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Customer Success Management

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Customer Success Management

  1. 1. Nick MehtaThursday, May 9, 2013
  2. 2. 2
  3. 3. 3Why?What?How?
  4. 4. 4Why?
  5. 5. 5• Product / Service Usage• Survey Responses• Payment History• Support Interactions• Community Forum Involvement• …
  6. 6. 6
  7. 7. 7Per-Year
  8. 8. 8Per-Cycle
  9. 9. 9Per-Click
  10. 10. 10Friction for aCustomer toJoinFriction for aCustomer toLeave
  11. 11. 11VendorSuccessCustomerSuccess
  12. 12. 12VendorSuccessCustomerSuccessVendorSuccessCustomerSuccess
  13. 13. 13What?
  14. 14. MA R K ETIN GSALESR ETEN TION Unexpected Churn Missed Up-sell Costly Scaling of Team14
  15. 15. MA R K ETIN GSALESR ETEN TION1561%ofREVENUE
  16. 16. 16MarketingSalesServicesSupportCustomerSuccessRenewals
  17. 17. 17RetentionAdoptionInfluenceSatisfactionEngagementR A I S ECustomerSuccess
  18. 18. 18HowNot?
  19. 19. 197 Customer Success Fails
  20. 20. Fail #1:No Buy-In andOwner ofCustomerSuccess
  21. 21. Fail #2:RelabelingAccountManagers orSupport
  22. 22. Fail #3:Giving CSMsIndividualQuotas
  23. 23. Fail #4:Not AligningEffort toRevenue
  24. 24. Fail #5:Treating AllCustomers theSameHighTouchLow TouchNo Touch
  25. 25. Fail #6:Starting at theRenewal
  26. 26. Fail #7:Missing the FullView of theCustomer
  27. 27. 27Team Investors Clients

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