Customer Success in Practice presented by Procore by Gabe Miller-Smith, Director of Customer Success at Procore Technologies, Inc. at Totango Tour in Los Angeles, CA.

1. Gabe Miller-Smith
Director of Customer Success
ProcoreTechnologies, Inc.
CUSTOMER SUCCESS in practice

2. About Procore
•Market Leaderin cloud-based construction management software
•Benefits:convenience, transparency and collaboration
•Mission:make construction management effortless
OUR CUSTOMERS
•Over 800 world-wide
•General Contractors, Owners, Specialty Subcontractors, Owner Builders, ect.
•Power-Users: Project Managers, Project Engineers, Superintendents
•Manage construction documents and plans
•Use Procoreas their collaboration hub

3. Why build a customer success team?
•Customer Support vs Customer Success
•Missing three key components of customer success lifecycle:
•Post-Acquisition Follow-up
•Customer Feedback Loop
•Ongoing Engagement

4. Why invest in a customer engagement management application?
•Real-time visibility into customer activities
•Triggers and workflows to streamline CSMs tasks
•Direct integration with our BI systems

5. How we built Customer Success using Totango
1.Defined account health profiles
2.Replaced check-in calls with business reviews
3.Targeted messaging to relevant customers
4.Revenue forecasting

6. 1. Defining Account Health
Top 25%
Bottom 25%
Middle 50%
**A customer is considered to be “At Risk” if they are in the bottom 25% for over a month

7. 1. Defining Account Health

8. 1. Defining Account Health

9. 2. Business Reviews
NO MORE CHECK-IN CALLS!
Benefits of the Business Review:
•Referencing usage data allows for a contextual conversation
•Usage data can make the customer accountable
•Ensures the economic buyer that they are utilizing their license

10. 2. Business Reviews
“At Risk”
Business Review
-Discuss their implementation goals
-Does current usage indicate that they reached their goals?
-Walk through new features
-Ensure they are utilizing all features they would find valuable
-Discuss adoption strategy
-How can their champions get their entire team utilizing the system?
-General Q & A

11. 3. Targeted Messaging
DAILY LOG USERS
NO MOBILE
IDEAL MOBILE USERS
USER BASE
DRIVE ENGAGEMENT with existing core features

12. 3. Targeted Messaging
DRIVE ENGAGEMENT with recently released features
DRAWINGS USERS
PROJECT MANAGERS
MARK-UP & REAL-TIME-AS-BUILTS
SUPERINTENDENTS
FOR WEB
MARK-UP & REAL-TIME-AS-BUILTS
FOR MOBILE

13. 4. Revenue Forecasting
Estimating Revenue at Risk (RAR)
–Segment “At Risk” customers by renewal date
–Prioritize CSM call list by up coming renewals then by contract value
RAR = Total value of all Accounts “At Risk”
Typically broken down into specific time slots like
•By Quarter
•By Month