Solutions

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How and when do I start my CS function?

Engaged customers are the engine of growth. SaaS founders are often focused on product and sales, often to their existing network. A start-up CS function ensures that those early customers realize the value they expect and that critical product user feedback is captured. Engaged customers renew and expand their subscriptions while evangelizing your product to others. ICS can help you start with just what you need and nothing you don’t. 

How do I optimize for rapid growth and plan for step-function change? 

Keep little problems from growing into big problems. The CS function can be used to mediate the migration from early days “opportunistic” G2M and sales strategy to focus on ideal customer segmentation. ICS helps you align strategy, product, marketing and sales with customer expectations and experience even as they change and grow.

What are the specific CS transformations needed to support a scaling firm? We’re growing fast and our customers seem happy...let’s go! 

Reduce costs and mitigate risk while maintaining high customer engagement. Moving from linear growth to business scaling requires a multi-level focus on the customer. ICS can help your teams develop and evaluate business cases for CS ops and CS enablement functions, ‘tech-touch’ options, AI and other component options to help you untether your new revenue and COGS curves. 

Is my ‘steady state’ CS function as modern and efficient as it could be? 

Customers of established brands in mature industries have different expectations from those in newer high-growth sectors. ICS helps well-established CS teams implement new, more cost-efficient approaches and technologies while maintaining hard-earned relationships.

Losing customers at an unacceptable rate? Not sure why?

ICS helps you quickly get to the bottom of why your customers are not experiencing their desired outcomes. We start with Churn analysis to help you understand the real reasons you're losing customers, by which segments and then prioritize steps to address them. While an effective CS capability will minimize churn, churn is often caused other factors. This solution is designed to stop the bleeding while long-term fixes are designed and implemented.