CX Expertise

Customer Succes Program

I have experience in putting all the pieces together in order to run a well-oiled Customer Success Program for businesses. Wether your company already has an existing program that could use improvements or refining, or it is starting from the ground up, no challenge is too big. I know how to lead teams that are purpose-led and values-driven to achieve business goals. Let’s build your customer success program of “what” and “how” you will deliver value throughout the customer lifecycle.

KPI /Metrics Tracking & Analyzation

Measuring Customer Experience metrics like CSAT, NPS, CES, churn, and adoption help drive revenue for B2B and SaaS-based companies. Create and drive KPIs and metrics for status checks on critical insights. Know the overall customer health with a complete dashboard of all CX metrics. Use key insights from monthly metrics for setting and tracking team and individual goals.

Voice of Customer Program

Successful businesses understand their customers and pay close attention to what customers are saying. Focus on customer needs and expectations to effectively improve with data driven decisions. Prioritize strategic product development and innovation based on exactly what your customers want. Identify key areas to develop and improve that align with overall businesses goals.

Churn Analysis

Evaluate customer churn data in order to reduce attrition by understanding why your customers are leaving, at what point in the customer journey they most commonly churn, which plans they are on, how they used your products, and which competitors they left you for. Build a prediction model that allows you to proactively reach customers before it’s too late and they are ready to leave. Analyze large amounts of churn data into more consumable bites for product and service improvements.

Client Intelligence

Gather and analyzing detailed customer data around their preferences, activities, and backgrounds to develop more effective customer relationships. Stay ahead of the competition by building deeper and more intentional customer relationships. Compile collected intelligence across your teams to make clients feel understood and valued. Develop relationships that promote customer retention, satisfaction, and loyalty.

Customer Retention & Journey Mapping

You’ve worked hard to acquire each customer, now make sure they stick around… for a really long time! Achieve higher renewal rates and increase customer lifetime by creating customer journey maps displaying a holistic understanding of your customer’s experience at each phase with your company. Learn what drives customer engagement, consider where new value could be created, reveal problems and barriers as opportunities for improvement. Explore interactions to innovate your service quality at each stage and strengthen relationships with your customers.