Customer Success Strategy (CSS)
We help transform support into success by building the metrics, goals, processes and training that enable customer success teams to perform at their peak.
Voice of the Customer (VOC)
Your customers are talking – are you hearing what they’re telling you? We can help you obtain insights into their satisfaction and loyalty to your brand.
Customized Coaching and Planning
Voyant provides its customers insights and guidance that will help them drive measurable performance.
our leadership team
the voyant blog
Our latest blog posts
Neil Sedaka said it best in the title of his 1975 hit song: “Breaking Up Is Hard To Do.” Nearly all of us have been there at one point in our lives or another. Leaving a relationship can be difficult and painful, but in many cases it’s the best thing for both parties. Interestingly, the[…]
Carolyn Kick wrote this post for the Synap Labs blog on July 18 Most people understand the individual goals of sales and customer success (CS) teams. But when it comes to how these two team’s operations intersect—it can quickly become confusing. Aligning sales and customer success is no easy task. More often than not, sales[…]
In understanding what customer success is, it’s also important to understand what it is not. Customer success is often confused or conflated with both key account management (KAM) and customer support. In a previous post we wrote about the differences between KAM and customer success. This post will show the major differences between customer success[…]
Scaling for SMBs Even though all customers are important to a business, some customers are more important than others. Small/medium sized business (SMB) customers do not have the same economic impact or potential for revenue expansion as a larger enterprise-level customer. In the early days of any business, you want to be as close as[…]
When it comes to managing relationships with your customers, the old axiom still holds true: “Change is the only constant.” Because you know things will change in your relationships with your customers, your customer success teams need to be proactive in managing the relationship. Being proactive means having a good plan on how to capitalize[…]
Jeremie Bacon wrote this on May 15 In today’s increasingly complex and competitive business environment the need to develop deep customer relationships more important than ever. Along with this trend, the development and maturation of key account management and customer success are easily two of the most important changes in selling and servicing customers over the[…]
Customer Success teams cannot succeed if they are operating in a vacuum. I will repeat this statement: Customer Success teams cannot succeed if they are operating in a vacuum. When building customer success teams, how do you make sure they never enter into that “vacuum”? Customer Success as a department has not been around for many[…]
How is your relationship with your customers? Are there areas of concern or pockets of excellence that exist in your relationship? Unfortunately, many companies these days can only answer these questions using their gut feel, rather than objective data. Companies need to take a deeper look into the available data in order to gauge the health[…]
Our last post focused on listening, but that’s only part of the story. Action must follow listening. Companies can do this by implementing a customer feedback loop. The Customer Feedback Loop Any effective improvement plan for your business should involve analyzing, measuring and acting upon customer feedback. This process is known as a customer feedback[…]
Throughout my career, I’ve worked with many companies that talked a lot about building a “world-class customer experience”. This is usually followed by much vigorous celebration and an immediate plunge into hard work, project plans, and change management. It all sounds great, but some companies end up putting the proverbial cart before the horse. To[…]