ANNALISA, CSM TEAM LEAD – Zenchef
"During the audit phase, Alex conducted numerous internal discussions with the team (team leads, CSMs, etc.) in order to fully understand our current operations and better identify our challenges. Following this audit, ACE Consulting supported us on 3 major issues: 1) the structuring of the team and our processes, in order to 2) improve the impact of CSMs and 3) increase MRR retention and secure ARR.
- The scope of action of the CSMs has been redefined and clarified:
By redefining the role of CSMs, the team has gained confidence in the actions and priorities it must take with our customers. This has also allowed us to distinguish incoming requests from our customers and reorganize their processing between the Customer Care team and the Customer Success team. Thanks to the training provided on the Value Realization Framework, CSMs have been able to refocus their actions and maximize their impact on our customers. - The impact of CSMs has improved:
By revisiting the notion of Churn Risk and Growth Opportunities for our customer base, Alex helped us clarify the status of our customers and implement targeted actions, particularly on customers at Risk. This now allows us to better manage and anticipate customer dissatisfaction, reduce Churn Risk and control the actions implemented by CSMs. The training provided by Alex allowed Customer Success Managers to develop a value-based discourse and to promote their impact to engage our customers in the long term. - Churn Reduction:
Thanks to these actions, the Customer Success team was able to re-engage several hundred of our customers. The team was able to improve MRR retention and thus secure more than €864,000 in ARR."