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.

Companies with strong sales and marketing alignment achieve 20% annual growth rate. Companies with poor sales and marketing alignment have a 4% revenue decline.

(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 Jon has to say about Atomic Revenue...

The language and terminology you helped us develop through the Core Messaging Program have really improved our effectiveness in lead generation, as well as with speaking to new prospects in general. The new messaging helps us quickly convey the value propositions that are important to our customers.

Jon Dobson

CEO, PayRecs

What Adam has to say about Atomic Revenue...

The Financial Operations Model by Atomic Revenue was instrumental in gaining traction and generating revenue for our software service company.

Adam

Founder Lifeblood.io

What Nathan has to say about Atomic Revenue...

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

What Jason has to say about Atomic Revenue...

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.

Jason Clark

Sales Executive, OMiga

What Tom has to say about Atomic Revenue...

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

What Karen has to say about Atomic Revenue...

When I met Atomic Revenue, bank leadership was happy with our traditional marketing but we had no marketing attribution data. Without performance benchmarks, we cannot measure the effectiveness or return-on-investment of a marketing budget. The market required a shift away from traditional marketing campaigns, but credible ROI metrics would be necessary to measure the improved impacts on buying behavior. This is the problem that Atomic Revenue solved for us.

Karen Loiterstein

Sr. VP Marketing

What Hassan has to say about Atomic Revenue...

We were looking to build our brand and better understand how to implement a digital marketing strategy designed to attract, engage and retain clients. Atomic Revenue's Digital Operations Audit shed light on what was working, and not working as well as we would like, allowing us to focus on what needed to be done without spinning our wheels.

Hassan Megahy

Director of Operations, HIPPAtrek

What Josh has to say about Atomic Revenue...

The digital audit Atomic Revenue performed for us was very thorough and was followed up with practical and concrete ways to improve performance, save money and approach our digital marketing efforts."

Josh Edler

Director of Digital Marketing, Decantery

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