Customer Success Summit: Building the Customer Success Management Team

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Presented by Mikael Blaisdell of the HotLine Magazine, at Totango's Customer Success Summit.

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Customer Success Summit: Building the Customer Success Management Team

  1. 1. Building The Customer Success Management Team Mikael Blaisdell Mikael Blaisdell & Associates, Inc. TheHotLineMagazine.com (510) 865-4515 mikael@mblaisdell.comPresentation © 2013 Mikael Blaisdell – All rights reserved 1
  2. 2. Foundation & Framework The Profession & Practice of CSM The Keys • Managing Vision & Perception • Data Moving Up The CSM Maturity Matrix “It’s What You Don’t Know About Your Customer Relationships That Can Cause You To Lose Them.” 2
  3. 3. 3
  4. 4. Fire Drills & The Firefighter Strategy • Reactive • Mission • Definition of Role Process • Interactions • Analysis People • Organization • Operators • Analysts Technology Challenges Goals & Objectives for Advancement 4
  5. 5. The FacilitatorStrategy • Moving towards RetentionProcess • Interactions • AnalysisPeople • Structure • IndividualsTechnologyChallengesGoals & Objectives for Advancement 5
  6. 6. The MaintainerStrategyProcessPeopleTechnologyChallengesGoals & Objectives for Advancement 6
  7. 7. The Owner Strategy Process People Technology “We Make More Money Better/Faster for your company and ours – and We Can Prove It!” 7
  8. 8. Questions? Mikael Blaisdell Mikael Blaisdell & Associates, Inc. TheHotLineMagazine.com (510) 865-4515 mikael@mblaisdell.com Presentation © 2013 Mikael Blaisdell – All rights reserved 8

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