Customer Success Optimisation

Customer Success Management (CSM) is a strategic approach to helping end-users achieve their goals and maximise the value of a product or service. While technology supports the process, success relies on human expertise, empathy, and relationship-driven interactions. 

At Sinesis, our CSM design process starts with aligning business objectives through stakeholder workshops with the CSM function's goals and objectives. From there, we build the core operational framework, covering customer segmentation, engagement models, portfolio structures, compensation models, recommendations for technology requirements and more, to create a tailored, scalable customer success function. 

Rapid technological advancements, such as AI and Automation, have profoundly impacted Customer Support organisations, reshaping operating models and presenting new challenges. Embracing this shift requires rethinking processes and workforce structures and strategically implementing technology to boost efficiency and elevate customer experience. 

Sinesis helps clients design an optimised support function that seamlessly integrates new technologies at a pace that minimises disruption to daily operations while enabling scalable growth through a comprehensive four-phase approach (see below).