Customer Success in a Mobile World
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By Stephanie Pelegrino, Gainsight Annie Tsai, CCO at DoubleDutch Mike McCaron, MobileIron Presented at Pulse Conference 2015.
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Customer Success in a Mobile World
- 1. ©2015 Gainsight. All Rights Reserved. Customer Success in a Mobile World Moderator: Stephanie Pelegrino, Gainsight Annie Tsai, CCO at DoubleDutch Mike McCaron, MobileIron
- 2. ©2015 Gainsight. All Rights Reserved. CCO Annie Tsai DoubleDutchDoubleDutch
- 3. ©2015 Gainsight. All Rights Reserved. The world we live in
- 4. ©2015 Gainsight. All Rights Reserved. How do we define success? Close the gap between USE and LOVE
- 5. ©2015 Gainsight. All Rights Reserved. Meet Use Love
- 6. ©2015 Gainsight. All Rights Reserved. How to deliver? Event Organizer End UserExhibitors Experience Delivery Segmentation models by: o Deal type & size o Market o User Type Relationship & Renewal Segmentation models by: o Market o Opportunity
- 7. ©2015 Gainsight. All Rights Reserved. Customer Lifecycle EventEvent EventEvent Customer Success Customer Success EventEvent Customer Success Customer Success Customer Success Customer Success Customer SupportCustomer Support Account ManagementAccount Management Experience Delivery Experience DeliveryRenew/GrowRenew/Grow Customer MarketingCustomer Marketing CommunityCommunity
- 8. ©2015 Gainsight. All Rights Reserved. Org Structure
- 9. ©2015 Gainsight. All Rights Reserved. How does Mobile change the Success equation? AdoptionAdoption EngagementEngagement Event Organizer End UserExhibitors
- 10. ©2015 Gainsight. All Rights Reserved. Lessons Learned (so far) • 24/7/365. The struggle is real. • When third parties are involved, over-communication is key • Segment enough but not too much • When we are betting on end users, it’s not enough to tell a client that s/he did great
- 11. ©2015 Gainsight. All Rights Reserved. THANK YOU
- 12. ©2015 Gainsight. All Rights Reserved. VP, Customer Success Mike McCarron
- 13. ©2015 Gainsight. All Rights Reserved. Our Charter Provide customers with the best product and services experience to enable them to become Mobile First organizations
- 14. ©2015 Gainsight. All Rights Reserved. Our Team Customer Success Customer Success Professional Services Professional Services Customer Advocacy Customer Advocacy Technical Support Technical Support Mobility Intelligence Center Mobility Intelligence Center ProgramsPrograms OperationsOperations
- 15. ©2015 Gainsight. All Rights Reserved. Our Approach Leverage the talents and expertise of the individual teams…
- 16. ©2015 Gainsight. All Rights Reserved. Our Approach …to deliver a complete experience with exceptional results
- 17. ©2015 Gainsight. All Rights Reserved. Strategic Initiatives EducationEducation EngagementEngagement TechnologyTechnology Customer On-boardingCustomer On-boarding MobileIron UniversityMobileIron University Tech Talk WebinarsTech Talk Webinars Customer ForumsCustomer Forums Proactive OutreachProactive Outreach Advisory BoardAdvisory Board GainsightGainsight Self Service PortalSelf Service Portal Global SearchGlobal Search How-To Guides/DocsHow-To Guides/Docs Voice of CustomerVoice of Customer SFDC Service CloudSFDC Service Cloud
- 18. ©2015 Gainsight. All Rights Reserved. Customer Success in a Mobile World… AvailabilityAvailability ResponsivenessResponsiveness Next-Gen Tools/AppsNext-Gen Tools/Apps Customers expect CSM and Technical resources to be available 24 x 7Customers expect CSM and Technical resources to be available 24 x 7 Customers expect accurate responses quicklyCustomers expect accurate responses quickly Customers want to use the latest & greatest tools, apps, and technologyCustomers want to use the latest & greatest tools, apps, and technology
- 19. ©2015 Gainsight. All Rights Reserved. Dedicated Resources Can Make All The DifferenceDedicated Resources Can Make All The Difference Technology Drives Focus and ScaleTechnology Drives Focus and Scale Customer Tiers Are A Good ThingCustomer Tiers Are A Good Thing Lessons Learned
- 20. ©2015 Gainsight. All Rights Reserved. THANK YOU
Editor's Notes
- 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 ----- Meeting Notes (3/26/15 16:06) ----- Try to find a good slide to quantify the impact. Got to address this now. ----- Meeting Notes (3/26/15 16:32) ----- Change to circles Pay as you go pricing