CLIENT

  • Enterprise workforce application SW provider with $1B+ annual revenue

SITUATION

  • Client needed to define and enhance service offerings to support investments, including CS, PS and Support

ACTIONS

Waterstone designed an enterprise-wide Customer Success model to support current and future offerings

  • Defined CS program operating model, including charter, roles and touch/engagement models
  • Conducted over 30 internal interviews/scenario tests to align CS activities and identify enablement needs
  • Defined pilot scope, objectives and design principles
  • Identified preliminary view of required customer health metrics for both pilot and future-state
  • Identified enterprise service offering best practices and requirements (e.g., pricing, packaging, etc.)

RESULTS

  • Gained alignment on CS operating model and launched pilot targeted at ~25 strategic, enterprise and SMB accounts
  • Enterprise service offering design and pricing optimized in line with client goals and industry best practices