Leading Cloud Managed Service Provider Builds Customer Success Champions, Amplifying Their Customer Centricity And Strategic Mindset
With AntWalk’s Amplify, the client has unveiled the true potential of its Customer Success Team with an 8-week-long Customer Success Excellence Program
The Challenge
The client wanted to upskill its Customer Success team to build profound relationships with the existing customers and explore new opportunities. The team wanted to learn the ‘Art of Account Mining’ to leverage the unique information they had about their customer base and derive additional business value from it. Additionally, they wanted to overcome the many challenges faced due to hybrid work settings and tackle people and teamwork conflicts across verticals of the organization.
The Solution
The client chose AntWalk’s Amplify to turbocharge its employees with hands-on experience in account building and critical thinking. The client needed a customized solution, alongside accomplished experts who are aligned with the company’s business objectives and industry landscape. The live cohort classes and contextualized curriculum helped the Customer Success Managers boost customer satisfaction and retention, resulting in proven ROI on the program.
The Results
AntWalk’s Amplify Program has given the client’s Customer Success team a positive shift in the mindset, enhancing their problem-solving and account mining skills that will result in revenue generation through upselling and cross-selling activities. The learners also learned to perform extensive upfront diligence before client interaction and demonstrated visible trust, accountability, ownership, respect for leadership, and effective communication amongst them.
Thanks to AntWalk for delivering a customized program to suit our business needs and enhance the knowledge of the Customer Engagement Team. I have seen this as one of the best programs delivered, AntWalk took extra efforts to get the right mix of Subject Matter Experts.
— Sr. VP– Head Global Customer Engagement
CUSTOMER OVERVIEW
The client is a visionary Cloud managed services company specializing in mission-critical workloads of large enterprises with stringent compliances. They cater to 60+ Fortune 500 companies in 25 countries with adherence to local and global compliances.
INDUSTRY:
IT Services and IT Consulting
EMPLOYEES:
1000+
HEADQUARTERS:
Asia-Pacific
Learning Solution:
Desired Project Outcomes:
- Building a Problem-Solving Mindset and Critical Thinking Muscle
- Defining Product Value Proposition and Gathering Customer Intelligence
- Learning the ‘Art of Strategic Account Planning’
- People, Teamwork and Conflict Resolution
- Stakeholder Engagement and Management
The Challenge
- Account Mining: The competition for cloud vendors is at an all-time high. To compete, customer success teams must leverage the unique information they have about their customer base and derive additional business value from it.
- People and Teamwork Conflict: Since companies have adopted a hybrid work model, misalignment across different verticals is a frequent occurrence. While the intention is always to build on client relationships and explore new business opportunities, in some cases, customer success managers often experience firefighting.
- Mindset Differences:: With differences in opinions, teams seldom indulge in unproductive email wars, adding to their stress levels and well-being.
- Stakeholder Mismanagement: In businesses, it’s very common to experience disagreements with internal and external stakeholders due to internal processes.
The Solution
20+ Live
Cohort Classes
8 Handpicked Industry Experts From IT/ITES, Customer Success, Account Management & Emotional Intelligence
Contextualised Curriculum Across 6 Competencies
Application-Oriented Program Through 10+ Hands-On Activities
AntWalk created a “Custom Amplify” solution for the client to address these challenges.
- Building a Problem-Solving Mindset and Critical Thinking Muscle
- Used problem statements around customer satisfaction and retention and built Mutually Exclusive, Collectively Exhaustive (MECE) issue trees.
- Prioritized issues identified using 2 by 2 Matrix.
- Defining Product Value Proposition and Gathering Customer Intelligence
- Defined Product Value Proposition for offerings across relevance, value, and distinction.
- Performed Competitive Benchmarking for 3 of the top competitors through Process Benchmarking, Strategic Benchmarking & Performance Benchmarking.
- Learning the ‘Art of Strategic Account Planning’
- Conducted workshops to design and implement 6-step strategic account building for large clients.
- Mapped key external stakeholders and their relationships.
- People, Teamwork, and Conflict Resolution
- Ran individual Behavioral Assessments to identify “who you are” as an individual and how your teammates might perceive you.
- Conducted workshop on conflict management using real-life case studies.
- Stakeholder Engagement and Management
- Defined and implemented custom dashboards to measure and deliver impact across functions.
- Focussed on how both the organization and individuals understand the value of customer feedback and take measures to enhance their experience.
It was a well-balanced program with the correct mix of subject matter experts. The sessions were quite engaging and our perspective toward customer success has changed for good. Kudos to everyone.
— AVP Customer Success, AntWalk Cohort Learner
The Impact
- A positive shift in the mindset of team members with a significant focus on problem-solving and account mining that will result in revenue generation through upselling and cross-selling activities.
- Successful in building deeper client relationships and performing extensive upfront diligence before client interactions.
- Visible trust, accountability, ownership, respect for leadership, and effective communication among team members.
Why AntWalk AMPLIFY
The success of a company is positively aligned with the success of its workforce. Keeping this in mind, the client decided to invest in its workforce development. With AntWalk’s Amplify – Customer Success Excellence Program, the client was able to unveil the true potential of its Customer Success Team with contextualized curriculum delivered by industry experts.
This resulted in positive business outcomes and steep professional growth of the employees, aligning their future goals. By associating with AntWalk for the Amplify program, the client took a greater step forward to join us in our mission to create an intelligent workplace with happier and more fulfilled employees.