Identify, monitor, and execute timely account expansions with real-time reports and indicators.
Proactively identify at-risk customers and prevent churn using automation, early warning insights, and more!
Understand your customers interactions with your product and make informed product success decisions.
Define and track onboarding by phase, user progress, account, and portfolios.
Intelligence-driven, scalable insights for onboarding, adoption, retention, and revenue growth.
Handle this critical component of the post sales customer journey.
We aren’t just any Customer Success platform. We have the insights, imagination, and technology that others don’t.
Get a complete view of your customer and all their moving parts.
Deliver consistent customer experiences and repeatable success.
Create the right scoring system for your organization.
Create alert rules that are flexible.
Manage, analyze, and optimize your customer interactions.
Track your tasks easily by account, product, and outcome categories for better efficiency.
Create dynamic segment across accounts and users.
Drive adoption, upsell and cross-sell using extensive product data.
Automate your actions, alerts, playbooks and more.
Proactively uncover key insights and receive data-driven recommendations for your team.
Transcribe your calls and catch key phrases used by customers to trigger actions.
Improve decision making and actions for enhanced outcomes.
Unlock value from your data with our embedded Business Intelligence solution.
Meet the industry’s first virtual assistant (SIA) designed for customer success and account management.
Our core values, team, and community
Get in touch anytime.
Don’t miss an episode of the Customer Success Intelligence Podcast
Our annual survey captures the current state of CS Intelligence and automation.
Resources for new and seasoned Customer Success teams.
Features and SDKs you can integrate into your apps.
Calculate the potential ROI you could achieve with SmartKarrot CS.
Creating a business case for customer success demands a thorough understanding of this discipline. Follow this four-step guide to create your own.
To begin with any project or even an organization, you must “Start with Why”, as Simon Sinek puts it. This holds true even for building an effective business case for customer success.
Ask yourself first, why would your CEO or CFO invest in such a program? Once you are clear on this, rest of the things will fall into place progressively.
To get started on building a business case, you need to follow these four steps:
Let’s look at them individually in the context of customer success.
If your company has not yet started its customer success program, there would definitely be a lot of opportunities to optimize your revenues. Identifying and quantifying these areas of improvement would be a good starting point to highlight. They are:
Likewise, identify all other problem areas applicable to your business context.
The second step would be providing solutions to all the problems identified above. With reference to the different aspects of customer success, show how you are going to resolve each of them.
The above table shows the “What” part of the solution. But these solutions are incomplete until you have a plan in place to achieve them.
Hence, “how” you are going to do this should also be shared and will cover another set of steps for creating your customer success program:
Sharing your plan would instill confidence in your executive members to consider the value proposition of your customer success initiative.
The overall cost to start a customer success program should be broken down into its multiple components for a more accurate estimate. The associated cost would include:
Having arrived a final figure by summing up all the costs above would help executives to assess their annual budget with respect to the ROI to initiate customer success.
The best ways to quantify outcomes are in the forms of reduced cost, revenue retention and revenue growth. List down the metrics revealing this information in your customer success project proposal with respect to their current state and future targets.
Apart from these, you can also include some industry-wide customer success stats to back your research.
While creating a business case for customer success, it is easy to get lost into the details. But what matters most to the C-suite is the breadth of your research, the comprehensiveness of it, rather than vertical intricacies. The more abstract information you provide and keep it focused on the outcomes, the better it is. However, keep the details always ready to back your points should they need to go deeper on any aspect.18
Convert all these details into your presentation slides with a bit of aesthetics and you are good to go!
Rohan has over 11 years of experience in client services, marketing and hospitality field. Previously, he was head of digital marketing for a hi-tech mobile application. Rohan is driven by new challenges and the possibility of making an impact on individuals and businesses.
Published February 19, 2021, Updated March 01, 2023
Leverage the power of Customer Success Playbooks! Learn why every CSM...
04 Oct, 2023
In today's outcome-driven world, crafting an effective Customer Succes...
02 Oct, 2023
Customer renewals made easy: Follow our Renewals playbook to foster tr...
28 Sep, 2023
Sign up for SmartKarrot’s newsletter.
See how SmartKarrot can help you deliverwinning customer outcomes at scale.