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Should You Even Have a Customer Success Team?

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Customer Success Summit 2016 General Session Presented by: Tom Weeks, VP Customer Success and Digital Strategy, Apigee

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Should you even have a Customer Success team? Tom Weeks
Customer Success is a Mindset, not an Organization ©2015 Apigee. All Rights Reserved.
A CS leader needs to keep the customer lens focused on all parts of the organization. 3©2015 Apigee. All Rights Reserved.
And ensure that other organizations aren’t internally optimizing, but customer optimizing. 4©2015 Apigee. All Rights Reserved.
If done properly, Customer Success is NOT… 5©2015 Apigee. All Rights Reserved. Voice of the Customer Customer Advocate Customer Manager
But how do we know the STATE of the Customer? 6©2015 Apigee. All Rights Reserved.
DATA 7©2015 Apigee. All Rights Reserved.
DATA scales, people walking halls does not. 8©2015 Apigee. All Rights Reserved.
DATA does not leave a company, employees (and their knowledge) do. 9©2015 Apigee. All Rights Reserved.
So what should Customer Success focus on? 10©2015 Apigee. All Rights Reserved.
Focus on the #1 most important metric…. 11©2015 Apigee. All Rights Reserved. LICENSE BILLINGS
Customer satisfaction as the destination does not pay the bills. 12©2015 Apigee. All Rights Reserved.
Billings as the destination will drive wildly satisfied customers…. 13©2015 Apigee. All Rights Reserved.
IF you focus on Billings thru DEMAND…. 14©2015 Apigee. All Rights Reserved. Customers buy your product because they WANT to use it. Create the environment where they want/need MORE, FASTER.
What are the key focus areas? 15©2015 Apigee. All Rights Reserved.
1) Journey Acceleration 16©2015 Apigee. All Rights Reserved. 2) Stall Management 3) Data Driven Expansion

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Should You Even Have a Customer Success Team?

  • 1. Should you even have a Customer Success team? Tom Weeks
  • 2. Customer Success is a Mindset, not an Organization ©2015 Apigee. All Rights Reserved.
  • 3. A CS leader needs to keep the customer lens focused on all parts of the organization. 3©2015 Apigee. All Rights Reserved.
  • 4. And ensure that other organizations aren’t internally optimizing, but customer optimizing. 4©2015 Apigee. All Rights Reserved.
  • 5. If done properly, Customer Success is NOT… 5©2015 Apigee. All Rights Reserved. Voice of the Customer Customer Advocate Customer Manager
  • 6. But how do we know the STATE of the Customer? 6©2015 Apigee. All Rights Reserved.
  • 7. DATA 7©2015 Apigee. All Rights Reserved.
  • 8. DATA scales, people walking halls does not. 8©2015 Apigee. All Rights Reserved.
  • 9. DATA does not leave a company, employees (and their knowledge) do. 9©2015 Apigee. All Rights Reserved.
  • 10. So what should Customer Success focus on? 10©2015 Apigee. All Rights Reserved.
  • 11. Focus on the #1 most important metric…. 11©2015 Apigee. All Rights Reserved. LICENSE BILLINGS
  • 12. Customer satisfaction as the destination does not pay the bills. 12©2015 Apigee. All Rights Reserved.
  • 13. Billings as the destination will drive wildly satisfied customers…. 13©2015 Apigee. All Rights Reserved.
  • 14. IF you focus on Billings thru DEMAND…. 14©2015 Apigee. All Rights Reserved. Customers buy your product because they WANT to use it. Create the environment where they want/need MORE, FASTER.
  • 15. What are the key focus areas? 15©2015 Apigee. All Rights Reserved.
  • 16. 1) Journey Acceleration 16©2015 Apigee. All Rights Reserved. 2) Stall Management 3) Data Driven Expansion