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Customer Centricity
„Customer centricity is a strategy that aligns a company’s development and
delivery of its products an...
Sale
D e v e l o p m e n t
M a r k e t i n g
T r a i n i n g
U p s e l l
Onboarding Customer Success
R e v i e w s
C r o s...
Customer Success Methodology
• Develop Strategy: simple, reliable, customizable, based on
customer-centricity approach
• B...
Know your Customer
What is your customer’s end goal? Define and Review. Usage
analytics & insights
What’s working for them...
Driving Customer Success Culture
• Company Alignment: avoid running in circles, define clear
responsibilities, common goal...
Churn Rate: leaving customers; related to the concept of
average customer life. For example annual churn rate 25%
means av...
• Setup for success: goals & plan
• Metrics: KPIs, analytics, milestones with customer
• Customer Success: Company wide in...
THANK YOU!
Building Customer Success
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Building Customer Success

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How to build Customer Success Team and development strategy.

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Building Customer Success

  1. 1. Customer Centricity „Customer centricity is a strategy that aligns a company’s development and delivery of its products and services with the current and future needs of a select set of customers in order to maximize their long-term financial value to the firm.“ Peter Fader in his book Customer Centricity, Focus on the Right Customers for Strategic Advantage “Target the Right Customer at Just the right moment” Natero, Predictive analytics for the Customer Success
  2. 2. Sale D e v e l o p m e n t M a r k e t i n g T r a i n i n g U p s e l l Onboarding Customer Success R e v i e w s C r o s s - s e l l R e n e w a l R e f e r r a l A d v o c a c y Customer Success Methodology • Customer Success vs. Service/Support • Success framework: manage customer lifecycle (onboarding, training, business reviews, upsell, cross-sell, renewals, advocacy, referrals)
  3. 3. Customer Success Methodology • Develop Strategy: simple, reliable, customizable, based on customer-centricity approach • Build a Customer Success Team • Implement Customer Success Processes and tools that: drive product engagement and adoption, impact churn positively, upsell and cross-sell • Clear responsibilities • SMART Goals • KPIs
  4. 4. Know your Customer What is your customer’s end goal? Define and Review. Usage analytics & insights What’s working for them? Identify trends: successful customer actions Gain agreement on success milestones Feedback Invite to test new features Make them your business partner: participating in your strategic decisions Predictive Analytics – identify accounts that need attention
  5. 5. Driving Customer Success Culture • Company Alignment: avoid running in circles, define clear responsibilities, common goals • Executive Team: gain support of goals • Sales handoff: understand commitments • Marketing: right message at the right time • Product: VOC, testers, product feedback
  6. 6. Churn Rate: leaving customers; related to the concept of average customer life. For example annual churn rate 25% means average customer life 4 years Customer Lifetime Value (CLV) : prediction of the net profit attributed to the entire future relationship with a customer Renewal: maintain min. rate for renewals Product Adoption: upward trend Net Promoter Score: possibility for customer to recommend our services Percentage of increase of customer base: all customers vs. all customers for previous period Number of onboarding customers: new customers for the specified period Others Customer Success Metrics
  7. 7. • Setup for success: goals & plan • Metrics: KPIs, analytics, milestones with customer • Customer Success: Company wide initiative • Talk to your customers! • Customer satisfaction and success comes first, revenue will follow. Customer Success Overview
  8. 8. THANK YOU!

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