Monetising Customer Success

Steve Wilson

Hi All,

Our Customer Success segmentation model is based off a customer's current spend and potential to expand (with other strategic quantitative measures, such as advocacy and design partnership on top so value is not purely a £/$ based viewpoint).

Within our segmentation we tier our level of service so, for example, if you're a Tier 1 customer we provide a dedicated CSM and Professional Services team to work with you (the latter capped at a number of hours within the contract). We have a similar tiering approach for other tiers until Tier 4 where it's largely automated and tech-touch. 

We have been asked by several customers to provide value-add services above and beyond the tiering, which would mean an increase in the total number of hours required.

Q. Has anyone monetised value-add services and found any a-ha or gotcha moments you can share?

Thanks, Steve

Jay Nathan

@Matt Myszkowski ran a program like this at SAP. Hoping he'll share some thoughts here in the community.  

Matt Myszkowski

Thanks @Jay Nathan for the tag.

Hi @Steve Wilson,

Both at SAP (where I am today - until Friday!) and at Autodesk we provided a monetised CS offering in very similar ways. Both of them were exactly that; an "offering". So generally this would be formed of a CSM who was accountable for ensuring the customer got the RoI from the offering but it included a premium product support offering (think enhanced SLAs), learning resources (exclusive e-learning content & access to best practice webinars), and a range of "mini" consulting offerings such as healthchecks, quality gate checks, technical & functional guidance. The mini consulting elements were the only contentious issues because it became challenging to know where the line was in terms of our offering and a genuine consulting delivery.

I can share more details if you want to have a chat, or feel free to ask away here and I will share the knowledge.