CUSTOMER SUCCESS

Measuring the Value of Customer Success 

Customer Success Key Performance Metrics (KPIs)

A dedicated Customer Success Strategy is the final piece of the revenue production process. Statistically speaking, marketing and sales efforts only product about 75%-80% of all tangible lead generation. So where do the remaining leads come from? We argue that Customer Success is the source.

Satisfying and retaining current customers is anywhere from 10 to 30 times less expensive than acquiring new customers.

(Source: Sales Force)

Measuring the Value of Customer Success 

Customer Success Key Performance Metrics (KPIs)

Simply creating and measuring a culture of customer satisfaction has limited utility. Unhappy customers complain and tell others about the poor experience with your company while satisfied customers are generally just that – content and happy with your product or service but usually quiet about it! Therefore the outcome of client satisfaction is no complaints, but also no lead generation. However, focusing on Customer Success, and measuring that success from the customer perspective, directly feeds into, and becomes an extension of, your marketing and sales efforts.  Here’s what you should know.

CLEAR EXPECTATIONS

Your brand, your content marketing, your social media, your advertising, your sales process, your pricing strategy, your people all set customer expectations as they proceed to make a purchasing decision. Do you actually deliver what your customer expects?

CUSTOMER SATISFACTION

From the buyer’s perspective, “if I buy from you, at the very least I expect to be satisfied”.  This is how you avoid negative reviews and public criticism, but still, a low ambition if you want to achieve retention, referrals, and promotion from raving fans.

CUSTOMER ADVOCACY

When customer experience and perceived value exceed expectations set through the marketing and sales process, you can measure customer advocacy to discover the lowest cost and most productive sales organization in which you’ve ever invested.

Our Customer Success Strategy

Your Revenue Production Process is Incomplete without Customer Success

We believe in creating customer advocacy through designed Customer Success initiatives.  Customers need to be delighted in all facets of your business, so they go out and literally make sales calls on your behalf. They do this for your benefit and at little cost to you.  From a B2B perspective, customer success means that you actively participate as a trusted partner in your customer’s business success. By utilizing this concept, we help you develop a powerful commercialization strategy.

 

What Our Clients are Saying…

The Financial Operations Model by Atomic Revenue was instrumental in gaining traction and generating revenue for our software service company. Throughout the process, our pricing structure was revised multiple times but more importantly, we grew a much better understanding of every fine detail in regards to what it cost us to provide our service and product. This perspective was crucial to making a variety of decisions about our product and how to best deliver it to the market. Continuing to use this financial model as a way to evaluate our operations has made it much easier to make evidence-based decisions on how to grow our company.

Adam Weber
Founder, Lifeblood.io
Learn more about Financial Operations Models...

 

Tara and Atomic Revenue were invaluable in our process to streamline multiple data points to provide and present the KPI reporting that really matters to Executive Management.

Nathan Nelson
Marketing Operations Director, Enterprise Bank & Trust
Learn more about KPI Management...

 

 

Atomic Revenue has greatly impacted my work experience at OMiga, by shortening my sales ramp-up period. Their sales tools have helped me communicate real value to the 17 new clients I have on-boarded since joining OMiga only 7 months ago. I appreciate OMiga’s understanding of the importance of putting the right infrastructure in place to allow me to be successful from the start. Atomic Revenue has worked with us to create highly compelling rationale on exactly why customers should buy from us.

Jason Clark
Sales Executive, OMiga
Learn more from our OMiga Case Study...

 

 

As good as I thought I was at sales and marketing, and I’ve been doing this for 20 years, I’ve learned through working with Atomic Revenue how little I actually knew about the integration of marketing and sales, and how much money I have wasted over the years. I look back at all the middle-market companies that I have worked for over the years and none of this revenue strategy is even on their radar.

Michael Hollingsworth
CEO & Founder, Centerprism
Learn more about Revenue Operations...

 

 

One of the most valuable outcomes of our engagement with Atomic Revenue has been the Impact Declarations. Now seeing how powerful they are in collateral it is clear why Value Propositions aren’t enough.

Tom Cooper
Co-Founder & CTO, Boosterville
Learn more about the Core Messaging Program...

 

 

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