Case Studies for Implementing Customer Success in a Startup
Julie Pine Parker
Member Posts: 6 Seeker
Hi all, Can anyone point me in the direction of some recent case studies where Customer Success has been implemented in a startup that is scaling?
? Priorities in playbook
? key resources to study?
? challenges to overcome ?
Thank you!
? Priorities in playbook
? key resources to study?
? challenges to overcome ?
Thank you!
0
Comments
-
Hey @Julie Pine Parker you may try to sync with @Lauren Mecca as she probably has some good insight into this topic.0
-
Hi Julie, in my experience the buildout of CS has looked a bit different for each company. I start by auditing these areas to diagnose current state, and then prioritize initiatives:
1. Stakeholder Mgmt - what are the right touchpoints with the right people that drive adoption/retention/upsell?
2. Product feedback loop - is CS appropriately influencing the roadmap?
3. Reactive vs. proactive - differentiating Support process from Success4. Simple customer health scoring5. Starter KPIs like retention/upsell forecasts, support turnaround
Here is a great resource from Gain Grow Retain founders that helps you map CS development to startup stages: https://customerimperative.com/are-your-cs-efforts-trending-alongside-your-growth/0 -
Hi Julie,
I took several companies through this transformation to date. here is a blog post I wrote a few months back: https://cstuners.com/the-journey-to-operational-excellence-customer-success-from-early-teams-to-mature-operations/
Happy to get on a call to discuss in more detail,
Andreas.0 -
Thank you very much for this Lauren! Hopefully, I get the chance to use all fo this if the job opportunity comes through.0
-
Thank you Brian!0
Categories
- All Categories
- 6 GGR Information
- 151 GGR Cafe
- 19 Welcome to the Community
- 6 Badge and Rank Program
- 1 Specialized Groups
- 17 Future Customer Success Professionals
- 16 CS Conversations
- 186 CS Conversations
- 962 CS Operations Conversations
- CS Org Conversations
- 33 Industry Insights
- 196 Strategy & Planning
- 649 Customer Journey
- 8 Technology and Metrics
- 280 Digital CS (Engagement Programs)
- 208 CS Technology
- 93 Metrics & Analytics
- 17 Value Realization