CLEMENT, REVENUE OPERATIONS MANAGER – Zenchef
"Thanks to the intervention of ACE Consulting, we benefited from support on Customer Success strategies and we were able to put several things in place within the CSM teams for a significant impact:
– Improved Customer Success team cohesion by involving each stakeholder and helping to define the CSM team strategy (not quantifiable but very valuable)
– The implementation of a process dedicated to tackling churn, used by around ten CSMs for 6 months, has enabled us to secure several hundred thousand euros of ARR
– The training provided to CSMs has enabled them to better define the value that Zenchef provided to our customers and to re-engage our at-risk customers and reduce churn
– The coaching provided to CSM team leads allowed them to approach their role in a more strategic way"