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Agile Customer Success: Changing the way Customer Success teams work

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My presentation from Gainsight Pulse Customer Success Conference May 2014.

How do we create an amazing customer experience for a new category start up at Influitve? We went agile! Agile Customer Success is all about maximizing the few resources you have, working efficiently and as a team on specific areas, empowering your customer success team and providing your customers with best experience possible

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Agile Customer Success: Changing the way Customer Success teams work

  1. 1. Chad Horenfeldt - @ChadTev Influitive helps B2B marketers recruit, mobilize and recognize an army of advocates that outsell the best sales reps. Who we are: • Founded in 2010 • HQ in Toronto, Palo Alto • Private, VC backed, >$11M raised Director, Customer Operations, Advocate Marketing Expert Agile Customer Success
  2. 2. Our Challenges: • New category – we’re writing the book on advocate marketing • Customers need to see value QUICKLY • Continuous increase in customers • Extremely driven team • Create an environment of learning • Few resources
  3. 3. Agile CS is Born!
  4. 4. Agile Customer Success Methodology
  5. 5. Our Output • Data driven recommendations • More efficient onboarding • Blog posts • Surveys • Knowledge base articles • Bi-weekly customer webinars • Short tip videos • Improved product adoption • Product enhancements
  6. 6. Results: Turning customers into advocates

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