Enables Customer Success teams to retain and expand more accounts through deeper alignment with sales, an optimised online/offline onboarding process and improved customer experience.
Our proprietary ARISE© framework enables CS teams to align with sales and marketing teams around a single data source. This drives improved customer experience, expansion of key accounts and reduces the cost of net new business.
Poor customer experience leads to an average 4x churn rate, and limits account expansion opportunities, impacting easy revenue expansion. It detracts from your brand and damages your reputation, increasing the cost of acquisition and extending sales cycles. Finally, non-standardised CS services impact scalability and decrease employee motivation.
A lack of cohesive insight and transparency into customer behaviour leads to misalignment of sales and marketing messaging and a lack of understanding of customer needs. Siloed departments on disparate and disconnected systems impede the ability to scale and impact the customer experience. In this ecosystem, CS needs to contribute to revenue retention successfully.
CS is traditionally seen as a relationship management team and often in a transactional capacity when it can offer more. Many companies see sales as the revenue team and therefore need to allow CS and sales to share data and KPIs, impacting the ability to expand accounts at the right time. This also means sales only periodically try and expand accounts without a direct relationship, effectively a net new sale each time, damaging the customer experience and relationship.