Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

From $0 to $1 Billion, Scaling Customer Success at Eloqua Webinar Slides

1,157 views

Published on

From $0 to $1 Billion, Scaling Customer Success at Eloqua Webinar Slides

Published in: Software
  • Be the first to comment

From $0 to $1 Billion, Scaling Customer Success at Eloqua Webinar Slides

  1. 1. @pteshimaAll Rights Reserved Amity 2015 Welcomes Paul Teshima From $0 to $1B, Scaling Customer Success at Eloqua #PracticalCustomerSuccess Practical Customer Success, Fall 2015 Series August 24, 2015 @GetAmity
  2. 2. @pteshimaAll Rights Reserved Amity 2015 From $0 to $1 Billion Scaling Customer Success at Eloqua Paul Teshima Co-founder and CEO Nudge @pteshima
  3. 3. @pteshimaAll Rights Reserved Amity 2015 4neednudge.com How Many of You: Are Billable? Have a Quota? Ever Received a Cape From a Customer?
  4. 4. @pteshimaAll Rights Reserved Amity 2015 5
  5. 5. @pteshimaAll Rights Reserved Amity 2015
  6. 6. @pteshimaAll Rights Reserved Amity 2015 Get to Product Market Fit Make it Work, Then Drive Value Learn to Scale Grow the Base A Customer Success Maturity Model
  7. 7. @pteshimaAll Rights Reserved Amity 2015 8neednudge.com 0-20 Customers Get to Product Market Fit
  8. 8. @pteshimaAll Rights Reserved Amity 2015 A Customer Success Maturity Model Customers 0-20 20-100 100 – 1,000 1,000+ Stage Get to Product Market Fit Make it Work, Then Drive Value Learn to Scale Grow the Base CSMs 0 1-3 <8 By Segment CSM Role N/A Product Engagement Value Adoption Best Practices Variable Comp N/A 50% Corp 25% Renewal 25% NPS 30% Corp 30% Ren/NPS 30% Upsells 30% Corp 30% Ren/NPS 30% Upsells Systems CRM CRM CSP CRM CSP Marketing CRM CSP Marketing AMs N/A 0 By Quota By Quota AM Role N/A N/A X-Sell X-Sell
  9. 9. @pteshimaAll Rights Reserved Amity 2015 Market Maturity SolutionComplexity Professional Services Customer Support Customer Success User Experience
  10. 10. @pteshimaAll Rights Reserved Amity 2015 Product Improvements Product Training/Support Customer Success Managers
  11. 11. @pteshimaAll Rights Reserved Amity 2015 How to Build the Business Case?
  12. 12. @pteshimaAll Rights Reserved Amity 2015 “Please sir can I have some more”
  13. 13. @pteshimaAll Rights Reserved Amity 2015  Ensure you look at all factors to drive product engagement  Start building a business case with what you have  Every customer matters do whatever it takes X Hire a CSM, just yet 
  14. 14. @pteshimaAll Rights Reserved Amity 2015 15neednudge.com 20-100 Customers Make it Work, Then Drive Value
  15. 15. @pteshimaAll Rights Reserved Amity 2015 “Culture eats Strategy for Breakfast” - Peter Drucker
  16. 16. @pteshimaAll Rights Reserved Amity 2015 A Customer Success Maturity Model Customers 0-20 20-100 100 – 1,000 1,000+ Stage Get to Product Market Fit Make it Work, Then Drive Value Learn to Scale Grow the Base CSMs 0 1-3 <8 By Segment CSM Role N/A Product Engagement Value Adoption Best Practices Variable Comp N/A 50% Corp 25% Renewal 25% NPS 30% Corp 30% Ren/NPS 30% Upsells 30% Corp 30% Ren/NPS 30% Upsells Systems CRM CRM CSP CRM CSP Marketing CRM CSP Marketing AMs N/A 0 By Quota By Quota AM Role N/A N/A X-Sell X-Sell
  17. 17. @pteshimaAll Rights Reserved Amity 2015 The Anatomy of a Great CSM “Have” Domain Optimistic, But Cynical Naturally CuriousGreat at Storytelling
  18. 18. @pteshimaAll Rights Reserved Amity 2015 CLUBSM
  19. 19. @pteshimaAll Rights Reserved Amity 2015 You Can Learn How to be Great At Storytelling
  20. 20. @pteshimaAll Rights Reserved Amity 2015 “Storytelling works because the best ones are memorable”
  21. 21. @pteshimaAll Rights Reserved Amity 2015 Why Do You Need a Customer Success Platform Now? SALES CUSTOMER SUCCESS
  22. 22. @pteshimaAll Rights Reserved Amity 2015  Start customer success storytelling sessions to drive culture  Hire for motivation and teach the skills  Start implement key CS practices now, to impact future growth X Put account managers on accounts to upsell X Let your CSMs become Tier 1 support
  23. 23. @pteshimaAll Rights Reserved Amity 2015 24neednudge.com 100-1,000 Customers Learn to Scale
  24. 24. @pteshimaAll Rights Reserved Amity 2015 HOW WHAT’S NEXT
  25. 25. @pteshimaAll Rights Reserved Amity 2015 A Customer Success Maturity Model Customers 0-20 20-100 100 – 1,000 1,000+ Stage Get to Product Market Fit Make it Work, Then Drive Value Learn to Scale Grow the Base CSMs 0 1-3 <8 By Segment CSM Role N/A Product Engagement Value Adoption Best Practices Variable Comp N/A 50% Corp 25% Renewal 25% NPS 30% Corp 30% Ren/NPS 30% Upsells 30% Corp 30% Ren/NPS 30% Upsells Systems CRM CRM CSP CRM CSP Marketing CRM CSP Marketing AMs N/A 0 By Quota By Quota AM Role N/A N/A X-Sell X-Sell
  26. 26. @pteshimaAll Rights Reserved Amity 2015 Potential for New $$$ CurrentMRR Strategic Sr. Account Manager Named CSM Accelerate Onboarding CSM Only Enterprise Named CSM Named TAM Nurture Account Manager Pool of CSMs
  27. 27. @pteshimaAll Rights Reserved Amity 2015 I have a hard time saying “no” to anyone CUSTOMERS SALES MARKETING PRODUCT PARTNERS SERVICE
  28. 28. @pteshimaAll Rights Reserved Amity 2015 “Few races are won at the start, but many races are lost there” - livestrong.com
  29. 29. @pteshimaAll Rights Reserved Amity 2015 Hold Sales/Services/Partners Accountable < 30 Days 30 – 60 Days > 60 Days Onboarding Watchlist
  30. 30. @pteshimaAll Rights Reserved Amity 2015 Set an Actionable Plan Based on Your Product Value Lifecycle
  31. 31. @pteshimaAll Rights Reserved Amity 2015
  32. 32. @pteshimaAll Rights Reserved Amity 2015
  33. 33. @pteshimaAll Rights Reserved Amity 2015 UPSELL X-SELL Eloqua More Contacts EloquaDivision1 EloquaDivision2 EloquaDivision3 Sales Tools Usage + Value Value + Selling
  34. 34. @pteshimaAll Rights Reserved Amity 2015 Find Hunters That Are Better Farmers
  35. 35. @pteshimaAll Rights Reserved Amity 2015 Our “Ideal” Customer Lifecycle
  36. 36. @pteshimaAll Rights Reserved Amity 2015 Avoid the Sample of One
  37. 37. @pteshimaAll Rights Reserved Amity 2015 Grow Exec Support by Developing a Customer Success Cadence
  38. 38. @pteshimaAll Rights Reserved Amity 2015 Case in Point: Customer Satisfaction -16% -8% -9% -3% 4% 2% 4% 6% 3% 13% 3% 10% -20% -15% -10% -5% 0% 5% 10% 15% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 NPS Score by Quarter
  39. 39. @pteshimaAll Rights Reserved Amity 2015  Map our your customer product value lifecycle  Put pressure on other groups to do their part  Develop a customer success cadence with your executive team X Stop CSMs from leaving the team to other roles X Hire AMs without domain and product knowledge
  40. 40. @pteshimaAll Rights Reserved Amity 2015 41neednudge.com 1,000+ Customers Grow the Base (faster, better, cheaper)
  41. 41. @pteshimaAll Rights Reserved Amity 2015
  42. 42. @pteshimaAll Rights Reserved Amity 2015 As You Grow You Need to Upsell Source: Pacific Crest SaaS Benchmark Report
  43. 43. @pteshimaAll Rights Reserved Amity 2015 Cost to Renew/Upsell 5x Lower Than New Source: Pacific Crest SaaS Benchmark Report
  44. 44. @pteshimaAll Rights Reserved Amity 2015 However New ASP is Still Too Low Source: Pacific Crest SaaS Benchmark Report
  45. 45. @pteshimaAll Rights Reserved Amity 2015 Why Grow the Base? 2009 2012 2007 2012 ACV Increase 26.5x ACV Increase 7.5x
  46. 46. @pteshimaAll Rights Reserved Amity 2015 A Customer Success Maturity Model Customers 0-20 20-100 100 – 1,000 1,000+ Stage Get to Product Market Fit Make it Work, Then Drive Value Learn to Scale Grow the Base CSMs 0 1-3 <8 By Segment CSM Role N/A Product Engagement Value Adoption Best Practices Variable Comp N/A 50% Corp 25% Renewal 25% NPS 40% Corp 30% Ren/NPS 30% Upsells 40% Corp 30% Ren/NPS 30% Upsells Systems CRM CRM CSP CRM CSP Marketing CRM CSP Marketing AMs N/A 0 By Quota By Quota AM Role N/A N/A X-Sell X-Sell
  47. 47. @pteshimaAll Rights Reserved Amity 2015 Running the Machine
  48. 48. @pteshimaAll Rights Reserved Amity 2015 The Organization Was Complex Me (92) Consulting and Education (14) Professiona l Services (28) Account Mgmt (4) Product and Premier Support (34) Customer Success (12)
  49. 49. @pteshimaAll Rights Reserved Amity 2015  Leverage upsells/x-sells as a growth lever  Document, train and sell the value of the “machine” X Underestimate the value of over communicating X Stop storytelling about customer success
  50. 50. @pteshimaAll Rights Reserved Amity 2015 51neednudge.com #thebestmarketersintheworlduseEloqua
  51. 51. @pteshimaAll Rights Reserved Amity 2015
  52. 52. @pteshimaAll Rights Reserved Amity 2015 THANK YOU Paul Teshima Co-founder and CEO Nudge @pteshima neednudge.com
  53. 53. Meet our host Paul Philp Founder & CEO, Amity @GetAmity Practical Customer Success, Fall 2015 Series August 24, 2015 @GetAmity
  54. 54. Scaling Customer Success Scaling Customer Success | August 2015 Paul Philp - Founder & CEO | paul@getamity.com
  55. 55. From Chaos To Scalability Renewals Uplift Retention Referrals Advocacy Efficiency Productivity Scalability Visibility Confidential © 2015 Amity
  56. 56. How Amity Works Customer Lifecycle Automation Confidential © 2015 Amity
  57. 57. Questions? #PracticalCustomerSuccess Practical Customer Success, Fall 2015 Series August 24, 2015 @GetAmity
  58. 58. @pteshimaAll Rights Reserved Amity 2015 Thank you for being here! Let’s continue the conversation Paul Teshima @pteshima @NeedNudge Amity @GetAmity www.GetAmity.com Practical Customer Success, Fall 2015 Series August 24, 2015 @GetAmity
  59. 59. Practical Customer Success, Fall 2015 Series October 7, 2015 Kate Legget, Forrester Research Analyst Smart Processes for Customer Success Practical Customer Success, Fall 2015 Series August 24, 2015 @GetAmity

×