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NīVRT Customer Success

Our Approach

NīVRT Customer Success Offerings

NīVRT has built unique CUSTOMER SUCCESS FRAMEWORK to drive retention, satisfaction, revenue and competitive advantage for its customers and their buyers and subscribers.
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BUILD SUCCESS

(an Advisory Services Offering)

NīVRT counsels to strategize, build and optimize its customers’ upcoming or existing Customer Success blueprint
  • Their grass-root Customer Success organization
  • Their Customer Success processes
  • Customer Success assets (incl. systems, platforms)
  • Customer Success practices
by undertaking in-depth listening, gathering information, analyzing the data, relating to your business goals to help you – “retain, grow and succeed” alongside your own customers.
NīVRT Customer Success

EXPERIENCE SUCCESS

(a Managed Services Offering)

NīVRT creates experience for each of its customer as a turnkey outsourced managed experience and success service by leveraging its Customer Success foundation. Service includes:
  • Dedicated/Designated Organization
  • Robust Governance
  • Integrated Operation

EXPERINCESUCCESS service offering includes the option to transfer the capabilities to its customers.

FORTIFY SUCCESS

(a Consulting Services Offering)

NīVRT consults on a larger scale across its customer’s organization, business and technical architectures based on the insights from study of the current state customer success.
NīVRT Customer Success
NīVRT Customer Success

EXPERIENCE SUCCESS

A Managed Services Offering, Managed Experience and Success Product, (MESP)

NīVRT builds Customer Success Flywheel (CSF) for each customer leveraging foundation from BUILDSUCCESS. Each CSF will be housed in Relationship Delivery Work Center (RDWC) wholly operated as a turnkey outsourced “Managed Experience & Success Provider” (MESP™) service on behalf of the customer. Each CSF will include –
  • Dedicated/Designated Organization (across multiple customers i.e., tenants)
  • Robust Governance (across multiple customers i.e., tenants)
  • Integrated Operation (incl. handling non-critical, critical customer requests & incidents, Comprehensive intelligent-self-learning “Know Their Business” (KTB™) capability, Self-service portals, Early Warning Systems and much more)
CSF aligns all outcomes to customers’ internal operations and functions with seamless touchpoints to delight you and your customers. ExperienceSuccess will include an option to transfer the capabilities to you as a customer.

Orchestrated Delivery

High-performance adaptation - Creating a high performing team

Complex Task suitable for High Performing Teams​

Does the complexity and criticality of this task necessitate diverse skills and collaborative problem-solving, and will it benefit from the unique dynamics of a high-performing team?​
NiVRT assists in qualifying whether customers require a high-performing team (HPT) or just a regular work group for their tasks.

We focus on analyzing the complexity, criticality, and interdependency of tasks to ensure these are appropriately matched with teams that have the necessary diverse skills.​ ​

Requirements:​

01

  • Complexity: ​Requires diverse skills, innovative thinking, and collaborative problem-solving.
  • Criticality: ​The task's importance to the organization's goals enhances team motivation.
  • Duration: ​Long enough to develop team dynamics, yet time-bound to maintain focus.
  • Interdependence: ​The task should require members to rely on each other's skills ​

Clearly defined Team Leadership and Roles​

Do the team members possess clearly defined roles, complementary skills, and the ability to adapt and empower each other to meet the evolving needs of the task and team?​
NiVRT emphasizes leadership development, helping to define clear roles and responsibilities within the team. ​

NiVRT ensures that team members’ skills are complementary and coach leaders to adopt adaptive and empowering leadership styles, creating an environment where each team member can effectively contribute and grow.

Requirements:​

02

  • Clearly Defined Roles: Ensuring no overlaps or gaps in responsibilities.​
  • Complementary Skills: ​A mix of technical, creative, strategic, and interpersonal skills.
  • Adaptive Leadership: Leadership that can flexibly adjust strategies as team needs evolve.​
  • Empowerment: ​Leaders empower team members to make decisions within their domain.

Defined Team Process and Cadence​

Is there a clear, structured process for task completion, including defined milestones, regular meeting cadences, and established guidelines for effective collaboration and communication?​
NiVRT advises on setting up efficient team processes. We collaborate with teams to establish structured workflows, clear milestones, and consistent meeting schedules. ​

Our approach aims to streamline communication and optimize collaboration, with performance metrics implemented to track and improve team productivity..

Requirements:​

03

  • Defined Work Process: ​Clear milestones and deliverables.​
  • Regular Meetings Cadence: Balance between formal progress checks and informal check-ins.
  • Collaboration Guidelines: Encourage open communication, constructive feedback, and conflict resolution.
  • Performance Metrics: Established metrics to track progress and identify areas for improvement.​

Activities to drive Team Trust and Personal Accountability ​

Has the team invested in building trust through activities that promote open communication, psychological safety, and personal leadership, and do they recognize and respect the diverse contributions of each member?​
Recognizing the critical role of trust in high-performing teams, NiVRT engages in activities and workshops designed to build trust, promote psychological safety, and encourage open communication. ​

We stress the importance of recognizing individual contributions and respecting diverse viewpoints, cultivating an environment where every team member feels valued and integral to the team’s success.​

Requirements:​

04

  • Investment in Trust-Building: Regular team-building activities and open discussions.​
  • Personal Leadership: Encouraging self-awareness and emotional intelligence among members.​
  • Psychological Safety: ​Creating an environment where team members feel safe to express ideas and concerns.
  • Recognition and Respect: Acknowledging individual contributions and respecting diverse viewpoints.within their domain.​

Human Experience (HX) Services​

Transform ideas into Smart solutions

  • Experience Modeling​
  • Story Mapping
  • HX Journey Mapping
  • Service Blueprinting
  • Rapid Prototyping
  • Employee Retooling/Training
NīVRT Customer Success
NīVRT Customer Success

Let’s Connect​

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