Customer Success Management

Meeting Customer Expectations

Customers will stay loyal only as long as you’re delivering value. This means you are more challenged than ever to think differently about how you should manage existing customers to avoid high churn rates.

This is even more critical when you realize it is six to seven times more expensive to acquire a new customer than it is to retain an existing one (Bain & Co.), and it takes 3.1 years to recoup the initial investment you made to acquire that customer (Bessemer Venture Partners).

But managing customers on an ongoing basis can be difficult because:

  • You can’t predict and save at-risk customers in time
  • You’re not identifying opportunities to sell more
  • You don’t have the scale to effectively manage all of your customers throughout their lifecycle

A smarter approach to managing your customer lifecycle

Best-in-class companies use a customer-centric engagement model to reinforce the value of their products and services. A 10 percent increase in customer retention results in a 30 percent increase in company valuation, retention and satisfaction (Bain & Co.) and uncovers opportunities to win more revenue. With a powerful customer success program, you will:

  • Keep your customers longer
  • Grow revenue through upsell and cross-sell
  • Develop stronger customer relationships and higher satisfaction
  • Gain valuable product feedback to drive innovation

Keep and grow revenue with ServiceSource Customer Success Management Solutions

ServiceSource Customer Success Management Solutions drive customer retention and revenue growth for the world’s leading companies. With more than a decade of expertise, we segment, analyze, and engage your customers—with the right play at the right time.

With our Customer Success Management Solutions, you’ll get a dedicated customer success team that will:

  • Continuously monitor customer health
  • Engage each customer with the right play at the right time
  • Reinforce the unique value and benefits of your product
  • Share customer feedback with your product and marketing teams

Our secret to driving successful revenue lifecycle management

Since our inception, we’ve been singularly focused on managing your recurring revenue after the point of sale. For 15 years, we’ve delivered the right tools, analytics, technology, and expertise, helping our customers drive improved retention, decreased attrition rates and higher revenue through more effective management of the entire revenue lifecycle.

How we do it

customer success management software  Uncovering new revenue opportunities

  • Expertise to drive upsell and cross-sell opportunities
  • Specifically designed account plans and sales plays designed to hit performance objectives
  • Collaboration with your sales teams to pass new opportunities

Customer Success Management  A culture of building customer relationships

  • A highly trained, dedicated customer success team focused 100 percent on customer engagement, retention, and growth
  • Customer success professionals trained to articulate and reinforce the value of your products and services
  • High-performance selling methodology, tools, and processes

csm management 
  Predictive data

  • Predictive analytics to identify your at-risk customers
  • Technology that provides actionable insight into your customer’s disposition
  • Best-practice processes to ensure our teams engage with the right play at the right time
  • Segmentation and analysis to avoid churn and identify upsell and cross-sell opportunities