Customer Success Management

Easy, Secure, and Intelligent

Four Stages of Customer Success

1

Understand

Provides insights on all aspects of customers, segments, usage, product adoption and your teams.

  • Customer 360 & Health Scores

  • Profile and Segmentation

  • Usage

Understand
2

Engage

Better insights drive better engagement with your customers and across your organization.

  • Adoption Score & Customer Journey

  • Playbook Guidance

  • Alerts and Actions

Engage
3

Retain

Increase retention and reduce the risk of churn with proactive monitoring and action triggers.

Retain
  • Early Warning Models

  • Churn Risk

  • Renewal Blueprint

Retain
4

Grow

  • Early Warning Models

  • Churn Risk

  • Renewal Blueprint

Why Success4 ?

  • Deployment

    Imagine implementing a state of the art Customer Success Management system in days versus months. With Success4, your CSM set up will be up and running in a few days so you can concentrate on more important things like helping your customers during their life cycle journey; accelerating your time to value.

  • Data Import

    Moving between Customer Success and spreadsheet is crucial for many businesses, so we wanted to make it as painless as possible. We’ve simplified the process with easy field mapping and template creation, so after you import once, the next time is a breeze. You can import data from various sources including databases, local filesystems, online storages, and from external services like Salesforce with a click of a button. 

  • Playbooks

    Account playbooks are critical because they provide a repeatable, trackable, and systematic way to customer success. A playbook is a series of actions to achieve specific results. You can use our playbook template actions or create custom actions within a playbook. Action completions and status can be tracked to insure that the desired result is achieved.

  • Enterprise grade security

    In addition to using industry leading security standards, Success4 provides deep level IAM and access policies, granular levels of user access to information, which can be revoked at any time, even after the data has been distributed. Success4 also provides support at all stages of implementation and use, including professional services to help optimize solution integration and use cases.

  • On premise deployment

    Success4 has a flexible deployment model.  Customers can choose from On-Demand deployment, or an On-premise deployment hosted on their own servers. The On-Premise option provides the most control over the entire solution and the data doesn't leave the customer environment.

  • Cloud deployment

    Cloud deployment is hosted by Success4, and it is the easiest to get started, and has a generally lower Total Cost of Ownership (TCO) since On-Premise deployment needs more internal IT resources to install, secure, and maintain the infrastructure, which can create the higher TCO.

  • Augmented intelligence driven proactive monitoring

    The power of Decision Science models and Triggers come together for proactive monitoring, predictive and prescriptive guidance for actions in a timely manner. This predictive capability can minimize negative impact to your recurring revenue by pre-empting with actions to be taken by your CSM team.

  • Decision science based action triggers

    Decision Science based action triggers give administrators the ability to set up actions for specific events. It could be an email notification or SMS for a certain event like your Customer's health score dropping beyond a certain point or triggering multiple other EPAs depending on the situation.

  • Predictive alerts and action

    Predictive alerts works along with EPA to provide you a complete alerts and actions framework ranging from simple email and SMS notifications to automatically launching a marketing campaign or sales lead based on certain event being triggered. You have a wide variety of EPA sources to choose from.

Case Studies

Modern IT Operations Management Company

Customer Health Dashboard

Business Use case

Provide near real-time executive visibility to customer health enabling more effective and timely customer engagement.

Solution

Implemented a customer health dashboard which consolidates customer usage data, license utilization history, usage trends, renewal information, and CSTM sentiment from multiple data sources.

Fortune 500 Network and Data Storage Company

Prescriptive Guidance and Reporting

Business Use case

Ensure and track consistent delivery across customer success teams by following standardized, streamlined workflow processes while communicating with customers. Provide near real-time executive visibility of key customer metrics including conversion of trial accounts to paid accounts, license registration and utilization by various geographical regions and across multiple different cloud providers to understand the customers better and engage with them effectively.

Solution

Created and deployed a set of industry best practices in the form of playbooks for new customer on-boarding, customer renewals, customer adoption campaign, and customer license overage. Also, Implemented an executive dashboard which consolidates customer registration data, license utilization history, usage trends, renewal information, trial accounts, and amount of storage used across different geos and multiple different cloud providers from various data sources.

Fortune 100 Networking Hardware and Software Company

Service Request Prioritization and Analytics

Business Use case

Streamline, monitor, prioritize, assign, and analyze customer impacting requests coming from multiple different internal business entities and provide a single pane of glass view for the Business leaders and executives to have proper accountability, ownership, resource management and visibility.

Solution

Created and deployed a customer request consolidation and creation tool. Provided reports of customer requests created by Business entities, Service providers, and various internal business groups and enable a way to assign strategic priority weighting and priority ranks. Allowing assignment and reassignment of requests to people within the organization with detailed notes for each request (add assets, links to each note). Provided detailed and customizable analytics reports on coverage, assignments, completion rates, etc.

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