Monetising Customer Success

Steve Wilson
Steve Wilson Member Posts: 5 Seeker

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
    Jay Nathan HLAdmin, Member Posts: 108 Gain Grow Retain Staff
    Third Anniversary 10 Comments Photogenic 5 Insightfuls
    edited October 2020
    @Matt Myszkowski ran a program like this at SAP. Hoping he'll share some thoughts here in the community.  
  • Matt Myszkowski
    Matt Myszkowski Member Posts: 143 Expert
    100 Comments Second Anniversary Photogenic
    edited October 2020
    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.