Build a Data-Driven Customer Success Organization
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Describes the way to turn your customers success organization to become data driven. In addition to product usage data, Komiko also integrates engagement data (emails, meetings) into the model. It provides guidance to the CSM team about which action should be taken.
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Build a Data-Driven Customer Success Organization
- 1. © 2018 Komiko Limited October 23rd, 2018 data driven customer success org Ami Heitner Co-founder and COO
- 2. © 2018 Komiko Limited https://hbr.org/2018/02/big-companies-are-embracing-analytics-but-most-still-dont-have-a-data-driven-culture
- 3. © 2018 Komiko Limited Marketing # qualified leads Sales $ sales Customer success % retention & $ expansion Measurable metrics Check out Retention metrics of Public SaaS companies
- 4. © 2018 Komiko Limited https://www.key.com/kco/images/Public_SaaS_Company_Retention_Metrics_June_2017.pdf
- 5. © 2018 Komiko Limited Product Usage (engagement) Customer Service NPS Survey CSM Input People EngagementAl Listen
- 6. © 2018 Komiko Limited Product Usage (engagement) Customer Service NPS Survey CSM Input People EngagementAl Listen you need to know • signal importance • target value
- 7. © 2018 Komiko Limited Product Usage Metrics Cond. Target Signif. Reviews Last Month >= 18 82% Reviews( last 60 days ) >= 70 82% Facebook Page Likes >= 1 79% Review Request >= 181 79% Click - through rate( CTR ) <= 85.7 31% Star Rating( past 30 days ) >= 3.2 26% Star Rating( past 60 days ) >= 2.2 21% Star Rating( past 90 days ) >= 2.4 18% Logins last month >= 5 14% Reputation Score Today <= 432 4% Reputation Score 30 days ago <= 640 3% Review Response <= 2 1% Significance – playbook input win/loss history segment products Most significant signals
- 8. © 2018 Komiko Limited Product Usage (engagement) Customer Service NPS Survey CSM Input engage with your customers who how often what content Do Al
- 9. © 2018 Komiko Limited Engagement metrics significance Engagement metrics Target Signi. Meetings Last 90 Days 2 meetings 81% Phone Calls in Last 30 Days 1 call 72% Time To Respond, Last 7 Days 0.5 day 69% Contacts Engaged Last 90 Days 3 contacts 65% Exec engaged in the last 90 days 1 contact 62% Inbound Emails Last 30 Days 1 email 45% Team Engaged in Last 90 Days 2 people 35% Outbound Emails Last 30 Days 1 email 31% win/loss history segment products Most significant signals
- 10. © 2018 Komiko Limited Churn prediction - 95% Accuracy
- 11. © 2018 Komiko Limited Usgae Customer Service NPS Survey CSM Input People Interactions Guide your team
- 12. © 2018 Komiko Limited Al Useful AI Predicts churn and identifies data signals significance Time to value Go live in – 1-2 hours setup and 1-2 weeks People engagement Objective leading indicators Why Komiko?
- 13. © 2018 Komiko Limited October 23rd, 2018 data driven customer success org Ami Heitner Co-founder and COO