Customer Success is a watershed.

Chris Bové offers VP-level leadership of global teams, strategy & operations.

No matter the scale, the building and leading of a Global Community, backed by an interconnected Customer Success team, is a true joy. 

Yes... Drive with data. 

Yes... Companion with AI. 

But... Lead with empathy.

This is now a human-first industry augmented by AI and automation tools that will do all those fun, deep-metric-y things you're looking for: 

• boosting adoption
• rescuing revenue
• mitigating churn
• delighting customers

[View Chris Bové's CV]

Users realize a company's strength through its Community.

Customers have less patience today. They want to see immediate value. They want a proactive, resource-rich environment that supports its products. 

Your Community can provide this internally to stakeholders through EoV (evidence of value) as a metric. Gone are the days where your Community is just there to regurgitate the value props put forth by the marketing team. It can now be a truly proactive growth tool. 

It starts with progressive adoption, and runs consistent learning (called "everboarding"). Then...

• Deploy onboarding to net-new. 
• Craft customer enablement. 
• Support it with conversational AI. 
• Connect it to CRM and your Support Teams for a seamless CX.

[Learn more about Community]

The company's own consultants on strategy + tech.

The Professional Services Org is the specialized consulting and implementation arm of the company. It helps customers get the product configured, adopted, and delivering real value. 

This is highly necessary for complex deployments, either for strategic accounts or for when the product itself is complicated.

The PSO team's mission may vary, but here are the bullets:

• Set up success from Day 1. 
• Accelerate measurable ROI
• Project-based customer-focused consulting
• Get in, get out. Let Support and CS handle the rest.

[Learn more about PSO]

Helping customers find value so that they stay.

When CS is siloed, it fails. When the entire company owns it, with trusted handoffs to/from various teams, it is highly effective as an engagement framework. It smashes renewal records and closes OKRs in the full spectrum LAER workflow. 

Chris Bové can help you evaluate your company's CS strategy. You'll start with the desired customer outcomes, then design and drive the strategy to achieve them. 

• Set the tone with progressive adoption
• Create proactive engagements
• Work 1:1 to help them achieve the success they deserve.

[Learn more about CS]

The new strategy is upgrading from LAER to LASER.

Digital Customer Success is evolving too quickly to hold on to strategy from even 2-3 years ago. The targets of proactive reach-out include customers, users, freeware usage, and also much more segmentation in Enterprise, Mid-Market and SMB. 

Leverage AI-companioned workflows, automation, and human-touch Digital CSMs. Examine scaled workflows. Reconfigure Customer Journey for LASER.

Scale is determined by the levels of tech-touch and hybrid engagement a company can support.

[Learn more about Digital CS]

USERS (not customers) are your strongest influencers of retention.

Times are changing. Customer Success is outgrowing itself. CSMs often see in B2B that the role of the customer is merely the purchaser. The most important influencer of renewals are the users of that purchase, and users are largely ignored by many companies running their CS processes. 

The changes in sentiment and approach between these two roles is vital. It requires different enablement materials; different tactics in proactive reach-out; and different playbooks that drive success.

[Learn more about US]