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This document provides guidance on developing an effective customer success program. It recommends defining the customer's value proposition, organizing relevant customer data, and communicating the program internally and externally. The case study of Optimus Solutions describes how they implemented a customer success plan on Salesforce to better understand customers, act proactively, and increase business. Measuring the program's success showed improved customer solutions, strategic partnerships, and proactive business drives.

Economy & FinanceBusiness
1 of 23
Get Smart About Your Customer Robert Lamb, Clickability, Inc. Kristen Chase, Optimus Solutions Jay Thayer, salesforce.com Track: Best Practices: SMB
Safe Harbor Statement ,[object Object],[object Object],[object Object]
What We Will Cover ,[object Object],[object Object],[object Object],[object Object],[object Object]
Rob Lamb Director, Customer and Partner Development [email_address]
[object Object],[object Object],[object Object],[object Object],[object Object],Clickability is a SaaS provider of Content Management Solutions to large media and enterprise marketing customers.
Customer Success Program and Manager ,[object Object],[object Object],[object Object]
Why Should I Care ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Step 1: Define the value proposition ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Step 2: Organize and Prioritize ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Step 3: Communicate and Leverage ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Measuring Success at salesforce.com ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Salesforce.com Success Plan
Kristen Chase Salesforce.com Administrator [email_address]
[object Object],[object Object],[object Object],[object Object],[object Object],Optimus Solutions provides comprehensive IT solutions though a range of integration and consulting services, as well as hardware, software and storage product offerings.
Case Study: Optimus Solutions ,[object Object],[object Object],[object Object]
Case Study: Optimus Solutions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Case Study: Optimus Solutions ,[object Object],[object Object],[object Object],[object Object]
 
Case Study: Optimus Solutions ,[object Object],[object Object],[object Object]
Case Study: Optimus Solutions ,[object Object],[object Object],[object Object]
Case Study: Optimus Solutions ,[object Object],[object Object],[object Object],[object Object]
Session Feedback Let us know how we’re doing! ,[object Object],[object Object],[object Object],[object Object],[object Object],We strive to improve, t hank you for filling out our survey. ,[object Object],[object Object]
ROB LAMB Director, Customer Development [email_address] Kristen Chase Salesforce.com Administrator [email_address] Jay Thayer Principal Consultant [email_address] QUESTION & ANSWER SESSION

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B P S008 Thayer 091907

  • 1. Get Smart About Your Customer Robert Lamb, Clickability, Inc. Kristen Chase, Optimus Solutions Jay Thayer, salesforce.com Track: Best Practices: SMB
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