Today we know that a customer success framework is vital to the success of client relationships. But customer success as a standalone function within B2B organizations is a relatively new idea that’s only started to mature in recent years.
You’ve likely heard the stat that it’s 5x more expensive to win a new customer than to maintain an existing one. Without the proper framework in place, it’s harder to prevent the common issues that can lead to customer churn.
As a veteran in the customer success world, IntelliShift VP of customer success Kristi Faltorusso is a regular guest on the Gain, Grow, Retain podcast and is a seasoned industry speaker. She recently shared her roadmap for how she is dialing up IntelliShift’s already laser focus on customer success.
During Gainsight’s The 10X Team: Secrets to CS Scale from the Game Changers at IntelliShift webinar, Kristi shared with her customer success peers three key things she’s focused on since she came on board in January.
As an organization we want to be purposeful in our interactions with our clients. Kristi sought to create a customer journey that is both systematized and flexible to the customer size and need.
One element of the customer journey is to regularly gather feedback through customer surveys. Whether it’s a time-based NPS survey or event-driven surveys (post sales, onboarding or installation), it’s imperative to regularly take a customer’s temperature and keep the feedback loop open.
“Customer service is clearly a part of your culture. It’s blown my mind on a couple of occasions where I ask for something that I know will be a challenge and the IntelliShift team has provided a solution for me.” – a large food and beverage client
IntelliShift’s customer success team must be experts on our suite of solutions, our customers, as well as on customer success as a discipline. This foundation empowers them, in turn, to drive alignment, success, adoption, and measurement for our clients.
“Our customers purchase our tech for a reason,” Kristi explains, “To do something that they couldn’t do before. My team is able to understand, based on the products purchased, what outcomes should look like in order to create a focused approach based on those outcomes. We create an infrastructure based around their success plan, tied to their goals.”
As we offer with our own technology, Kristi, too, needed to provide her team with the infrastructure to help our clients be successful. The balance here is to both drive efficiency and the right experience for our customers.
Gainsight is a prime example of a technology solution that allows Kristi’s team to scale while also being agile in response to what our customers are saying or asking.
Kristi and team’s efforts are paying off. The experience our clients have with us sets us apart in this industry and accounts for our negative churn rate.
A new client in the food and beverage space noted, “Customer service is clearly a part of your culture. It’s blown my mind on a couple of occasions where I ask for something that I know will be a challenge and the IntelliShift team has provided a solution for me.”