Planhat’s Post

In the ever-evolving landscape of customer success, renewals have become more than just a checkbox on a calendar—they’re the pulse of long-term, value-driven relationships. At Planhat, we want to highlight the importance of aligning value assessment with future-proofing customer interactions. But what does that look like in practice? 🔍 Contextual Understanding: It’s not just about proving ROI; it’s about understanding the unique context of each customer’s business and how your solution fits into their evolving needs. Tailoring your value assessments to reflect industry trends and specific challenges makes renewals feel less like a transactional obligation and more like a strategic partnership. 💬 Continuous Engagement: Regular check-ins shouldn’t just be about the numbers. They should be opportunities to discuss goals, challenges, and how your solution can adapt to support growth. This ongoing dialogue is crucial for anticipating needs and demonstrating that you’re not just solving today’s problems, but are ready to tackle tomorrow’s too. 🔄 Feedback Loops: Establish a feedback mechanism that not only addresses issues but also incorporates customer insights into your product development. This creates a cycle of continuous improvement and reinforces the value proposition at every renewal touchpoint. Renewals are no longer just about retention—they’re about deepening relationships and solidifying your role as a trusted partner. How are you evolving your renewal strategy to meet these new expectations? #CustomerSuccess #Renewals #ValueAssessment #CustomerEngagement #StrategicPartnership

'Customer success.' Now there’s a term that’s been gaining a whole lot of traction of late for companies worldwide, especially those that deliver consulting services to their customers. And as their customers, digital-savvy consumers, become more demanding, organizations have developed dedicated Customer Success (CS) teams to elevate the customer experience. It’s paying off. By orchestrating customer success best practices enterprise-wide, service businesses are improving customer satisfaction, customer retention and renewals.

When customers feel nurtured, empowered, and genuinely appreciated, their likelihood to renew their commitments increases. Customer success acts as the driving force behind the renewal process, propelling us onward, stimulating innovation, and nurturing loyalty. Through investing in customer success, we're not solely ensuring renewals; rather, we're establishing the groundwork for enduring growth and sustainable success.

Customer Success Hacks: Tip of the Day # 7 👇 (last one for this series - if you wish to see more - please comment) In the realm of customer success, the cornerstone of excellence lies in delivering value and meeting desired outcomes through a seamless integration of perceptive observation and decisive action. By attentively tuning into the evolving needs of our customers and promptly responding with tailored solutions, we not only cultivate unwavering loyalty but also propel sustainable growth. This synergy between understanding and execution transcends mere business strategy; it embodies a deep commitment to proactive engagement and a relentless pursuit of customer satisfaction. In this dynamic interplay between observation and action, the path to unparalleled success unfolds effortlessly, leaving an enduring legacy of excellence in the world of commerce. ________________________________________ 𝕊𝕖𝕒𝕞𝕝𝕖𝕤𝕤 𝕊𝕦𝕔𝕔𝕖𝕤𝕤 - 𝕨𝕙𝕖𝕣𝕖 𝔸𝕃𝕃 𝕚𝕤 𝕔𝕠𝕟𝕟𝕖𝕔𝕥𝕖𝕕© 𝘐 𝘩𝘦𝘭𝘱 𝘣𝘶𝘴𝘪𝘯𝘦𝘴𝘴𝘦𝘴 𝘢𝘤𝘩𝘪𝘦𝘷𝘦 𝘭𝘢𝘴𝘵𝘪𝘯𝘨 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘭𝘰𝘺𝘢𝘭𝘵𝘺 𝘢𝘯𝘥 𝘴𝘶𝘴𝘵𝘢𝘪𝘯𝘢𝘣𝘭𝘦 𝘨𝘳𝘰𝘸𝘵𝘩 𝘣𝘺 𝘵𝘳𝘢𝘯𝘴𝘧𝘰𝘳𝘮𝘪𝘯𝘨 𝘊𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘚𝘶𝘤𝘤𝘦𝘴𝘴 𝘪𝘯𝘵𝘰 𝘢 𝘤𝘰𝘮𝘱𝘢𝘯𝘺-𝘸𝘪𝘥𝘦 𝘧𝘰𝘤𝘶𝘴. Find my CSM all-in-one WorkOS - Notion Template here: https://lnkd.in/dCxN2wm5

If you action anything from my last posts about customer effort fueling disloyalty, consider measuring customer effort across all issue resolution types. How hard was it for your customers to solve the problem? Enrich your current support dashboards with this information and guaranteed you’ll see patterns and opportunities. You can’t improve what you don’t measure, and there’s a lot of evidence that reduced customer effort will result in increased loyalty and retention. Curious what my friends in customer success think! Isabel Matias Kevin Clews Lisa Clark Tiago Felner da Costa Sam Espindola

Customer Success is where 90% of Revenue is.

"One successful customer should get you 1, or 2, or 3 more customers. One unsatisfied customer could cost you like 10…Achieving scale is repeating a successful customer over and over again.” - Jarrod Glandt , President at Grant Cardone Enterprises in an interview with Seamless.AI CEO Brandon Bornancin Repeating a successful customer over and over again requires a lot of work. Here, we’ve developed the S.P.L.A.I.T.E. framework (https://lnkd.in/eAUP2JDU) to help you 10x customer success renewals. This simple, 7-step framework helps CSMs retain more customers, crush customer success metrics, and keep customers happy. 📘 Learn more about this framework and actionable tips to apply each step to your customer success renewal strategy in the full article.

Customer success! The key to recurrent income! What does that mean? and exactly what kinds of doors does customer success opens? Tap the link below to listen to the show. https://lnkd.in/dfS382JK

CSMs, please repeat after me: Customer success is not a high NPS Customer success is not a high CSAT Customer success is not a low CES Customer success is not a green health score Customer success is not using high product usage Customer success is when customers achieve their desired outcomes. And THEY decide how they measure it. Customers buy your product to - increase revenue - save costs - lower risks - improve productivity - make the Forbes 100 under 100 list - ... That's what you need to deliver and what you need to measure. Your customers are no longer paying for convenience and usage. The only thing they care about is ROI. PS: Join 6.4k+ CS pros and sign up for my weekly newsletter if you like this post --> https://lnkd.in/dtC7MEjP

Good point. Key result areas to consider in measuring customer success. Customer Success management is another dimension to help customers achieve their business goals. #CustomerSuccess