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Customer retention Customer success metrics Customer success strategies Churn
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15 June 2023 2 min read


VALUE-LED CUSTOMER SUCCESS FRAMEWORKS | HAIG KINGSTON

Podcasts

GRACE GUPTA

Read More

 1. Key talking points
 2. A little bit about Haig
 3. Resources
 4. Be a part of the convo 📨
 5. There's more...

> “By splitting value realization into expected value and achieved value, you
> can get a good gauge on your engagement with your customer."

Value: the beating heart of a business, and something every company should be
hell-bent on ensuring in all its forms.

Value encompasses the monetary, material, or assessed worth of an asset, good,
or service, while also being intricately linked to an array of concepts like
stakeholder value and market value. It's one of those terms in business where
there's no way of escaping it. And when it comes to customer success, everything
should be geared around providing maximum value for your external stakeholders:
your customers.

In this episode of the CS School podcast, we’re joined by Customer Success
Evangelist, Haig Kingston, to discuss how you can ensure value is at the center
of your customer success frameworks.






Tune in




KEY TALKING POINTS

 * Understanding what value means
 * How to measure value realization.
 * The five pillars of customer success.
 * A real-life example where a value-led customer success framework
   significantly improved a customer's experience.


A LITTLE BIT ABOUT HAIG

Haig stumbled into customer success about 11 years ago after returning from
working overseas. Initially, he started in account management, but over time,
the role evolved into a sales leadership position. His experience spans various
industries, including payroll, HR, and HCM software. Throughout his career, he’s
always gravitated towards customer-centric roles, focusing on customer
experience and excellence.

Haig’s been fortunate to work for exceptional organizations globally and
domestically, where customer success is prioritized and customers are at the
core of everything. He’s got a passion for working with customers and assisting
them in achieving value and becoming advocates.


RESOURCES

 * Follow Haig on LinkedIn
 * Join the CSC Community Slack Channel
 * Access a treasure trove of ready-made templates and frameworks


BE A PART OF THE CONVO 📨

Got something to say on one of our podcasts, or know someone who would be a
great guest? Get in touch, you can drop us a line at:
contribute@customersuccesscollective.com.


THERE'S MORE...

Want to ensure you have the goods and intel to create formidable customer
success frameworks of your own?

Discover the skills you need to succeed with Customer Success Core: Certified.

Give your customers the 10/10 experience they deserve





LIKE WHAT YOU SEE? THEN CHECK OUT TONNES MORE.

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plans are packed with awesome sales enablement resources.

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Written by:

GRACE GUPTA

Grace is our Copywriter here at CSC and loves getting her teeth stuck into
anything content-related. The en dash is the queen of punctuation and this is a
hill she's willing to die on.

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There’s a lot of ambiguity around the customer health score metric, namely when
should you implement it in your business. Here to dispel any misconceptions
about the customer health score is Patti Zack, Chief Customer Officer at
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BUSTING THE MYTHS OF EMPATHY AND ACCESSIBILITY | NIINA MAJANIEMI, MICROSOFT

Let's face it: the wonderful world of B2B is filled with a lot of technical
terms, and the customer success field isn't immune. Even though words like
"empathy" and "accessibility" appear simple, everything isn’t quite what it
seems. It’s time for a second look....

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THE POWER OF OUTCOMES-BASED THINKING | SHANE KETTERMAN

Can outcomes-based thinking really revolutionize your customer success strategy?
“Outcomes” hasn't quite become a buzzword, but it certainly is thrown around a
lot in the customer success community....

2 min read
Customer Success Collective
—
Value-led customer success frameworks | Haig Kingston


The Customer Success Collective is a community of forward-thinking CS
enthusiasts, all rallied around one, shared goal: providing incredible customer
experiences, 24/7.

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