Succeedant, Virtuos Customer Success Program

SUCCEEDANT, OUR CUSTOMER SUCCESS FRAMEWORK

Every company is in business for customer success and every employee in service for customer experience. Without "Customer Success" as the no.1 KPI for organizations, there’s no growth and sustainability of the real business At Virtuos, we reimagine Customer Success by naming it as "Succeedant" and creating a framework of “Continuous Success” with series of programs like CXNow and CXDesk — One after the other because success has no full stops and only commas.

Suc`ceed´ant means
(Her.) Succeeding one another; following.

TOMORROWING™

The "customer at heart" philosophy is the enduring value behind every project. We call it - TOMORROWING™. Virtuos.PLUS™ - the Pace Layered Umbrella Strategy is the backbone of Succeedant — the Customer Success Management Program. Tomorrowing™ is powered by Virtuos Agilenterprise™ Strategy — Virtuosoship eDexterity, All Agile Operations, Composabl™ Thinking and Fluidible Talentforce as an operating model for real-time digital transformation.

"A.B.C" IS THE FOUNDATION FOR SUCCESS

ATTITUDE

Positive way of thinking, feeling, and having a growth mindset.
BEHAVIOUR

The code of conduct with self and others and high empathy.
COMPETENCY

Physical, mental, and psychological ability to perform and succeed.

At Virtuos, we reimagine Customer Success by naming it as "Succeedant" and creating a framework of "Continuous Success".

SUCCEEDANT™ — THE CUSTOMER SUCCESS FOUNDATION

“Grow fast or die slow: focusing on customer success to drive growth” was prophetic. The proclamation was that Software As A Service (SaaS) could not survive without Customer Success. As your organization matures, your business benefits from growth along four key drivers: improved retention, expansion, increased advocacy, and improved efficiency across your teams. Looking across different organizations, we identified four stages of Customer Success Maturity: Reactive, Insights & Actions, Outcomes, and Transformation.

Reactive

Manage escalation on a case-by-case basis
Insights & Actions

Turn data into meaningful actions across your team
Outcomes

Proactively deliver customer outcomes at scale
Transform

Rally your entire company around the mission of Customer Success

SUCCEEDANT™ HIERARCHY

Succeedant Customer Success discipline is an essential competitive advantage that creates unique experiences and value for customers.

Customer Success is not just a one-time activity or simply a transaction. The Succeedant program needs to be a company wide DNA and has to start at the top, at the C-level, where customer success obsession is intentional, not a “nice to have'' and not the responsibility of a sole team.

SUCCEEDANT FRAMEWORK AND TOOLS

Lead With Continuous Innovation to Build a Relationship as a Trusted Advisor.

5 Steps to Build a Customer Success Function to Renew and Grow Existing Client Revenue:

1

Establish CSM Objectives and Goals
2

Organize for Success
3

Create Success Plans
4

Assess and Act on Customer Health
5

Measure CSM Impact

EVERY PROJECT COMES WITH SUCCEEDANT™

Customer Success Management is an integral part of our engagement once the Project Manager has the sign-off from the customer.

At Virtuos, we lead with continuous innovation to keep clients engaged in the long run.

Customer Success Managers (CSM) represent the connection between the customer and the technology and service provider. They are in continuous contact with the customers and ensure that their feedback is implemented.

Engage with C-Suite to articulate business issues and then use "iO lab" to propose innovative solutions to the problems. Exploit digital labs as a tactic to drive innovation and educate customers and partners, and proactively create digital aspirations across customers.

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THE CUSTOMER SUCCESS MANAGEMENT