Product Adoption
+46%
Improved Net Revenue Retention
120%
NPS improvement
+28
About Voyado
Voyado is a pan-European customer experience platform built exclusively for retail, serving more than 400 brands across 100 markets. As the company scaled internationally and moved upmarket, retention, expansion, and product adoption became increasingly important drivers of long-term value.
To support this next phase of growth, Voyado partnered with Verdane Elevate to further mature and institutionalise its Customer Success organisation.
Project challenge
Customer Success had been mostly ad-hoc and with little strategy and guidance on goals and structured ways of working beyond onboarding of new customers. Whilst retention and expansion of existing customers had been good, Voyado wanted to secure this for the future of their growing customer base as well.
Results
- Refined and aligned strategy for CS
- Clarity around roles and responsibilities across customer teams
- Improved org structure and ways of working
- Tracking of new data, KPIs and metrics to identify risk and opportunity in customer base
“With Elevate’s support, we built a Customer Success organisation that truly understands our customers — and that gives the business confidence to scale”
Charlotta Persson
Head of Customer Success, Voyado
Key value creation Initiatives
CS Assessment
Customer Success assessment that helped identifying key areas of improvement
Customer Base Review
Reviewed current state of Voyado’s customer base
Customer Journey Workshop
Planned and facilitated workshop on customer journey mapping that helped identifying friction in further driving product adoption
Customer Health Scorecard
Provided the necessary building blocks and best practices for developing a Customer Health anatomy and scorecard
Customer Lifecycle management playbooks
Supported in development of playbooks and structured ways of working for customer lifecycle management
Customer Care Committee
Formed part of the ‘Redefine Customer Care’ steering committee to support management and key stakeholders throughout the execution
