SMB

SMBs are at the strategic cross-road between high growth and niche. Our offer begins with an assesment of your real needs, then we will propose you a tailored offer focusing on scalability or retention strategy.

  • Training:

    • Alignment in concepts and vocabulary

    • Learn theories of Success Management and After-Sales Relationships

    • Train the team considering the goals

    Recruiting:

    • Learn to be autonomous in recruiting CSMs: Job description, Profilage, Platforms, Recruiting Tools and Methods

    • Find for you the right people: Sourcing, pre-selection, and support with the interview process

    • Receive support from temporary contactor for a specific mission

    • Establish post-sales processes of the Success team from pre-sales to off-boarding with clarifications of the responsibilities, success plans and KPIs.

    • Structure relationships with other functions through collaboration expectations and SLAs

    • Discover the different solutions and technologies (CRM, Automation, AI…) through our benchmark

    • Find the right suit of solutions and technologies considering the needs of the business (B2B, B2C…)

    • Integrate your solution with one of our consultants

What we will do?

People

  • We will:

    • Assess the internal stakeholders through interviews, profile their talents, and propose synergies

    • Offer scalability and/or retention training considering the strategy growth strategy

    • Build personas of your clients and customers, with interview and surveys, to highlight expectations and pain points

    • Train the internal stakeholders regarding the principal KPIs (Retention Rate, CLV, NPS, DAU, etc.), activities (Success Plans, renewal, etc.), and expected impact

    • Connect with CSM leaders to share their experience about the specificities and challenges of the role

  • With our recruiting partners, you will:

    • Specialise your HR team regarding the behaviors and expectations of the CSMs you need

    • Develop a salary and bonus strategy aligned with your development goals

Process

  • We will:

    • Present process maps used within the industry (such as Land, Adopt, Use, Renew, Expand), map holistically your actual processes, and brainstorm their evolution

    • Create success plans, personae oriented, to drive your clients where you want them: pre-sales, onboarding, technical integrations, features discovery, growth, retention, industry and business use case, partnerships, and post-mortem*

    • Develop internal processes to ensure a customer success-centric organization through a controlled involvement (meeting and SLAs) of other functions: Support, Service, Product, Engineering, Sales and Marketing

    • Establish good practices within the CSM team through formal meetings (1-2-1, personal developments, team meetings) and ad-hoc tasks (business and industry information, internal and external partnerships, scope, etc.)

Tools

  • We will:

    • Create a dashboard adapted to your company with the necessary information to improve your activities as soon as possible

    • Inform you regarding the different solutions, their technical differences and usage, and their prices: CRM, outreach, contracts, delivery, and AI

    • Suggest different suits of applications already used within the industry

    • Propose a consultant to implement and integrate the chosen solution

Contact Us.