Finding the Golden String: A Guide to Client Success

Andrew Dymski

19 Nov 2024 — 1 min read

“How do we shorten the client’s path to value?”

As a client service lead, this question has been my primary focus. The faster you deliver on your value promise, the longer the client will stay with you.

The Importance of Client Priming

For a client success team to deliver a fast path to value, the client needs to come into the engagement primed. This priming happens through alignment across departments, with everyone preaching the same message and pointing to the same process.

I call this alignment the Golden String. You unlock it when the messaging in your marketing, sales, onboarding, and fulfillment all aligns.

Key Components of the Golden String

1. Marketing

Clearly identify the client’s problem and pain points
Preview the journey to overcome these challenges
Present the next step in the process, tied to a value message

2. Sales

Build on trust established through marketing
Ask questions that agitate pain points
Connect client’s situation to specific steps in your client journey
Provide clear next steps

3. Onboarding

Retain context from sales conversations
Collect essential information from clients for fulfillment
Deliver on promised experience
Over-communicate and clarify success plan

4. Fulfillment

Refer back to the success plan regularly
Provide activity and outcome updates
Remove distractions from delivering value
Address changes in priorities directly

Key Takeaways

Set clear expectations at each phase
Contextualize expectations through good questions and efficient handoffs
Keep the team focused on the promised outcome
Maintain client focus on the agreed-upon process

Remember: Life is easier for everyone when the Golden String is in place.

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