OVERVIEW

Full-Lifecycle Customer Success

Sell on Value. Renew on Proof.

Conventional customer success platforms keep CSMs busy with plenty of tasks and workflows, but do they actually enable customer success? Not really. That’s because these tools do little to actually tie together sales and customer success as one “steel thread” process that connects:

Value Selling

Where sellers position outcomes that can be achieved for the customer.

Value Delivery

Where implementation and onboarding teams deliver on these promises.

Value Realization

Where CSMs measure and prove that outcomes were achieved.

Close More Deals with
Collaborative Deal Management

Build trust in the sales process by collaborating with prospects around their desired business outcomes–all within a co-branded, shared space called a bridge. By providing visible proof of your commitment to your buyer’s business goals, you’ll earn trust, build mutual accountability, and move deals forward.

Share success plans, supporting assets, and relevant metrics directly within a bridge.

Create bridge templates to simplify and scale outcomes-based selling.

Know how often prospects view bridges and when they last engaged.

Communicate with prospects directly within bridges with rich commenting.

Coordinate Handoffs to Ensure
Delivery Against Outcomes

Once a deal has closed, keep outcomes at the center of the relationship throughout the entire customer lifecycle. Invite a CSM or onboarding specialist into a MetaCX bridge to transfer knowledge and coordinate an onboarding plan. The bridge then serves as a record where everything related to the deal is captured and relayed to relevant stakeholders.

Invite internal teammates to a bridge via email or by sharing a simple link.

Optimize internal resources by implementing a standard process for handoffs between teams.

Assign start and end dates to success milestones to track how customers are progressing towards outcomes.

Gain real-time insight into when customers are veering off course so that you can take immediate action and ensure success.

Retain and Expand Customers
by Proving Your Impact

MetaCX’s robust data architecture allows you to track value realization and progress toward outcome achievement. Capture and organize customer activity across all systems and data sources to gain a complete, unified view of the customer experience. By doing so, you can prove you’ve delivered on the outcomes promised to lock in future growth.