9 Customer Engagement Plays Proven To Boost Customer Success Results

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Looking for new ways to engagement your users better? How about nine of them? The orignal webinar (https://vimeo.com/52261402) touched on 3 categories: onboarding plays, expansion plays, and retention plays.

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  • ----- Meeting Notes (5/15/12 10:04) -----Start with a blast!
  • ----- Meeting Notes (5/15/12 10:04) -----Start with a blast!
  • ----- Meeting Notes (5/15/12 10:04) -----Start with a blast!
  • ----- Meeting Notes (5/15/12 10:04) -----Start with a blast!
  • EmailIntranetInternal EventsInternal Webinars
  • ----- Meeting Notes (5/15/12 10:04) -----Start with a blast!
  • 9 Customer Engagement Plays Proven To Boost Customer Success Results

    1. 1. 9 Plays and 3 ToolsCustomer Success Management
    2. 2. Your Presenters Jeremy Malander Joshua Santos Dominique LevinDirector Customer Success Director Customer Success CMO BlueJeans Clarizen Totango
    3. 3. Table of Contents 3 Onboarding Plays 3 Expansion Plays 3 Retention Plays3 Customer Success Tools
    4. 4. 3 Onboarding Plays
    5. 5. Keep it simpleIf it’s not their day job, don’t make it one. Attractive First 6 Months Complicated Month 1 Month 2 Planning Needs Analysis-Needs Analysis Preparation Tech Specs Integrations -Configuration -Communication Launch Training -Training Communications Provisioning Analysis • Every customer & deployment will be different • Clear calls to action = momentum • Always consider your goals
    6. 6. Have a Plan
    7. 7. Trial NurturingTrial - Curiosity Not Adding Agents? Trial - Evaluating Trial - Hot 1. Add Agents 2. Add Tickets 3. Customize
    8. 8. 3 Expansion Plays
    9. 9. Set the HooksThe more ingrained within the infrastructure, the greater the retention. • Email Integrations • CRM/ERP • Directory Connectors • MDM Integration • SSO & Security • LOB Training • Executive Sponsorship
    10. 10. Create Dashboards
    11. 11. Appreciate Power Users
    12. 12. 3 Retention Plays
    13. 13. Consider “Perceived ROI” before invoicing.. • In SaaS, CLV is everything • With everything, CAC should be considered • Consider the CIO perspective • Give ample time to review
    14. 14. Timing is Everything
    15. 15. Please Come Back Emails
    16. 16. 3 Customer Success Tools
    17. 17. Things happen when you are on mute.No joke, they really do.• Emotional Connection• Hold the attention. Visit Bluejeans.com to join the party!• Face to Face vs. Slides• Make it easy to connect
    18. 18. Clarizen for Customer Success
    19. 19. Get Started with TotangoA Customer Engagement databaseGroup customer by stages: Onboarding and EstablishedDefine criteria and engagement metrics for eachDifferent workflows for different stagesOnboarding: Closely monitor and proactively provide implementation supportEstablished: Set thresholds to alert team of accounts with decreased engagement 100 CustomersKey metrics to followTime to onboardEngagement rates 10 Million usersChurn (Onboarding and Established)
    20. 20. Thank You! jer@bluejeans.netjosh.santos@clarizen.com dominique@totango.com

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