See how the CX App can put Customer Success at the center of your organization!

The Customer Experience App 

As a well-respected leader in the software space, we identified an opportunity to productize our success offering to support targeted Customer Success organizations more widely. Our over a decade of experience with high-growth software organizations affords a unique perspective into the evolving challenges facing our customers.

Our success-centric framework is designed to address the needs of your organization in a methodological way. We help your team efficiently manage day-to-day activities while sourcing the necessary visibility so your leadership team is informed and equipped to take on your team's highest priorities.

We seek to simplify your technical overhead without compromising the quality of your customer experience.

Let us help tell your Story!

We believe in the power of storytelling!

You have no shortage of data, but what is it telling you?  Our system helps to streamline your Customer Success efforts while generating the necessary insights to help build your story. 

We provide the following views off the shelf to help get you up and running. 
  • CSM Dashboard
  • CSM Manager Dashboard
  • Executive Dashboard
  • System Performance Dashboard
  • Renewals Dashboard
  • Net Promoter Score (NPS) Program
  • Customer Priority Dashboard
​

How you see it...

Our solution is used to drive your Customer Success strategy throughout your organization with confidence. Its robust, yet flexible architecture is designed to meet your unique needs, and each feature is built thoughtfully to ensure maximum efficiency. With standard KPIs, you can effectively visualize and guide your team towards the most meaningful actions, ensuring success at each step in the journey.

How it works...

Our goal is to optimize your team's user experience without overcomplicating it. Your Customer Success Managers have a lot on their plates. We promote Salesforce to serve as your source of truth so your CSMs have a single entry for customer activities and communications.
  • We automate your processes and equip your CSMs with playbooks to help effective management of daily activities.
  • We streamline your processes through a best-practice framework to cover your team's dynamic functions. 
  • We tell a story by producing relevant KPIs to inform your leadership teams to assess, adjust and action on your CS strategy. 
Performance Monitoring Tool
  • Track shifts on relevant customer KPIs and escalate them to your CS team.
  • System records are accompanied with critical information, including playbooks, which streamline the resolution process across your organization. 
Custom Health Scoring Engine
  • Maximize your customers' success by utilizing our customizable scoring models that effectively track essential key performance indicators (KPIs) associated with your products and services.
  • Our seamless daily updates ensure proactive monitoring throughout the customer's journey, with fresh records generated automatically each month.
Customer Feedback Tool
  • Capture feedback from your customers regarding their satisfaction with your products and services.
    • ​CES - Customer Effort Score
    • CSAT - Customer Satisfaction
    • NPS - Net Promoter Score
  • Framework seamlessly integrates with your third-party survey tool to capture results inside Salesforce.​​
Customer Planning Module
  • Plan, prioritize, and document customers' goals, initiatives, and related business outcomes 
  • Streamline strategic engagements through meaningful touch points throughout the customer journey. ​​​
Lifecycle Risk Management
  • Identify, escalate, and mitigate risks associated with customers with a high likelihood of reduced revenue ("churn").
  • Leverage the systematic framework to effectively document and enforce your risk mitigation strategy and outcomes. ​
Custom Integrations
  • With seamless integrations into Salesforce, you can effortlessly obtain real-time customer data from various third-party applications. 
​

Key Benefits

The Power of Salesforce
  • The custom application is in and of itself Salesforce. You will reap the benefits of the robust CRM - infinite third-party integrations, a unified data set, and an intelligent security structure. While also supporting the core processes of your Customer Success organization. ​
Scalable and Customizable 
  • The CX App is built entirely through standard Salesforce architecture, so you can leverage your in-house Salesforce Administrator without adding to your headcount or technical debt. 
  • Features such as Playbooks and Customer Health Scores are built through a seamless UI, so CS leaders can update key details without needing assistance from your systems team. 
Cost-Effective
  • We price it on a pre-company basis, so all of your team members can leverage the outputs from our system without being charged for 'seats'. This drives Customer Success as a strategy throughout your entire organization. 

Ways to Work with Us

This list of features are a representative sample and do not constitute the comprehensive list of application features. Contact us HERE for a complete feature list.
saas_cx_brochure_to_share__1___1_.pdf
File Size: 41396 kb
File Type: pdf
Download File