The Impact Of A Growth Molecules Engagement On Virtuous’ Customer Retention & Growth
Customer Success Growth with Growth Molecules
CLIENT OVERVIEW
“Our partnership with the Growth Molecules team has resulted in an invaluable strategic plan that I use to guide our business. Things for our team are now falling into place.”
The Scenario
The Virtuous Customer Success team was at an inflection point, poised for significant near-term growth and customer expectations. With two new products on the cusp of launching, while nurturing a growing install base, the Virtuous team required a prioritized roadmap of strategic initiatives for the next 18 months. The team needed to be well positioned for scale and to continue to meet and exceed onboarding targets and customer satisfaction.
Virtuous and Growth Molecules partnered to develop a comprehensive Customer Journey Map, bringing together core leaders from across the business to build a holistic, proactive, and prescriptive journey for customers. By understanding how customers should feel at each step of the journey, what actions are required, and who will own those actions, the customer journey has become a seamless process internally, which yields a cohesive experience for customers externally.
To address these challenges, four goals were identified for the project:
• Hit Retention & Revenue Targets
• Develop a Strategic Initiatives Roadmap
• Elevate Customer Experience & Satisfaction
• Prepare For Consistent Execution at Scale
"The Growth Molecules team assessed our business to understand our unique challenges & goals. They leveraged their expertise to craft a plan to help us achieve our vision. As a result of the strategic recommendations and customer journey map workshop, we are seeing substantial increases in customer retention in our Gross Dollar Renewal and Net Dollar Renewal Rate performance metrics."
the results
The Virtuous Customer Success and Leadership teams partnered with Growth Molecules on a Diagnostic Assessment and a two-day onsite / in-person Customer Journey Mapping Workshop, resulting in the following:
Project Outputs:
- An 18-month prioritized strategic recommendation framework to guide the Customer Success team operational roadmap
- Actionable insights into the biggest challenges and opportunities for employees and customers
- Cross-functional alignment with Marketing, Product Management, Sales, Operations, Professional Services, Support, & Training
- Categorized and stack-ranked Customer Journey initiatives with action plans and ownership to ensure execution post-workshop
- Tactical prioritization framework to determine reach and impact of initiatives for strategic decision-making
Business Outcomes:
- NRR increased by 7% in less than 3 quarters post-engagement
- GRR increased by 5% in less than 3 quarters post-engagement
- Time to value reduced by 63%
- Onboarding duration reduction: 4.5 months to 50 days
- 96% customer satisfaction score
- Launched systems integrator partner hub
Virtuous is now poised for durable growth with internal departments aligned on the mission of customer “thrillment.”
About
Growth
Molecules
We are a management consulting & technology services firm that offers proven strategies, AI-driven workflows, & expert execution across the entire customer lifecycle journey. We offer integrated, scalable solutions for B2B technology companies to protect & grow their recurring revenue. We do that in three ways:
- We Assess: We discover your current capabilities.
- We Prescribe: We define new solutions.
- We Execute: We implement revenue impact.
We have been in your shoes: Our team of award-winning strategists are former global revenue leaders who understand what it takes to get scientific about their revenue.
Contact Us today to get started on your Customer Success Optimization Journey
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