My Services
Working Toward Customer Success
I work collaboratively with your team to understand the real barriers to success from the people who know best, and we work together to define the processes, people, and technology you need to deliver meaningful outcomes and an experience that will delight your customers. We then define a way to measure customer health over time, ultimately ensuring customer experience gets better and better!
Customer Success
Workshops
Two days of workshops to review basic Customer Success concepts and work together to build:
Initial framework for Customer Journey map, illustrating how you wish to interact with your customers post-sale, including manual and digital touchpoints
Initial framework for Customer Health metrics tailored to your customer base
(~2 days + preparation)
Customer Success
Activating Workstreams
Includes Customer Success workshops plus:
Deeper build-out of Customer Journey
Deeper build-out of Customer Health methodology, including thresholds
Identification of process gaps between ideal state and current reality
Prioritization of gaps needing to be solved and identification of owners to drive progress
Insight on long-term organization structure and planning
(~3 months)
Pricing to be discussed; typically 15-20 hrs/week for 3 months
Customer Success
Operationalizing Methodologies
Includes Customer Success Workshops and Activating Workstreams services plus:
Hands-on management to make progress toward delivering Customer Journey and measuring Customer Health over time
Leadership of ongoing rhythm to track progress on workstreams
Partnership with team members to operationalize their objectives, continuing to identify and solve for roadblocks
Organization design discussions with leadership team and coaching for team members as needed
(~6-12 months)
Pricing to be discussed; typically 10-15 hrs/week for 6-12 months
Additional Services
EGS Solutions, LLC has a breadth of experience in multiple technical and commercial subject areas beyond Customer Success. Please inquire if you have needs in the following areas:
Product Management strategy
Data
Analytics
Leadership development and team building
Systems Engineering & Root Cause Analysis
Go-to-market
strategy
Process development & execution
The process to get started
01
Inquire
Reach out through my "contact me" page and explain what help you need.
02
Have a Meeting
We will schedule a 30-60 minute call to talk through the problem you are trying to solve.
03
Goal Alignment
We will hone in on your overall goals and ensure we are aligned to move forward.
04
Workshop Prep
I will provide a list of team members I would like to meet with and start individual meetings to prepare for our workshops.
