LAUNCH AND SCALE CUSTOMER SUCCESS

Customer success is the new sales
Customer success helps you onboard, grow, manage, and retain valuable clients and revenue. Understanding the terms, metrics, and capabilities involved are crucial for launching and scaling your Customer Success team.
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OUTSOURCED CUSTOMER SUCCESS

Specialized teams dedicated to increasing customer lifetime value.

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Customer Success Specialized
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Customer Success Specialized

Customer Success, Specialized!

Sales have transitioned from simple one-time purchases into long-term, renewable revenue streams that require nurturing and relationship building.  An outsourced customer success infrastructure with knowledgeable employees on the frontlines can help, fostering client relationships for continued success and revenue growth.

Our experienced CS teams add immediate value, either augmenting current in-house systems or we can build a team from the ground up, starting with a clean canvas If needed. We bring in our MarketStar-proven sales and customer success processes, operations, metrics, and solutions to achieve your business objectives quicker.

CULTIVATE GROWTH THROUGH SCALABLE CUSTOMER SUCCESS.

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Here's what we do ...

Onboard & Implement

Customized customer enablement, technology focused solutions, team targeted onboarding  & champion training.

Customer Adoption

Specialized adoption planning that moves customers from using your products and services to realizing consistent value and success.

Success Management

Proactive engagement and business planning with your customers that moves customers from simply using your product to realizing heightened value.

Renewals

As we stay engaged with your customers, we manage end-to-end management of renewals and proactive growth.

Grow & Reduce Churn

Customer Engagement to identify risk, enhance upsell/cross-sell, mitigate churn, and ensure long-term customer growth action plans.

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GET IN TOUCH WITH US!

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ORCHESTRATE AND OPERATIONALIZE
THE CUSTOMER JOURNEY

We orchestrate and operationalize the customer journey by creating a journey map outlining milestones that focus on your clients’ experience and priorities.

The truest and most effective customer journey starts before the sale. The customer journey map will be one of your most valuable tools to ensure the customer feels valued and supported along the way.

Operationalizing Customer Success

Operationalizing customer success is like working backward on a timeline. We start with the end goal in mind and get there by identifying the necessary steps to utilize processes.

When bringing on clients, it’s important to put ourselves in the client’s shoes and answer the question, “How will we measure success and achieve the client's intended outcome?” — And having a clear action plan for doing so.

Good technology makes measuring, reporting, and tracking trends more accurate and effective. High-quality tech, well-suited to your needs, should be a top priority. 

BENEFITS OF CUSTOMER SUCCESS SERVICES

Retaining your customers and expanding their lifetime value depends on creating a great customer experience. Customer success organizations are designed to provide post-sales onboarding, customer growth, and retention solutions. Many of our clients need help with their long-tail customers, who still represent a large majority of their clients and add up to more than 50% of their revenue. They find that they just aren't able to scale their team effectively. 

HOW WE DO IT

Our customer success services are built around three core product areas.

Strategy & Design

We help align your organization around an actionable customer journey blueprint to ensure your customers feel successful and keep them coming back long after the initial sale. 

Customer Journey Map

A customer journey map lays out all the steps your customers take to achieve their goals using your product. It focuses on the customers’ experiences and priorities every step of the way.
One thing that will determine your approach is establishing whether an individual customer is a "high-touch" or "low-touch" relationship.

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What Is High-Touch?

High-touch accounts require a more hands-on approach to customer relations, with a clear focus on revenue growth through expansion. This includes strategic conversations that probe your customers' needs to effectively understand their intentions. 

Customer Success Managers (CSMs) will onboard and maintain an ongoing relationship with clients, keeping in touch with engagement and dedicated program management (PM) teams. This allows for greater customization and segmentation of your customer base while providing a higher lifetime value (LTV) for the account.

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What Is Low-Touch?

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What Is Low-Touch?

Low-touch accounts need far less handholding to thrive. These accounts need most of their focus on customer retention and growth. A low-touch client can often be handled through email check-ins, automated electronic notifications, and CSM follow-ups. A PM team can be assigned to one of these accounts but doesn't need to be solely dedicated.

Low-touch accounts need far less handholding to thrive. These accounts need most of their focus on customer retention and growth. A low-touch client can often be handled through email check-ins, automated electronic notifications, and CSM follow-ups. A PM team can be assigned to one of these accounts but doesn't need to be solely dedicated.

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What Is High-Touch?

High-touch accounts require a more hands-on approach to customer relations, with a clear focus on revenue growth through expansion. This includes strategic conversations that probe your customers' needs to effectively understand their intentions. 

Customer Success Managers (CSMs) will onboard and maintain an ongoing relationship with clients, keeping in touch with engagement and dedicated program management (PM) teams. This allows for greater customization and segmentation of your customer base while providing a higher lifetime value (LTV) for the account.

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What Is Low-Touch?

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What Is Low-Touch?

Low-touch accounts need far less handholding to thrive. These accounts need most of their focus on customer retention and growth. A low-touch client can often be handled through email check-ins, automated electronic notifications, and CSM follow-ups. A PM team can be assigned to one of these accounts but doesn't need to be solely dedicated.

Customer-Centric Mindset

At MarketStar, we understand what customer success means. In fact, we define it. No matter what level of interaction they need, MarketStar puts your customers first.

Customer relations are a long-term exercise, so it's our No. 1 priority to keep your clients enthusiastic and
engaged with your product for the long haul.

Internal and External Alignment

We not only standardize our processes and create efficiency gains internally but also ensure we are ahead of the CS trends. We consistently stay educated on market trends, conduct market analysis, and investigate the proper tools and approaches that allow us to execute our promise.

TECHNOLOGY & INTELLIGENCE IMPLEMENTATION

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By combining the right tools, processes, and people, we have created the recipe for success in retention, growth, expansion, and customer renewals. We thoroughly understand the tech and data needed for customer success and the experience and versatility to implement it while meeting your company's precise goals.

Customer Engagement

We provide the right touch points to ensure your customers engage with you. One of the worst signs of an unhappy customer is when they go silent. The right operation and enough manpower go a long way to retaining customers.

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WHY CHOOSE MARKETSTAR?

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Experience

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Revenue Expansion

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New Clients

With decades of up-close experience with client relations, MarketStar employs a strong team of certified customer success professionals who work hard to accelerate your customer growth.
 
Through focused engagement on retention and revenue expansion, our team allows you to keep your client base while effectively expanding those relationships and regularly attracting new customers.

CUSTOMER TESTIMONIALS

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Don't just take our word for it! Here's what some of our satisfied clients have to say about their customer success outsourcing experience with MarketStar:

We deployed a global CS team for a SaaS Social Networking company to drive product adoption. MarketStar CSMs developed customer-specific roadmaps with a phased activation strategy for each customer’s champion network and pushed to onboard new users in targeted accounts. This drove adoption and utilization of the platform and resulted in a 32% increase in active users across covered markets and geos.

We partnered with a leading industrial supply manufacturer to drive customer lifetime value. MarketStar Experience Managers became the first point of contact and guided them through supply chain issues, product education, self-serve enablement, and more. This provided a better experience that would ultimately lead to a loyal customer base and repeat orders.

A project management SaaS company partnered with MarketStar to increase the LTV of current customers and combat churn. We implemented a cross channel, multi-touch pre-sales and onboarding team to increase CSAT and achieve revenue goals, all while improving utilization of managed accounts by 16% month over month.

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