Let's build a successful intranet. Together.
(And then keep making it better.)
Client Success Program Overview
Our Client Success Program is a subscription benefit designed to help our clients drive organizational success with Synthesis. Every year, your dedicated Client Success Manager (CSM) will partner with your leadership team to select the 3-5 business priorities that you would like to achieve with Synthesis over the next 12 months. Your CSM will then guide relevant stakeholders through our 5-step program for achieving your goals. Along the way, we’ll provide everything from sample success metrics to detailed playbooks outlining the people, process, and technology that are crucial to achieving your business goals.
Throughout the year, we’ll connect you with other clients that are embarking on the same journey through semi-annual workshops and monthly webinars. To learn more, check out our KA Community Overview page.
Step 1: Discover Top 3-5 Business Priorities
Your dedicated Client Success Manager (CSM) will partner with your leadership team on an annual basis to identify the top 3-5 business priorities that are most meaningful to your firm. Simply put, your goals are our goals. By taking this simple and important step at the beginning of the process, we can ensure mutual alignment around successful outcomes. To facilitate this conversation, we have developed an Intranet Maturity Model. The model outlines the 13 most common business priorities across our client community.
Step 2: Identify Stakeholders
Next, we will work with your team to ensure that we get the right people in the room. In other words, we will collaboratively identify the players at your firm that will be involved in making your goals a reality. We will outline everything from who is responsible for the day-to-day program management, to who should be consulted during major milestones along the way.
Step 3: Establish Success Metrics
Establishing success metrics at this early phase ensures total alignment around the desired state. We ask the question, “when we look back in 12 months, how will we know that we succeeded?” For each of the business priorities outlined in the Intranet Maturity Model, we offer sample metrics based on “best-in-class” performance across our client community. These metrics can then be customized to meet the unique needs of your firm.
Step 4: Create 12-Month Roadmap
After establishing success metrics, we work with your team to break these metrics down into quarterly milestones. Your dedicated Client Success Manager (CSM) will then personally train your team on proven best practices, tools, and tactics. Your CSM will continue as your trusted advisor as you execute against your roadmap throughout the year.
Step 5: Measure Success Quarterly
By this point, we know where you want to go (success metrics), and how you are going to get there (12-month roadmap). Now, it’s just a matter of checking in at regular intervals to evaluate whether you are on track, and make any necessary course corrections. The Quarterly Business Review (QBR) gives us a chance to meet with key stakeholders to discuss performance against quarterly goals, bright spots, challenges, and ideas for the coming quarter.
Repeat the cycle. Year after year.
The Intranet Maturity Model is based loosely on Maslow’s Hierarchy of Needs. In other words, our work is not finished after year one. The Client Success Program is a continuous improvement program, and you have our support year-after-year as we continue to collaborate around your firm’s ever evolving objectives.
