Most SaaS teams are maniacally focused on new logos, while ignoring massive untapped profits that are right there in the existing customer base. Most Customer Success teams are barely scraping by, with no structure or proven frameworks to tie them together with the sales and marketing activities on the left side of the bowtie.
With a cohesive operating model, CS teams can finally reach their potential of driving sustainable growth and profit from the existing customer base.
The Customer Success Operating Model (CS-OM) fills the gap in CS-specific methodology with the following:
1) A common language: a consistent methodology that works across all teams and functions, with everyone using the same language, definition, terms.
2) A standardized data model: Data tracked and collected in the same way from department to department, with agreed-upon metrics that point all departments toward the same goal, with shared insights.
3) Interoperability: The ability of Marketing, Sales, and CS teams that operate at high velocity (classic in SaaS) to work together at speed, for sustainable growth at lower cost.
Included here as open source for all is the CS-OM overview, the core components and frameworks, and the introductory framework for each of the three stages on the right side of the Bow Tie: Onboarding, Adoption, and Expansion.
For the full set of frameworks and assistance with how to implement this model with your own team, contact us.