Customer Experience
Customer Experience
REAL WORLD EXPERIENCE. IMPACTFUL RESULTS.
At Next Orbit, we believe in the power of customer success as a core business driver and differentiator. We've collaborated with companies at all stages—from sprightly startups to established giants—tailoring our approach to meet each unique need. The path to effective customer success is filled with diverse challenges. Whether you're grappling with inefficient customer onboarding, extended onboarding times, high customer churn, or struggles in scaling customer accounts, we're here to help. Many businesses also need help with addressing internal challenges such as team alignment, bandwidth limitations, inconsistent customer experiences, or difficulty in measuring success metrics. Our expertise lies in pinpointing the underlying issues and turning them into catalysts for growth and enhancement. We tailor our strategies to each stage of your company's journey, ensuring that your customer success is streamlined for maximum impact, whether building from the ground up or enhancing existing practices.
Our Expertise
Customer Success Strategy
Our Strategy Consulting is centered on practical, actionable strategies that integrate customer success deeply into broader business operations. This approach ensures that each project enhances customer outcomes and advances business objectives. By collaborating with customer success and cross-functional teams, key areas for development are identified, and solutions that are both effective and sustainable are implemented. Leveraging extensive expertise, a robust foundation for growth and adaptability is established to meet evolving market demands. Examples of our work include:- CS Work Architecture Design - CS Metrics and OKRs - Compensation Structure - Customer Journey Mapping - CS Hiring and Employee Onboarding Process Design
Customer Success Operations
We specialize in optimizing Customer Success Operations by integrating and leveraging ecosystem tools like CRM and various customer success platforms. Our expertise ensures that your customer success teams are equipped with the tools they need to be highly productive and effective. Leveraging our automation expertise allows for simplified workflows and amplifies the impact of customer success initiatives, making every interaction count.Example work includes: - CRM and Customer Success Platform Implementation - Playbooks Design and Training - Designing and Running Customer Campaigns - Survey Design and Management - Constituting and Running the Customer Advisory Boards
Professional Services and Technical Support
We are well-positioned to become an integral extension of our clients' professional services or technical support teams. Our team of technical experts offers adaptable expertise, crafting custom solutions to meet end-customer's diverse needs. We delve deeply into understanding our clients' products, customers, and specific customer needs, guaranteeing a comprehensive knowledge of what's offered. We focus on enhancing efficiency and effectiveness by reducing Time to Value (TTV) and improving Mean Time to Response (MTTR). We proactively work on expedient onboarding, develop custom integrations, and provide preemptive support to address potential issues before they escalate.We're your partners in driving customer success through technical excellence.
Outcomes as a Service
Our Outcomes as a Service model is designed to comprehensively manage and enhance our clients' post-sale business segments. We are fully equipped to handle new customer onboarding, maintain ongoing customer relationships, and manage digital engagement strategies, employing broad-reaching communications that mirror sophisticated marketing campaigns. Our service extends to orchestrating renewal processes and engaging with at-risk customers, actively working to regain their confidence. Acting as an extension of our clients' teams, we serve as their eyes and ears on the ground, gathering critical customer feedback on products, processes, and market conditions - including insights on competitive threats. In addition, we offer both fractional and full-time Customer Success leadership support, strategically guiding teams to drive crucial business outcomes.
Why Choose Us?
We have direct field experience working with a broad spectrum of companies, from smaller startups to large multinational corporations. We’re proud to have contributed to the success stories of leading technology firms and budding startups that have achieved coveted unicorn status.
We don’t just offer advice – we take full responsibility for delivering exceptional results, provided our clients are ready to walk the path with us.
We go beyond typical consulting norms. Not only do we help you formulate effective strategies, but we also assist in executing them by delivering ‘Customer Success as a Service.’
We believe in proving our worth before you commit to a long-term contract. Start with a smaller contract, experience our service quality, and then deepen the relationship based on our proven success.
If cash conservation is a priority for you, we’re open to creatively structuring a package that delivers maximum value while keeping your cash flow in mind. In the end, our goal is not just to meet but exceed your expectations, driving customer success that makes a real difference to your bottom line.
