Customer Success Management
Improving the customer journey and helping your customers maximize the value of your products and solutions.
FrontLogix’s ultimate goal is to help you be as successful as possible for as long as possible
Traditional Account Management is a thing of the past, and Customer Success-driven growth is here to stay. We approach each of our clients by analyzing and segmenting their customers, setting up and managing their expectations, leveling up their communication, and measuring the result.
of companies confirm that
Customer Success is their
main growth engine
We provide experienced Customer Success Managers (CSMs) that will track relevant success metrics
They’ll monitor specific customer KPIs and the likelihood of churn in addition to other indicators, such as platform usage and engagement, net promoter score (NPS) customer satisfaction (CSAT), and customer effort score (CES).
But most importantly, what we genuinely care about is maintaining your current subscriber base, exceeding their expectations, and adding more satisfied customers.
CSAT
CLV
NPS
CES
Customer Health
Engagement Rate
Retention Rate
Renewal Rate
Churn Rate
Active Users
CSAT
NPS
CLV
CES
Customer Health
Engagement Rate
Retention Rate
Renewal Rate
Churn Rate
Active Users
Customer Success vs. Customer Support
It’s easy to confuse customer success and customer support, even though the roles are very different. Customer success management is proactive in building long-term customer relationships and ensuring users get the most out of the product/service.
On the other hand, customer support is a reactive process that focuses on resolving individual problems in the short term. Support, for example, may help a customer better understand a feature, sort usage problems, answer questions, provide installation, or help with onboarding.
Customer Success teams primarily focus on customer wins. They ensure that whatever you offer is helping the customer achieve their objectives. Customer Success is committed to positively affecting your retention rate, customer lifetime value, and monthly recurring revenue.
Customer Success teams primarily focus on customer wins. They ensure that whatever you offer is helping the customer achieve their objectives. Customer Success is committed to positively affecting your retention rate, customer lifetime value, and monthly recurring revenue.
Customizing features to match customer goals
Working with uncertain customers to help reduce churn
Streamlining
onboarding
When appropriate,
identifying upsell opportunities
Customer Success vs. Customer Experience
Customer Success is primarily concerned with delving deeper into the “How” and “Why.” This means that Customer Success works to understand the customer experience as a whole, specifically, how customers use your services or products from their perspective. Using the customer experience to improve overall results aids businesses in better understanding the customer journey.
Customer Success
- Pay attention to your customers
- Give weight to their suggestions
- Examine the outcomes
- Repeat and iterate
Customer Experience
- Understanding the Process
- Understanding the Methodology
- Understanding the Causes
- Understanding the Data
- Improving the Process
Customer Experience, on the other hand, means investing in processes that allow receiving feedback on every customer interaction, understanding customer success or failure, solving their problems, closing the loop with the customer, and repeating the cycle to benchmark progress.