Using product insight to drive the ROI of Customer Success

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Customer Success Play by Brian Norusis, VP Customer Success at e-Builder, at the 2014 Customer Success Summit.

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Using product insight to drive the ROI of Customer Success

  1. 1. Produced by Customer Success Summit 2014 Customer Success Summit 2014 Using Product Insight to Drive the ROI of Customer Success Brian Norusis e-Builder VP – Customer Success bnorusis@e-builder.net
  2. 2. Produced by Customer Success Summit 2014 About Me… Brian Norusis Vice President - Customer Success e-Builder Implementation, Customer Support, Customer Success, and Managed Services 2   www.linkedin.com/in/   bnorusis/   h4p://www.so7ware-­‐ adop:on.com/    
  3. 3. Produced by Customer Success Summit 20143   Who is e-Builder? •  Leading  provider  of  CPMS  for  owners  for  19  years   –  Over  250  owner  clients  and  35,000  +  users   •  100+  employees  in  Planta<on,  FL   •  100%  Owner  Focus   –  Government     –  Educa:on  K-­‐12   –  Healthcare   –  Higher  Educa:on  
  4. 4. Produced by Customer Success Summit 2014 The Opportunity 4  
  5. 5. Produced by Customer Success Summit 20145   SaaS CPMS
  6. 6. Produced by Customer Success Summit 20146   User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User"User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" User" Scheduling" Inspection" Estimating" PMAC" Manufacturer" Supplier" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Supplier" Supplier" Supplier" Supplier" Supplier" Supplier" Supplier" Supplier" Supplier" Supplier" Supplier" Supplier" Supplier" Manufacturer" Supplier" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer" Manufacturer"Manufacturer" Supplier" Supplier"Supplier" Supplier" Supplier" Supplier" Supplier" Supplier" Supplier" Manufacturer" Supplier" Supplier" Manufacturer" Manufacturer" Cost Consultant" Life Safety Consultant" Hardware Consultan Testing & Inspection" Civil Engineer" Sanitary" Engineer" Structural Engineer" Mechanical Engineer" Graphics & Signage" Interiors Architect" Parking Consultant" Network Consultant" Electrical Engineer" Security Consultant" Traffic Engineer" Roofing Consultant" Acoustical Consultant" Kitchen Consultant" Food Service" Geo Tech Consultant" Audio Visual" PermiLng,   regula:on  &   en:tlement   Owner’s PM" CM/GC" Architect"PM" Soil Treatment" Millwork" HVAC" Fire Stopping" Clean Up" Masonry" Hauling" Erosion Control" Fencing" Sprinklers" Curtainwall" Flooring" Demolition" Formwork" Clearing & Striping" Reinforcing" Concrete" Grading & Excavation" Plumbing" Electrical" Fire Protection" Misc. Iron & Steel" Sheetmetal" Curtainwall" Casework" Ornamental Iron" Vacuum Systems" Painting" Roof Hatches" Carpeting" Electrical" Rough Framing" Skylights" Stucco & Plaster" Casework" Glass & Glazing" Drywall" Flagpoles" Fire Protection" Finish Carpentry" Tile" Insulation" Curtains & Blinds" Counter Tops" Building Specialties" Paving" Roofing" Metal Fabrications" Acoustical Tile"R. O. Water" Overhead Doors" Kitchen Equipment" Wall Coverings" Flashing & Sealants" Toilet Accessories" Ductwork" Doors & Frames" Board" CEO" Director Facilities" Executives"Executives" Accounting"Legal" Standards"Estimating" QC"Program"
  7. 7. Produced by Customer Success Summit 2014 PLAY #1: Results Based Marketing 7   Campaign  Begins   Email Name Sent Delivered % Delivered Opened % Opened Clicked % Clicked 2014 - 2 Chicago - Client Summit.Email 1 - Invitation 1 - Save the Date 175 141 80.6% 51 36.2% 11 7.8% 2014 - 2 Chicago - Client Summit.Email 2 - Invitation 2 167 133 79.6% 24 18.0% 1 0.8% 2014 - 2 Chicago - Client Summit.Email 3 - Invitation 3 166 133 80.1% 33 24.8% 6 4.5% 2014 - 2 Chicago - Client Summit.Email 4 - Invitation 4 164 131 79.9% 26 19.8% 2 1.5% Maintenance Release - February 2014.Maintenance Release - Feb 2014 399 395 99.0% 160 40.5% 71 18.0% Q1 2014 Release.Q1 2014 - Email 1 402 397 98.8% 144 36.3% 47 11.8% Storage Upgrade Announcement.Storage Upgrade Feb 2014 398 394 99.0% 152 38.6% 0 0.0%
  8. 8. Produced by Customer Success Summit 2014 PLAY #2: Driving Development Prioritization Based on Customer Impact 8  
  9. 9. Produced by Customer Success Summit 2014 PLAY #3: Activity Based Content Delivery 9   User  and   Account   Data  Sent   to  Create   Contact   Record   Contact   ID  and   Account   ID   User  Ac:vity  w/SF   Acct  &  User  ID   Totango    Insights   Campaigns  Executed  based   on  Insights  and  Customer   Data  Segmenta:on   Campaign   Content   Delivery  
  10. 10. Produced by Customer Success Summit 201410   Winning in 2014! Think  Big  Start  Small  Move>>Fast!  

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