Customer Retention

Customer Retention

It's time to work deeper with your existing customer base!
I can help define and operationalize Customer Success (CS) strategies and programs to drive customer retention and revenue growth.
This is a 1-hour consulting call where we will discuss your desired related retention and upsell topic.

The best way to prepare for the call is to:
— Clearly outline your problem/opportunity
— Come prepared to discuss what you have tried in the past and any metrics you have to share.

Who am I?

Hi! I’m Kateryna Gordienko.

I have over 12 years of experience in Customer Success in B2B SaaS. I have successfully established Customer Success and Support processes from scratch, leading to improved customer retention at my current company, which boasts a large customer base.
Under my management, we achieved a Net Revenue Retention (NRR) of over 100%, a Customer Satisfaction Score (CSAT) of 100, and a Net Promoter Score (NPS) of 70 at my current company.

Currently, I work full-time as the VP of Customer Success at YouScan. In addition to my role, I also advise start-ups, write blog CS українською, and develop the Customer Success community CS українською.

Visit my Linkedin for more details.

I typically have weekly coaching sessions with founders or first-time Customer Success leaders at B2B SaaS companies.

Areas of Expertise:

  • Customer Journey Mapping

Understand the stages your customers go through when interacting with your company to improve their experience and guide them to business outcomes.

  • Onboarding and Review Programs

Implement strategy and playbooks that help you better understand customer needs, deliver value for customers, predict churn and find opportunities to customer grow.
Build step-by-step processes to guide your customers to their business outcomes.

  • Building aligned processes between CS-Support-Sales-Marketing-Product

  • Mentoring rising CS leaders

Сфери продажів:
IT sales strategy in B2B
IT sales strategy in B2C
Outbound Sales
Inbound Sales
Автоматизація продажів
Холодні продажі / cold outreach
Лідогенерація / Lead generation
Customer success management
SalesOps
Продажі навички:
ICP and buyer persona creation
Tools for sales automation
Lead validation and qualification
Customer journey map in B2B
Customer journey map in B2C
Вихідні продажі / Outbound sales
Багатоканальний підхід
Переговори
Customer care навички :
Дзвінки
Онлайн-чати
Email
Соцмережі та месенджери
Організація служби підтримки
CRM-системи
SLA
Внутрішній контроль якості
Планування трафіку
Рейтингування співробітників
Скрипти, шаблони
Оцінка взаємодії з клієнтом (CES, CSAT, NPS)
Онбординг / навчання
Бази знань
Customer journey
Автоматизація, self-service
e-NPS підтримки
Управління бюджетом
Аналітика
Мова:
English
Українська
Німецька
Іспанська
Франузька
Швецька
Фінська
російська
Індустрії:
B2B
B2C
SaaS
Marketplace
Fintech
Crypto
Enterprise
Healthcare
AI / ML / Big Data
eCommerce
Advertising
Marketing
Education / Edtech
Web3
Metaverse
Mobile apps
Gamedev
Automotive
Retail
Real Estate
Banking
Insurance
Cyber Security
HR
Media
Sustainability / Eco
Governmental
Betting / Gambling
FMCG
eDocuments
HoReCa / Hospitality
DeepTech
Telecom
Відсоток на ЗСУ (крім комісії платформи 20%): 100

Публічна розмова (0)

Ви повинні увійти щоб надіслати новий коментар.