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 consult 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, a cost analysis, and a schedule. 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
Customer Success Assessment
Customer Success Assessment
Customer Success Assessment
Operational assessment to understand existing Customer Success / post-sales goals and practices around customer onboarding, launching, adoption, and retention. Review metrics & KPIs, processes, and staffing. Evaluate and provide improvement recommendations.
Customer Success Program
Customer Success Assessment
Customer Success Assessment
Help clients reach clear goals through proactive onboarding, personalized support, and ongoing engagement—boosting retention, satisfaction, and long-term growth.
Establish a CS Framework to guide the CSMs on building lasting relationships through accountability and trust.
CSM Hiring & Training
Customer Success Assessment
Continuous Optimization
Drive the selection and short-listing of CSM candidates, as well as onboard them on the CS team. Work with HR and Education teams to review the current employee curriculum and recommend adding soft skills and/or technical training where needed.
Continuous Optimization
Continuous Optimization
Quarterly re-evaluation of CS Framework effectiveness based on company strategic objectives, and CSM performance evaluation based on KPI scorecard and customer feedback.
Interim CCSO or Interim CCO
Lead CS strategy, execution, team coaching and management. Actively participate in leadership meetings and advise on company strategy, process & workforce improvements, and departmental collaboration.
Further Role & Responsibilities to be determined based on customer requirements.
Engagement Add-Ons
Additional services as they relate to adoption, expansion, and retention of customers and employees.
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 Program
- 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 & Training
- 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 Customer Success Leader
The Interim Chief Customer Success Officer or Chief Customer Officer 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.