How OpenGov is Rethinking Customer Success

At the end of the day, the success of a company is determined by the value it creates for its customers. To that end, the customer is king. I should know; I’ve spent over 25 years leading customer success teams across numerous industries – from software to logistics to services.

The customer success function itself has become core to building and running a successful organization, and the model used by companies to help their customers succeed has changed a lot since I started my career. Most notably, the advances of SaaS requires more focus on customer success and empowers customer success professionals to make more informed, data-driven decisions.

Many customer success teams track Customer Health Scores, which measure the health of relationship between the vendor and the customer and aims to predict the trajectory of those relations: churn, renewal, expansion. The problem with this model is that it’s one dimensional. I firmly believe that you must also measure customers’ ability and proficiency in running their function and consequently their ability to utilize and derive value from a vendor’s solution.

That’s why I set out with Ralf Wittgen in 2016 to evolve customer success and develop the Customer Maturity Index. And I’m excited to share that last month, Ralf and I were honored to receive the CS100 Innovator of the Year Award for developing the Index. Over 100 customer-success professionals entered submissions, and judges chose three finalists to present at the CS100 Summit 2017. The Summit’s attendees – leading customer success executives – then chose a winner. It’s an honor to be recognized by our peers, and we’re just getting started.

Here at OpenGov, our customer success team is currently focused on further improving our customer health scores, and then we’ll begin rolling out the Customer Maturity Index. Stay tuned to this blog because we’ll share lessons learned and best practices as we go through the process. And if you’re a customer success professional who wants to work with the best-of-the-best, and help governments be more effective and accountable, check out our open jobs.

Category: OpenGov Updates

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