Capacity Planning
Quantify Customer Success, Scale Your Growth
How Do You Quantify Customer Success?
I've been in the trenches of customer success for years, guiding teams, and advising leaders on how to navigate the complexities of ensuring customer satisfaction while driving sustainable growth. It's a question that's echoed through countless strategy sessions: how do we quantify our efforts in customer success? And more importantly, how do we easily pinpoint where our efforts are yielding results and where we can optimize for even greater impact?
The need to showcase the outcomes of our customer success initiatives has become increasingly apparent as the landscape evolves and expectations stay high. Yet, the resources available often fall short. Google searches yield generic insights, lacking the depth and nuance required to truly educate and execute on an approach.
So, I began building a capacity model tailored to the unique demands of quantifying customer success. Drawing upon my experiences, I refined the framework to its essence. With each iteration, I stripped away extra layers and developed a tool that fosters stronger alignment between strategy and execution.
The journey wasn't just about creating a static model; it was about fostering a culture of collaboration and transparency across the organization. As I have shared pieces of my approach on platforms like LinkedIn, the demand for templates and guidance became resoundingly clear. Thus, I crafted a course to provide tools and empower teams to leverage them collaboratively, from the executive suite to the front lines.
The result? A roadmap that not only minimizes last-minute surprises but cultivates trust among stakeholders and accelerates execution. It's a testament to the power of strategic capacity planning in customer success – a journey I invite you to join me on.
The need to showcase the outcomes of our customer success initiatives has become increasingly apparent as the landscape evolves and expectations stay high. Yet, the resources available often fall short. Google searches yield generic insights, lacking the depth and nuance required to truly educate and execute on an approach.
So, I began building a capacity model tailored to the unique demands of quantifying customer success. Drawing upon my experiences, I refined the framework to its essence. With each iteration, I stripped away extra layers and developed a tool that fosters stronger alignment between strategy and execution.
The journey wasn't just about creating a static model; it was about fostering a culture of collaboration and transparency across the organization. As I have shared pieces of my approach on platforms like LinkedIn, the demand for templates and guidance became resoundingly clear. Thus, I crafted a course to provide tools and empower teams to leverage them collaboratively, from the executive suite to the front lines.
The result? A roadmap that not only minimizes last-minute surprises but cultivates trust among stakeholders and accelerates execution. It's a testament to the power of strategic capacity planning in customer success – a journey I invite you to join me on.
Course Content
Complete Course - $149
You'll Get...
What People Are Saying
Quotes from CS Leaders who have completed the course.
Proactively Plan for Growth
"Leadership likes to talk about customer success being expensive without considering the impact a change in staffing makes on growth and retention. This model helps explain why things will start to fail, how to predict it in the budget cycle and work to get the money in the cycle before we need it."
Ensure Buy-In
"The capacity model helped me see where I need to start planning and what conversations I need to have so I ensure buy-in from the individuals who are partnering with me to enhance our CSM offering."