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Customer Success Management

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Customer Success Management is all about pro-actively making sure your customers get value from their relationship with you. You need to do this to reduce your risk of churn and maximize your profits.

But how will you do it? How do you make sure your CSM efforts are successful? And how do you do it in a way that is cost effective?

Published in: Leadership & Management

Customer Success Management

  1. 1. CUSTOMER SUCCESS MANAGEMENT Tips For Building An Efficient Customer Success Team
  2. 2. CONTENT  Definition  Goals & Objectives  Roles of the Customer Success Manager  Strategies  Typical Interaction Points with Customer  Key Performance Metrics  Q & A
  3. 3. DEFINITION
  4. 4. GOALS & OBJECTIVES Understanding Customer Goals Developing and Executing Success Plan Check Customers' Usage of Product Continuous Education to Drive Value
  5. 5. ROLE OF CUSTOMER SUCCESS MANAGER Provide usage/adoption recommendations, risk identification, and mitigation Manage account portfolio to ensure health and development up adoption ladder Collaborate to create success plan, drive renewals, escalation point as needed
  6. 6. STRATEGIES: COMMUNITY  Contact based on e-mails  Basic setup and configuration guidance  Connection to community and support  Automated delivery, invintation to live webinar
  7. 7. STRATEGIES: ENTERPRISE  Contact based on calls  Review products  Review goals and expectations, evaluate initial readiness and risks  Follow up  Escalation of risky account
  8. 8. STRATEGIES: STRATEGIC  Personal contact  Introduce resources and engagement model  Begin transition from implementation  Introduce Executive Outreach Program and Sponsor Selection  Confirm key contacts
  9. 9. TYPICAL INTERACTION POINTS WITH CUSTOMER  First Days:  Welcome e-mail/phone call  Review roles and responsibilities  Regular check-in to determine progress of rollout
  10. 10. TYPICAL INTERACTION POINTS WITH CUSTOMER  Success Plan:  Develop Success Plan to determine customer's vision and goals for using product  Identify Key Success Metrics
  11. 11. TYPICAL INTERACTION POINTS WITH CUSTOMER  Quarterly Business Reviews  Review values of the product to customer  Tie in to Success Plan Plan Implement Review Update
  12. 12. TYPICAL INTERACTION POINTS WITH CUSTOMER  Product Roadmap Discussion
  13. 13. EXAMPLE OF PRODUCT ROADMAP
  14. 14. KEY PERFORMANCE METRICS  Engagement/Account Health  % of accounts that are green  Usage metrics of customer  NPS/Satisfaction Reviews  NPS scores  % of surveys > 3.5 (out of 5)
  15. 15. THANK YOU FOR YOUR ATTENTION An Bui & Santa Bensone
  16. 16. Q & A For Hieroglifs International Services go to: www.hieroglifs.com

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