out of a deep and effective partnership with product sales and marketing efforts. Building a “team sport” ethos is the number one lens to view culture through. A key enabler is great content backed up by the technical “chops” to be seen as real expert in the customer community. it has been said that “content is king” but, good content is simply table stakes… what makes you better? And how is that information disseminated? How does it educate and qualify buyers – ensuring they know what you are going to do for them and when?

Achieving Product Adoption – This is what change management was born to do, ensuring that you “win the peace” post initial product setup/install, how does getting the right adoption lead to lowered costs, happier customers and greater product stickiness?

Creating a Technology Product Ecosystem – Garnering help in the reference sale by developing a cadre of committed fans – customers, partners, industry pundits, etc. How to develop a broad Ecosystem with attention paid to VIP user conferences (yes, user conferences!)

Reaching Scale – What is the role played internally and with channel partners) – partners are important - not all the smart people will work for you – but what makes a partner ”right”? Ways to create a repeatable (preferably branded) methodology for delivery internally and by a tribe of dedicated partners all the while cultivating customers for reference.

How do you Reinforce & Repeat and make your technology product “stick”… There is an internal and external component to this. What is the role of hiring & developing Talent? Do the compensation plans really matter? (spoiler, yes!) Making senior executives the "Head Cheerleaders". Developing repeat customers and reducing customer acquisition costs – By creating fans and supporting the Ecosystem, companies can shrink the cost of sales by supporting an installed base providing references and experience (content).