Putting Customer Success in the hands of the customer

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Customer Success Play by Josh Richau, Senior Director of Platform Technology at Jive Software at the 2014 Customer Success Summit.

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Putting Customer Success in the hands of the customer

  1. 1. Produced by Customer Success Summit 2014 Customer Success Summit 2014 Title: Putting Customer Success in the hands of the Customer Presenter: Josh Richau Email/Twitter: @jrichau
  2. 2. Who Am I Senior Director, Product Management Search and Analytics Live in Boulder, CO Avid Broncos fan Protected by catwoman and dapper Batman
  3. 3. DRIVE EMPLOYEE PRODUCTIVITY ENGAGE AND SUPPORT CUSTOMERS AND PARTNERS ENGAGE, TRAIN AND ALIGN YOUR WORKFORCE THE COMMUNICATION AND COLLABORATION PLATFORM FOR MODERN, MOBILE BUSINESS INTEGRATE & EXTEND PORTAL REPLACEMENT SOCIAL COLLABORATION EXTERNAL COMMUNITIES Who is Jive
  4. 4. Stuff is happening!
  5. 5. McKinsey, Surveys, Business Value Self-assessed performance before and after Jive: •  ~15% improvement in overall respondent productivity 2% 71% 28% 54% 1% 46% Performance
  6. 6. It’s what you do with it
  7. 7. 4 steps to customer success #1 START WITH A BUSINESS PARTNER. #2 BUILD THEIR BUSINESS VALUE CASE. #3 DEFINE THE FROM > TO #4 MEASURE SUCCESS.
  8. 8. Behavioral Reporting
  9. 9. Behavioral Reporting
  10. 10. What have we learned so far? •  Jive supports a lot of use cases •  Mobile is critical •  Need to integrate better into our services offering
  11. 11. Recommended Play Enable Customers to manage success! Large installations (always J )! Give the customers (and services team) a way to manage their own success. We started with 3 basic use cases: onboarding, org intelligence, strategic alignment to serve as examples.! ! The power lies in the ability for our implementation team to use this to measure success and leave behind a way for the customer to continue to manage it (for themselves and their stakeholders)! Play Name:! When to use:! Play Anatomy:! ! ! ! ! ! Comments:! ! !
  12. 12. Produced by Customer Success Summit 201412   Winning in 2014! Think  Big  Start  Small  Move>>Fast!  

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