The Successful Customer Works With Companies to Refine Their Post-Sales Strategy by Creating a Financial Foundation that Defines the Tactics and Metrics that Optimize Your Investment in Customer Success.
Investing in Post-Sales Revenues
MOST COMPANIES UNDERSTAND THE COST TO ACQUIRE A NEW CUSTOMER, BUT THIS IS NOT THE CASE FOR POST-SALES REVENUES!
It's critical to understand key financial metrics such as your Customer Retention Costs (CRC) & Expansion Costs (CEC). Analogous to Customer Acquisition Costs (CAC) these metrics focus on post-sales activities. When applied to different customer segments or cohorts they enable you to define appropriate customer journeys, playbooks, and metrics for specific customer groups. This knowledge enables the optimization of post-sales tactics based on the potential value of different customer groups and the limited resources you have to make them successful.
Determining the "As-Is" & "To-Be"
YOUR CURRENT CAPABILITY IS THE RESULT OF A LOT OF HARD WORK AND IT IS THE FOUNDATION FOR WHAT COMES NEXT!
Improvement efforts are built upon an understanding of your company’s current organizations and processes enabling the transformation to a future desired state. The TSC framework creates an agile post-sales capability that constantly evolves to scale with your company. A financial foundation engagement, takes a deep dive into existing organizational responsibilities, customer segments, processes, technology and metrics. This Financial model becomes the Foundation for achieving the “To-Be” desired state quickly and cost effectively.
Value-Paths : Creating "Stickiness"
A VALUE-PATH MAKES YOUR CUSTOMER JOURNEY THE FOUNDATION OF YOUR COMPANY'S COMPETITIVE ADVANTAGE!
Value Paths define your Customer Journey by segment over time. It is built upon a master narrative based on your company’s vision for the future success of your customers in the markets where they compete. By using this approach your customers succeed by buying into and leveraging your vision and industry leadership. A clear advantage of this approach is that a Value-Path drives your customers' success improving net-retention while simultaneously creating market entry barriers for your competitors.
Defining Tactics and Metrics
TACTICS AND METRICS MUST BE ACTIONABLE, MEASURABLE, AND ENABLED!
Customer Success organizations often dive in and create playbooks and processes looking for quick wins... but this approach has pitfalls. Optimizing post-sales revenue with burn rate requires you to define tactics that are both measurable and actionable. The TSC Measure-First methodology takes your Customer Journey and initially defines your processes and segmentation based upon a simplified model. This approach enables you to manage implementation, change management and the creation and monitoring of metrics before adding complexity that delivers additional value based on your strategy based priorities.
Scaling & Continuous Improvement
THE CONTINUOUS EVOLUTION OF YOUR COMPANY IS REQUIRED TO SUCCEED!
TSC engagements are designed to enable your team to optimize your post-sales performance. At the end of each engagement we provide concrete next steps and recommendations for driving continuous improvement. Because we focus on your ability to achieve the desired outcomes, the conclusion of each TSC engagement is a potential point where you take all future work internally. However, to the extent that we can contribute to your continued success, TSC can provide ongoing services including activities ranging from ongoing operational analysis to governance facilitation.