Shining a Very Bright Light in Some Very Dark Places
For organizations wanting to seriously consider the plusses and minuses of customer success as a business strategy.
What Is a Readiness Review?
A readiness review is a future-oriented assessment designed to determine your organization’s “readiness” to make the significant change of implementing a customer success strategy. A readiness review takes into consideration today’s facts, tomorrow’s possibilities, and the organization’s willingness and ability to change. Properly implemented, the findings from a readiness review minimize risk and greatly improve the quality of decision-making, compress learning cycles, and speed and smooth desired results.

We have lots of smart, experienced people, why can’t we do our own readiness review?

Of course you can. However, how many folks have deep experience in building and delivering customer success? How about implementing culture change? Diagnosing touchpoint management? How long (and at what cost) will this internal trial-and-error approach last? Furthermore, assuming you want transparency, how many of your people are willing to look you in the eye and say what you are talking about is stupid?
Personal Example
Even if you “manage your own portfolio,” you may find great value in using the outside expertise of a financial planner when you face new personal challenges or opportunities. To help you choose the best investing direction, a smart financial planner will first determine your goals, learn your risk tolerance, assess your personality, discover your investing preferences, find out what you have to work with now, and estimate what assets you could realistically acquire in the future. After gathering this information (a type of readiness review), he or she can then lay out realistic choices tailored to your situation—their plusses and minuses based upon different scenarios—and then make recommendations based upon expert knowledge and experiences with similar people in your similar situation.
Strategic Customer Success Readiness Review
Our Strategic Customer Success Readiness Review works in much the same way, by helping your organization make the best decisions based upon solid information, deep expertise, and a proven decision-making framework. By having a realistic understanding of your “readiness,” you greatly improve the probability of making the best strategic decisions in your customer success quest. After completing a quality readiness review you will learn:
  • What is your realistic potential of implementing a customer success strategy?
  • How would this compare to the traditional model of customer success?
  • What will it take in time, money, and manpower to make this happen?
  • How willing and able is your business to do what it takes?
  • What are the priority actions you should take to test the value and reduce risk?
  • Is the potential gain worth the possible pain?
Brilliant Customer Success Management Performance Chain
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Source: Alexander, James. 2015. “Creating the Brilliant Customer Experience – Part One: The Brilliant Performance Chain.”
How It Works
The Brilliant Customer Success Performance Chain is the model used to compare and contrast where you are today, where you would like to be tomorrow, and what is realistic for your situation. Upon mutual agreement, our senior consultants will investigate from one to five of the links of the chain: Leadership, Performance Systems, Touchpoint Management, Customer Impact, and Business Results.

Facts and assumptions will be reviewed, candid findings will be shared, and options will be outlined with specific recommendations made (we recommend this occur in a one-half-day, face-to-face session). There are three readiness review levels of concentration.

Level One: Fast and Easy (Depending upon the breadth and depth agreed upon, this readiness review could be completed within 30 days)
A cross-section of executives, managers, and professionals within your organization will be asked to contribute their thinking, plus provide documentation outlining past actions and future ambitions, along with current plans and results relevant to strategic customer success.

Level Two: Deeper and Wider
Building upon the actions of Level One, a Level Two readiness review investigates all five links internally, plus adds actual customer input to confirm assumptions, increase both validity and reliability, and strengthen the case for change.

Level Three: The Whole Shebang
This level adds competitive analysis and/or field observation of your frontline people in action to the findings of Level Two. If high risk is an issue, this is the option of choice.

Whatever readiness review you choose, your satisfaction is guaranteed.
Want to Learn More?
Contact Alex at 239-671-0740.
Alexander Consulting
5248 Fairfield Drive | Fort Myers, FL 33919
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Readiness Review
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