Why Dodone?
When it comes to customers, the best way to retain them is to exceed their expectations and add value to their company. After leading a multitude of teams focused on customer experience, satisfaction and retention, Emily Drenis knows this better than anyone. With experience and knowledge in both the Enterprise and SMB markets, and a deep understanding of both Cloud and Premise implementations, Dodone will help your company create a Customer Experience Strategy and Customer Success Program that fuel sustainable growth and increase customer loyalty.
Our Engagement
Our services include a comprehensive consultation to help identify gaps and opportunities. Each engagement is unique, and our services will be tailored to your company's needs. For larger projects, we provide a comprehensive report that includes a project plan with timelines and milestones. We also provide regular status updates that will keep your company up to date with the project progress, as needed.
Emily Drenis, Founder & CCO
Services Catalog
SERVICES DESCRIPTION
Customer Success Assessment
- Conduct operational assessment to understand any existing Customer Success or post-sales practices around customer onboarding, launching, adoption, and retention. Relevant operational and financial metrics & KPIs will also be reviewed.
- Understand business drivers & differentiators, products & services, existing post-sales practices and processes, as well as staffing load, objectives, and performance.
- Evaluate the different areas based on company mission, vision, target revenue and investment, and provide improvement recommendations.
- Provide a weekly dashboard with progress update and next steps.
Customer Success Blueprint
- Develop a comprehensive post-sales methodology which aligns with the mission, vision, business goals and objectives, and provides repeatable practices for the Customer Success Team and their customer engagement.
- Using this CS framework will enhance the customer retention, adoption and expansion which in turn will enhance the company's profitability.
- Establish best practices alongside a KPI scorecard to monitor outcomes and drive accountability.
- Rollout this CS framework using a "train the trainer" approach, for weekly, monthly, quarterly activities, and monitor the customers’ well-being and CSM results.
CSM Hiring & Enablement
- Organize and drive the selection and short-listing of CSM candidates through interviewing and skill evaluation process.
- Onboard and train newly-hired CSMs on the CS Framework, collaboration with other departments, and tracking results and accomplishments
- Collaborate with HR & Education depts on existing curriculum for internal employees, and advise expansion of curriculum on soft skills if needed
Continuous Optimization
Quarterly re-evaluation of:
- CS Framework effectiveness based on changes on company strategic objectives, Revenue Goals, and/or Product or Services updates
- CSM performance evaluation based on existing data, KPI scorecard for success results, and customer feedback if surveys or testimonials are collected
Analyze results and provide an Executive Summary with a Scorecard, as well as a Detailed Report of findings and recommendations.
Interim Leadership & Advisory
The Interim Leadership & Advisory can handle strategic decisions and operational or tactical activities, such as:
- Lead Customer Success strategy and execution
- Lead CSM team to successful program outcomes and customer referenceability
- Executive sponsor for strategic accounts and escalation point for C-level customer executives
- Assist in or Drive the candidate selection, onboard and coach a permanent CS leader, as needed
- Collaborate with other department leaders on best approach to customer lifecycle management, customer satisfaction and company profitability
- Advise leadership on strategy, process, product and workforce improvements, as needed
Further Role & Responsibilities to be determined based on customer requirements.
Engagement Add-Ons
Services as they relate to adoption, expansion, and retention of customers and employees, such as:
- Voice of the Customer (VOC)
- Voice of the Employee (VOE)
- Customer Lifecycle Journey Mapping
- Strategic Program Management
- Business Process Review and Improvement Recommendations
and other customized services upon request.