Customer Success Questionnaire
Are you serious about Customer Success?
LISTEN
-
Do you meet with your top customers on a regular basis to get qualitative input on various aspects of your business strategy?
-
Does your understanding of customer needs inform your mar- keting and sales plays?
-
Have you established listening posts across your customers’ lifecycles?
-
Are you measuring customer perceptions of ease of doing business and your ability to effectively provide strategic ad- vice?
-
Does your analysis and reporting of customer feedback provoke action by presenting findings in a compelling way?
-
Do your team members understand what your customers are striving for in business outcomes?
-
Do you understand what business problems or opportunities your customers are solving or pursuing in implementing your solution?
-
Are you assessing customer perceptions of technical and functional project success on an ongoing basis?
-
Are you collecting customer input on solution adoption (number of loyal users)/consumption (number of solution features implemented)?
-
Are you assessing the incremental realization of business outcomes?

ENGAGE
-
Do you have an enterprise-wide process to communicate your company/solution stories consistently and appropriately at each and every stage of the customer lifecycle?
-
Are you able to tell a story to the customer CxO that would compel this officer to purchase/repurchase your solution?
-
Can you quantify the potential impact of your solution so that budget decisions can be made on a financial/economic basis?
-
Are you having periodic collaborative-solution roadmap sessions to drive new product decisions for your company?
-
Are you viewed as a thought leader in your industry?
-
Have you developed a sales and marketing strategy that focuses on retaining your customers?
-
Does product development have the ability to monitor and react to real-time customer deployment metrics?
-
Do you have the ability to predict and proactively address customer support problems?
-
Is your professional services organization considered a stra- tegic trusted advisor (versus implementation expert)?
-
Do you have the proper systems and tools in place to em- power sales, marketing, service, R&D, and support organizations with the Big Data insights available in the age of IoT/ Subscription Economy?

ENSURE
-
Do you regularly help customers improve their solution adoption (number of loyal users) rates?
-
Do you regularly help customers maximize the consumption (number of solution features implemented) of their solution?
-
Do you regularly quantify and communicate the value (e.g., ROI) you have delivered to your top 100 customers?
-
Do you provide services, tools, and programs to regularly help customers achieve the full potential value of their solution?
-
Do you capture and provide best practices and performance benchmarks of your solutions to all of your customers?
-
Do you regularly review and help customers achieve agreed- on milestones and key performance indicators?
-
Do you produce a solution-and-partnership performance dashboard that is reviewed quarterly with customer leadership?
-
Do you have a continuous adoption and value realization program (rather than being a reaction to customer requests)?
-
Do you have a mechanism (including training) to help your channel partners adopt ensuring programs?
-
Do you have a mechanism to feed the results of your ensuring program back to key functional areas (e.g., marketing for reference assets, sales for performance benchmarks/ROI tools, product development for new product prioritization)?
