Case Study

I was referred to this business by a PE investor I had collaborated with previously. The concern was that the current structure of the Customer Success (CS) team at the target business was not scalable and that the plans for addressing the expected growth of the business were human resource dependent and therefore prohibitively expensive. I was asked to review the business prior to investment by the PE fund and to advise how the team plan could be adjusted to address these concerns. 

I provided a high-level assessment of the Customer Success function incorporating the CS team's skills and measurement, the onboarding process, the customer portfolio segmentation and the overall customer journey.

Immediately following the investment, I was subsequently asked to work directly with the leader of the CS function, on a consultancy basis, to evolve the overall customer strategy. To include a particular focus on the introduction of a digital engagement program for the long-tail customers to support the anticipated growth in the customer base over the next 3 years.

The execution of the strategy is ongoing but the following feedback was received from the CEO during the planning phase:

"xxxxxx is finding the sessions really helpful and I can see them already putting into practice the items you are discussing. Thank you very much for your help." - CEO

Please get in touch should your CS team need some guidance executing on their growth strategy - simeon@simeonwright.com.