Customer Success Initiative

Definition of Service Excellence:

Maximize customer realized value/success through the use of our products and services.

Continuous Improvement Model

Executing on service excellence is no small task. It often involves a shift in perspective, strategy, culture, and leadership. Members are currently working on a touch point model and desired outcomes, as well as techniques for understanding and improving the customer experience. We aim to reduce value erosion and maximizing value addition by exploring:

  • Strategy
    • Building customer empathy
    • Do you have a brand promise? Are you fulfilling it?
    • Transitioning from customer support to customer success
  • Continuous Improvement Model (image right)
    • Understanding the Customer Experience (CX)
    • Assessing and designing improvements
    • Measuring impact



Benefits of Membership


KCS Principles and Core Concepts. The foundation of the methodology.

KCS v6 Practices Guide
A comprehensive how-to guide.

KCS v6 Adoption Guide
A step-by-step approach for planning a KCS adoption.

Please visit The KCS Academy for more KCS resources including case studies.

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