The document discusses aligning customer services, support, and success management functions. It provides examples from Hearsay Social and ServiceMax of how they organize these functions. At ServiceMax, implementation services deploy the product and transition customers to support and then to customer success management. They use an adoption framework to move customers through onboarding, deployment, adoption, and growth. The document also discusses challenges of supporting customized implementations and keeping customers up to date with upgrades, and potential solutions like documentation, health checks, and rapid response support.
If your customer doesn’t see value from your product or service, there low switching costs, lots of options
Low Barrier To Entry
Fast customer acquisition
Revenue growth potential
You know so much more about your customer
Speed of innovation
Lower barrier to exit
Large customer volumes
Revenue growth expectations
Multiple sources of data to manage
Competitive landscape & fickle customer base
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Try to find a good slide to quantify the impact. Got to address this now.
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Change to circles
Pay as you go pricing
Aligning to Services and Support for Greater Coverage
Aligning to Services and Support for Greater Coverage
Aligning to Services and Support for Greater Coverage
Aligning to Services and Support for Greater Coverage
Aligning to Services and Support for Greater Coverage
Aligning to Services and Support for Greater Coverage
Who is ServiceMax?
Could also use
Raised $71M in February 2014
More than 300 customers in Americas, Europe & APAC
Global reach covers 255 countries
11 product languages
100% YoY growth for 5 years in a row
300+ employees worldwide and growing
27 partners worldwide
Customer Loyalty is our reference program
Community – includes online, user groups, and our ride-along program
Customer Support – Two tiers Standard and Premier – had Support doing monthly check in calls, but too in the weeds – not successful. When stodd up CAM team, took over monthly calls for customers with Premier.
CAM team – quota driven for add-ons and renewals, went from own the opportunity to own the account and hybrid of customer success and install base sales
Customer Success – more traditional business partner – constant thread through adoption framework
Customer Success becomes the common thread throughout the lifecycle – post sales, even when not the quarterback