Question 1/6
Please pick the option that best describes how proactive/reactive your Customer Success organization is
Reactive – no up selling or pro-active customer outreach
Mostly reactive – small fraction of outbound calls taken by the customer care/support. Systems are not set up to leverage up/cross selling
Neutral – reactive with some capabilities and proactive with others
Proactive – customer outreach drives significant cross and up-sell, however, opportunities to improve outbound approach
Efficient and effective proactive approach – customer outreach drives optimum level of cross and up-sell opportunities; structured approach and systems to drive execution
1
2
3
4
5
What is your organizations' level of maturity in customer data collection and insight generation?
Question 2/6
Low – collect basic customer data, but don't create any actionable insights
1
Medium – collect, categorize and analyze customer data to create some actionable insights
2
High – collect, categorize real-time advanced customer data and leverage advanced analytics to provide proactive support to consumers
3
What is your Customer Success organization's level of customer satisfaction (CSAT/ NPS)?
Question 3/6
Very unsatisfied
1
Somewhat unsatisfied
2
Neither satisfied nor unsatisfied
3
Somewhat satisfied
4
Very satisfied
5
What is your current Customer Success expense as a % of revenue?
Question 4/6
0-5%
1
5-10%
2
10 -15%
3
15 -20%
4
Greater than 20%
5
What is your planned future (12 months+) Customer Success expense as a % of revenue?
Question 5/6
0-5%
1
5-10%
2
10 -15%
3
15 -20%
4
Greater than 20%
5
What is your organization’s level of maturity in capturing internal operational performance and Customer Success-related spend?
Question 6/6
Low – collect basic operational data, but don't create any actionable insights
1
Medium – collect, categorize, and analyze operational data to create some actionable insights
2
High – collect, categorize real-time advanced operational data and leverage advanced analytics to improve efficiency and effectiveness
3
What kind of organization are you?
Take this questionnaire to see where your business falls within our Customer Success Capability Matrix.
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Organizations like yours tend to have relatively high operational spend and lower customer service performance than their Leaders counterparts.
Want to learn more about how Laggard organizations can better position themselves to achieve their customer success goals?
Laggard
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High
Low
Low
High
MATURE & PROACTIVE ORGANIZATIONS
OPERATIONAL EFFICIENCY
LAGGARD
Organizations like yours are typically operationally efficient but are less proactive about serving customers than their Leaders counterparts.
Want to learn more about how Miser organizations can better position themselves to achieve their customer success goals?
Miser
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High
Low
Low
High
MATURE & PROACTIVE ORGANIZATIONS
OPERATIONAL EFFICIENCY
MISER
Organizations like yours are typically less operationally efficient than their Leaders counterparts, while still proactively serving customers.
Want to learn more about how Spender organizations can better position themselves to achieve their customer success goals?
SPENDER
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Interested in speaking with an expert about your results?
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High
Low
Low
High
MATURE & PROACTIVE ORGANIZATIONS
OPERATIONAL EFFICIENCY
SPENDER
Organizations like yours are typically operationally efficient while proactively serving customers.
See how other Leader organizations are achieving their customer success goals in this case study.
Leader
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Interested in speaking with an expert about your results?
Get in touch
High
Low
Low
High
MATURE & PROACTIVE ORGANIZATIONS
OPERATIONAL EFFICIENCY
LEADER
