SLIDES from PulseLocal Phoenix Customer Success Meet-up on October 1, 2014. The customer success movement is here and catching fire quickly. These are the slides used during our meet-up on 10/1. Please join us for our next meet-up as we share insights and collaborate with local experts and customer success professionals to develop approaches that drive customer retention, satisfaction and sustainable growth; especially against a backdrop of a growing subscription-based economy.

1. Customer Success
Professionals Meet-up
October 1, 2014

2. INTRODUCTIONS

3. Video Clip from Pulse 2014
“How the Subscription Economy Paved the
Way for Customer Success”
CHRIS CABRERA
CEO Xactly
(@ 07:45 min – 11:49 min)
http://vimeo.com/96457776

4. Building Customer
Health Scorecard

5. Definition of Customer Success
“A proactive, holistic, and organization-level
approach that leverages technology and real-time
visibility into customer activities to ensure
your customers…continually and increasingly
receive value from your product over the course
of their lifetime as a customer.”
– Lincoln Murphy

6. “Customer success isn’t defense, its offense.”
“In light of this new renewable relationship,
software companies have to be more proactive
in their customers’ success to become successful
themselves.”
Roger Lee, General Partner, Battery Ventures

7. Customer Success
• The basic health of a SaaS business is directly tied to its
ability to retain its customers and prevent churn
• Positive health tied to customer advocacy
• Customer Success is NOT just one team’s responsibility
• Customer Success is more than account management
• Customer Success depends on:
– Ensuring that Customers are happy
– Every engagement is super-awesome!
– Ensuring that Customers receive and understand the
promised business benefits to which they have subscribed
– RAISING VALUE!

8. Build Customer Health Score Card
• Identify Awesome & Terrible Customers
• Assess distinguishing data patterns
• Create ideal and at-risk customer “data
profiles”
• Segmentation
• CAUTION: Internal perspective different than
customer’s
• Good health vs. Product Usage

9. Key Elements
• Phases:
– Initial Startup (Adoption)
– Sustain (1st year)
– Renewals
• Product Usage Metrics
– How many metrics are too much?
• Support Cases
• Depth & Breadth
• NPS & Customer Sat Scores
• Milestone Events
• Meaningless without Action

10. Next Meeting
• Ideas for increasing membership
– “Bring a buddy”
– Participate in LinkedIn Group
– Post key take-aways to help convey value of
meetings
– Tweet
• Ideas for Next Month’s Topic
• Next Location/Host