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Define and track onboarding by phase, user progress, account, and portfolios.
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!
Optimize product usage by monitoring in-depth user data and receiving actionable insights
Improve decision making and actions for enhanced outcomes.
Get a complete view of your customer and all their moving parts.
Create the right scoring system for your organization.
Deliver consistent customer experiences and repeatable success.
Increase your productivity real-time, automated alerts.
Create groups across accounts and users.
Drive adoption, upsell and cross-sell using extensive product data.
Reach out to groups of customers when you need to.
Create surveys to get timely feedback from your customers.
Automate your actions, alerts, surveys, and more.
Create and track tasks across teams.
Create alert rules that are flexible.
Manage, analyze, and optimize your customer interactions.
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.
Get status updates, warnings, and extensive reports at the right time so you can make effective decisions.
Create, monitor, and automate comprehensive Playbooks for every scenario.
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How to align a partner around customer success to enhance a common motive. This blog clears it all for SaaS companies.
Working with partners can improve your operations and provide services that are beneficial to customers. This can mean from the sales perspective to driving businesses quickly. In customer success, you can manage post-sales and improve the customer relationship. A good partner success strategy can help decrease the failure of bad alliances and help overcome challenges. It must be noted that 60% of strategic alliances fail. Technology companies can scale up their customer success function and drive better customer engagement while reducing churn. A good partner is one aligned to achieve customer success.
Some challenges include consumption, driving adoption, and localization. When customer success needs to grow, it is important to navigate well to handle customers. There is an opportunity for great partner relationships to align ecosystems around customer success.
Tech companies have stood on partner channels to make products better valued in customers. System integrators, consultants, value-added resellers, and distributors can recommend products to customers. After the initial sale, you need to make sure the product is being used correctly and customer is happy. Partners focus on channel activity, top bookings, and services to move towards customer success. Here is the recommended playbook for driving customer success-
As vendors roll out CS programs, they must prioritize time effectively. Start with a small team and prioritize factors-
Work with prioritized partners to expand CS programs. Some sources of ROI to a partner include-
You can go digital to build a 360-degree view of clients, NPS data, and usage. This is what partners need to understand which clients to follow up, find time and reasons. You can also find the renewals that are coming up and find more easy ways to understand data types.
You need to enable ROI models and customer health data. What playbook would be better for the partner to adopt? What are the KPIs that a vendor focuses on? When is the next renewal coming up? What happens when adoption declines?
You need to hold partners accountable. They need to generate real value to customers via recommended playbooks. You can pay partners based on their outcomes and growth. The effectiveness of CS investments can be measured. These must be KPIs mutually agreed upon to reduce being unproductive. These customer health metrics can help determine dynamic margin percentages. You can do that if you have the shared tools for ease of effort and investment.
In a B2B ecosystem, you need to continuously evolve. Empowering partners is a key shift in the vendor-customer relationship. To make the most of customer success partnerships, you can follow these tips.
You need to train your partners to do something aligned as per your business. If you educate your partners, they will know the company better. You must provide direct training and certification to partners in the areas of customer success. Companies with better training to partners have shown better growth rates. This will also help you understand your partners better and integrate with business.
Many companies are not aware of the partner channel conflicts and the potential negative impact to the business. You need to have clear function roles and segment customers and markets accordingly to get the best of resources. Proper engagement needs to happen as per funnels to facilitate customer success. By having a funnel system, you can create individual lanes for partner growth to eliminate conflict.
Companies must share tools that will enable for productive CS functions. This will result in better technology revenue, drive cooperation, and enhance results. Sharing tools drives better revenue and aligns companies with partners. You will know what the capacity of the customer vs is the purchases. You can also know which features and functions are better supportive. You can also know the issues and problems the customer is encountering. You can also know of renewal dates, milestones, and other updates that will help expand subscriptions.
It must be kept in mind that partners must be chosen wisely. A partner cannot change their fundamental business plans to meet your company needs. So, it is important to look at partners who are in the same value bracket and are ready to expand their capabilities in your area. A great way to check that is by the LAER customer engagement model. LAER is Land, Adopt, Expand, and Renew that will help customers drive adoption. The core is customer success. Both partners need to discuss business outcomes for better results.
These tips will help in mutual customer success, improve productivity, and enhance positive customer outcomes. In simple words, Partner Success = Customer Success.
We need to recognize that the rise in subscription economy has increased the need to protect customers. An effective way to scale customer success is by collaborating with the partner ecosystem. You need to protect your brand through the customer lifecycle. The top elements in this include shared responsibilities, shared tools and resources. Also, engaging the partner and vendor across customer engagement points in the journey will help. Finding a common base is also important. You also need to motivate partners via success stories to drive transformation and enhance the overall customer success strategy.19
Through this relationship, all the three parties- vendor, customer and partner will focus on customer success.
Published 7 Jun 2021, Updated 7 Jun 2021
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