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.
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Our latest blog posts
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. Listening has to be followed by action in order to make it effective. Companies can do this by implementing a customer feedback loop. The Customer Feedback Loop Analyzing, measuring and acting upon customer sentiment — known as a customer feedback loop —[…]
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[…]
Before diving into a program or initiative, it’s always good for a company to have a common definition to work toward. This is especially true when speaking of customer experience. Customer experience is a very hot topic these days in companies across many industries – from packaged consumer goods to B2B software. It can mean[…]