How Customer Success Builder Works

1. Prioritize

Collaboratively assess your team against core drivers of Customer Success team performance to prioritize your largest improvement opportunities.

2. Plan

Plan specific actions your team can take to capture improvement opportunities.  Select from a list of recommended actions or add your own.

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3. Track

Easily track together your action execution and performance progress to ensure you successfully capture your improvement opportunities.

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Customer Success Builder Expert Panel

The assessment framework and action library included in the Customer Success Builder is based on the input of a panel of 15 Customer Success experts and consultants.  The solution reflects the collective input of all panelists into a multi-stage Delphi panel, and not the individual perspective of any particular panelist.  Below are some of the panelists who participated - some of whom offer services which may be useful to you.

Adrian Swinscoe

Adviser and Author

I'm a huge fan of organisations that do great things for their customers and an adviser to many wanting to achieve their own greatness. I'm also a lover of simplicity and advocate of the human touch with a bit of really useful technology thrown in.

Dan Steinman

Chief Customer Officer, Gainsight

Providing the world's leading Customer Success technology solution while creating and curating the thought leadership and best practices that contribute to the growth and maturation of the Customer Success community.

Ed Powers

Principal Consultant, Service Excellence Partners

I help cloud computing companies increase customer loyalty and business performance through "mindful" customer experience management, Customer Success strategy and practice, process improvement, and strategic management systems.

Emilia D'Anzica

Vice President Customer Engagement, WalkMe

WalkMe is a digital adoption platform for user onboarding & continuous customer engagement. SaaS vendors that utilize WalkMe report a significant increase in Free-to-Paid conversions and a boost to Customer Lifetime Value. 

Grace Boyle

Director of Customer Success, FullContact 

Ian Golding, CCXP

Global Customer Experience Specialist, Customer Experience Consultancy Ltd

Ian advises leading companies on CX strategy, measurement, improvement and employee advocacy techniques and solutions across multiple industries including retail, financial services, logistics, manufacturing, telecoms & pharmaceuticals .

Lynn Hunsaker

Customer Experience Transformation Strategist, ClearActionCX

Dashboard actionability assessment, online customer-focused communication course modules (assumptions, listening, questions, intended outcomes, trusted advisor/partnering), customer health scorecard methodology, customer experience maturity roadmap.

Omer Gotlieb

Co-Founder, Chief Customer Officer, Totango

Totango provides a data driven Customer Success Platform to make sure you align your company with your customers

Peter Armaly

Principal Transformation Advisor, Oracle Marketing Cloud

Senior-level Customer Success professional with extensive experience working with wide-ranging clients of both SaaS and On-Premise business models. Visionary leader and speaker in Customer Success industry.

Peter Lavers

Director, Customer Attuned Ltd

We help our clients build better B2B customer relationships based on trust and working together for mutual commercial benefit. Our tools help you become more customer centric; build quality relationships; optimise channels; and develop your staff.