Services
Scaling Post Sales
Scaling post sales is about two things: assessing where your team is in the post-sales maturity model and then holding that up against the activities required of a mature function. Where are the biggest opportunities, the ones that don’t require tremendous organizational change? Where are the ones that may require restructuring or additional headcount. CGC will do this assessment for you and recommend the approach that will yield benefits as quickly as possible, while building foundation for later growth and scale.
Customer Journey
There are at least three great reasons to map out a customer journey. First, it’s a great way to determine where the biggest gaps are between the experience customers should have and the one you are delivering. Second, by defining the key activities, artifacts and owners for each journey stage, you enable repeatability and, therefore, scale. Finally, it’s critical that the journey is anchored in value at every stage: constantly aligning with the customer on desired outcomes and then delivering on those outcomes. After discussing what you are hoping to gain from mapping your customer journey, CGC will present a plan to comprises one or all of these reasons.
Value Framework
Fundamentally, customers buy again and buy more when two things are true: they feel valued and they are getting value. Ensuring customers feel valued is all about the customer experience, which CGC is happy to help with of course. But ensuring customers get value is a whole other thing. Far too often, value is left to be some squishy statement like “well, yes, I guess the software is worth the money.” A Value Framework defines the key reasons why customers buy your product, the outcomes they will achieve, and the activities required to achieve those outcomes. It is the centerpiece of every customer interaction and drives extremely predictable renewal rates. CGC will work with you and your team to define this framework and to integrate it into your customer journey.
Fractional CCO
Do you need someone to build and/or lead your post-sales team or functions while you look for a full time leader? Or do you need someone but not full time? I’ve been doing this work for over 25 years - not only do I love it, but teams love working for me. Whether it’s hiring, day-to-day team operations, building out key functions, implementing processes to maximize retention and expansion, CGC is ready to go.
Advisory Services
Running SaaS post-sales functions is complex. You are likely to have a lot of questions: are we staffed correctly? Is it time to split the team into separate functions (implementation, CSM, support)? Why is my churn so high? Should I segment my customers? Should CSMs do renewals? I could go on. Whether you need a few hours one time or an hour once a week or month, CGC Advisory Services are the solution.
Delivering True CSM
Is your CSM team really mostly doing support? Onboarding customers? All of the above? If you are thinking about the best way to transition from reactive/full lifecycle care to a model where CSMs are proactively driving adoption and value, this service is for you. CGC will assess where you are in your scaling journey and recommend a plan and timeline for getting to “True CSM.”
Let’s Talk!
Your first consultation is free.