Customer Journey Mapping
Customer Success Playbook
Account Coverage Model
Customer Success Practices
Customer Success Plan
Executive Business / Success Reviews
Customer Maturity Model
Customer Success Services
Product Feedback & Support Practices
VOC / NPS / C-Sat
Renewals & Retention
Proactive Revenue Management
Account Management Practices
Land & Expand Strategy
Customer Success Assessment
During Design, we collaborate with you to create the Intelligent Framework. By understanding the patterns of your most successful customers, we form the framework that aligns your business to your customer's, enabling your company to consistently deliver and measure customer desired outcomes. This is when the paradigm shift to customer-centric thinking starts.
In the Execute phase we operationalize the Intelligent Framework - organizing your teams to map, execute and measure a playbook across the total "customer funnel", which drives repeatable, customer success in the most efficient and proactive way. Anchoring your business to your customer's total business is when customer-centric innovation occurs.
During the Optimize phase, we use the insights gained from the Intelligent Framework and DesiredPath's industry-first metrics and benchmarks, to measure how close your operations are at supporting your customer desire path and advance your practice accordingly. Optimizing your company's progress to smarter, faster revenue growth occurs by constantly observing your customers and continuously improving your operations so that it evolves as your customers do.
The customer journey mapping experience created a holistic view of customer experiences. It gave us a future process of understanding the needs and preferences of customers during a buying journey. It helped us involve the customer's point of view instead of focusing on what our involvement entailed.
Valentina Spirovski, Doxim
Kia is a wizard! She is a fantastic listener and moderator. She helped to facilitate a masterful discussion with our team and sharpen our thinking around the impression we want to leave our customers. With the framework and foundation that she helped us create, I'm more confident than ever that we will be able to create a journey our customers can't help but be impressed by.
The benchmarking opportunity and alignment to best practices was important for me to get a sense of what the rest of the world was doing with respect to Customer Success.