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Customer success on salesforce platform dreamforce 2014
The document emphasizes the importance of customer success in the subscription economy, where organizations must focus on reducing churn and maximizing customer lifetime value. It outlines strategies such as effective onboarding, data-driven engagement, and tailored customer interactions to enhance retention and grow revenue. The message is clear: establishing a successful customer lifecycle management approach is vital for creating long-term customer relationships.
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Similar to Customer success on salesforce platform dreamforce 2014
Customer success on salesforce platform dreamforce 2014
- 1. Run Best-in-Class CustomerSuccess on Salesforce1 October 15, 2014
- 2. We’ve all seenit: changes in customer purchase behavior Own Use
- 3. The Challenge ofthe Subscription Economy $ TIME Revenue Customer Acquisition Rate
- 4. So, the Stakesare High for Customer Success Failure occurs when Churn > Acquisition 70%+ Revenue Is Recurring Maximize CLV: CAC Recovered in <12 months Acquisition Churn
- 6. DELIVER ACQUIRE ONBOARDADOPT UPSELL CROSS-SELL RETAIN RENEW ADVOCACY Create Customers for Life Customer lifecycle management is an important discipline for organizations that depend on recurring revenue
- 7. Joel Martin Sr.Director Customer Success
- 8. Trusted Customer Successis Our #1 Value 2003 Customer Success Managers 2008 Recognized by Gartner 2010 Customers For Life 2014 Success Services
- 9. Learn more! Visitour Success Hub @ the Hilton this week www.salesforce.com/success-services
- 10. Start by Establishinga Coverage Model That Scales Customer Segmentation 1 2 3 Large Medium Small Self-Service & Automation Create Scale Precision Engagement Prioritize Risk 1:Many Programs Expand Reach Engagement Strategy Funding the Model
- 11. Use Data-Driven Approachto Customer Engagement Buy Onboard Adopt Renew Month -3 Month 0 Month 6 Month 9 Month 12 Implementa)on Planning Accelerate Adop)on Customer On-‐Boarding Month 3 Catch Lagging Implementa)on Ini)ate Renewal Renew Engagement Data Trigger • Deal size & stage • Partner involvement • Risk factors • Provision Date • Service En)tlement • Geography • Go-‐Live Date • System Usage • Adop)on Measures • Contract Term • Pre-‐Defined Risk • Addi)onal Opportunity • System Usage • Peer Benchmarking • Best Prac)ces
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- 13. Build Success IntoYour Company DNA ü Bake into your product ü Right team on the field ü Everyone is accountable
- 14. Measure Everything •Define what “good” looks like • Leading Indicators • Engagement Impact • Business KPIs
- 15. Renewal Success isBased on Customer Success Customer Success Customer Renewal ü Solution meets needs ü Realizing value ü Feels appreciated • Renewal Process • Transaction • Cross/Up Sell
- 16. Create Customers forLife and Maximize Customer Lifetime Value PRIORITIZE Data-driven Customer Insight ENGAGE Tailored Customer Engagement EXPAND Grow Your Business and Scale
- 18. Create Customers forLife and Maximize Customer Lifetime Value PRIORITIZE Data-driven Customer Insight ENGAGE Tailored Customer Engagement EXPAND Grow Your Business and Scale
- 19. To Learn More:Thank you! Visit us at Booth #1232 in Moscone North Join us at Annabelle’s Bar and Bistro, across from the Marriott