UserTesting + Totango - Client Success at UserTesting presented by Jonathan Hicken, Director of Client Operations at UserTesting as part of Totango Tour in Palo Alto, CA.

1. UserTesting + Totango
Client Success at UserTesting Totango Tour
13 November 2014

2. AGENDA
What is UserTesting?
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3. AGENDA
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4. AGENDA
Agenda
• What is UserTesting?
• Our clients
• Our team
• Our values
• Our challenges
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5. AGENDA INTRO TO UserTesting
What do we do?
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DO
SAY
WHY? WHAT?
User testing Analytics
Surveys
Voice of
Customer
 Real People
 Real Insights
 Real Fast

6. AGENDA INTRO TO UserTesting
We eliminate bad user experiences from Earth…
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• Mobile App Prototype Testing
• Website Prototype Testing
• Comparison (2 Prototypes) Testing
• Games (Dev cycle specific, Ads)
• Competitor Testing
• Information Architecture/Card Sorting/Tree Testing
• Diary Studies
• Email Testing (Design and Copy)
• Copy testing
• Landing Pages
• Conversion/Sales Funnel Testing
• A/B Optimization Ideas
• Pairing with Analytics
• Survey Validation
• Logo Creative Comparisons
• Mobile Ad Testing
• International Testing
• Video Testing
• In Home Testing
• SEM/SEO
• QA

7. AGENDA INTRO TO UserTesting
…and help at every stage of development
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8. AGENDA CLIENTS
Our Clients
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And 25,000 others!

9. AGENDA CLIENTS
Our testing solutions
• Pro for Small Businesses & Enterprises
• Subscriptions plans designed to meet the needs of Small Businesses and Large
Enterprises alike
• Do it yourself for $49/test
• Infrequent testing needs, want to give it a try
• Peek!
• An introduction to what our platform can do: http://peek.usertesting.com
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10. AGENDA CLIENTS
Small Businesses vs. Enterprises
Small Businesses
• Low touch, low cost, high automation
Large Enterprises
• Strategic Accounts for growth
• Accounts for incremental growth
• Accounts for flat, auto-renew
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11. AGENDA TEAM
Client Success Pods
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CS
Coordinator
CS
Manager
CS
Coordinator
CS
Coordinator
Client Success Managers
• Lifecycle Management, Value Strategy
• Satisfaction, Retention & Growth
Client Success Coordinators
• Daily Engagement
• Project Management
• Client health Monitoring

12. AGENDA TEAM
Client Success Pods
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Value!
Value!
Value!

13. AGENDA TEAM
What is excellence?
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1. To deeply understand your clients
2. To accurately diagnose clients’ health
3. To know the right prescription for helping a client to get
healthier
4. To prioritize your clients
5. To provide world class support

14. AGENDA TEAM
What is excellence?
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“Is there any way we could keep you? Or do you have a twin that you can
recommend? If I need to recommend a pay increase, extra vacation, or a new
car to your superiors I would be happy to do it, you just tell me the name… We
really appreciated and benefited from the amount of work and level of service
you provided.”

15. AGENDA TEAM
What are our desired results?
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• Client Satisfaction = 
• Dollars = Lots of them
• Logos = Most of them

16. AGENDA TEAM
What are our challenges?
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• Team Growth & Forecasting
• High volume, low touch, high VALUE
• Measuring customer satisfaction
• Scaffolding

17. Jonathan Hicken
Director of Client Operations
jonathan@usertesting.com