Customer Success Summit Breakout Session Presented by: Chad Sears, VP Customer Success, Qumu

1. Building a profile for
customer health by
understanding your
customers

3. 200
Employees
5
Offices
(Tokyo,
SF,
Minneapolis,
London,
India)
220
Enterprise
Customers
Leader
in
Gartner
MQ
since
inception
of
this
market
research
Live
secured
video
to
450K
concurrent
users
Customers
running
thousands
of
live
events
a
month
Millions
of
employee
generated
videos
shared
Gartner
Magic
Quadrant
for
Enterprise
Video
Management
by
Whit
Andrews
and
Adam
Preset
– November
30,
2015
Gartner
does
not
endorse
any
vendor,
product
or
service
depicted
in
its
research
publications,
and
does
not
advise
technology users
to
select
only
those
vendors
with
the
highest
ratings
or
other
designation.
Gartner
research
publications
consist
of
the
opinions
of
Gartner’s
research
organization
and
should
not
be
construed
as
statements
of
fact.
Gartner
disclaims
all
warranties,
expressed
or
implied, with
respect
to
this
research,
including
any
warranties
of
merchantability
or
fitness
for
a
particular
purpose.

4. • Who
are
our
customers?
• What
are
they
trying
to
accomplish?
• Why
do
they
want
to
do
it?
• Why
now?
Why
us?
• What
make
some
customers
grow
their
usage
and
adoption,
and
others
flounder?
• Why
are
some
customers
flat
on
upsell,
despite
growing
usage
and
use
cases?
• Where
should
we
spend
our
energy?

5. Confusion
• Disparate
systems
and
data,
data
was
often
inaccurate
• Multiple
acquisitions
• 3
separate
and
unique
product
lines

6. What did we do?
What
was
the
solution?
• Capturing
usage,
support
and
NPS
data
in
Totango
• Gathering
ancillary
data
from
outside
sources
• Combining
in
a
unified
view
which
can
be
tweaked
to
make
decisions
High
level
steps
in
the
process
• Implementation
of
Totango into
our
product
• Consulting
spend
analysis
• Community
usage
analysis
• Support
analysis
• Product
usage
analysis
• Customer
analysis

7. What did we discover?
opinion (o·pin·ion):
a view or judgment
formed about something,
not necessarily based on
fact or knowledge.

8. Pain points identified
• Scoping the right solution for their problem
• Onboarding – Complicated, long, no first value
• Expectations – Do they match?
• Now what?

9. What makes a successful customer for
Qumu?
The
obvious:
• Overall
Usage
• %
of
license
consumed
• Growth
($,
usage,
licenses,
features)
• Features
used
• How
long
have
they
been
a
customer
• Survey
participation
rates
• Support
satisfaction
%
• Marketing
participation
– references,
speaking
engagements,
case
studies
• Product
feedback
• Community
involvement
• Time
to
first
value
The
not
as
obvious:
• %
spend
on
consulting
• Rate
the
customer
at
the
end
of
onboarding
• Swagger
score
• Does
customer
know
what
success
means
to
them,
do
they
have
a
plan
for
adoption
and
growth
• Onboarding
feedback

10. A sample success story
40,691
Number of Views
26,123
SustainedViews
0
Externalpresentation
697
▲ 325%
Internalpresentation
100%
Satisfaction Score
9
Tickets Created
14,568
Partial Views
697
▲ 325%
Published
• Top
10
dissatisfied
customers
list
• 1
use
case,
with
complex
requirements
• No
real
users,
project
gated
by
internal
process
• 18
months,
no
real
content
(all
tests)
• Negative
NPS
Score
• No
new
investment
in
18
months
• Sponsor
abandoned
project

12. 12%
85%
satisfaction
Investment
in
consultative
services

13. 20%
98%
satisfaction
Investment
in
consultative
services

14. Taking it back to your organizations
• Seek
to
validate
opinions
with
facts
• Learn
from
your
trends
and
use
them
to
educate
your
customers
• Seek
unlikely
correlations
within
your
data
• Agree
with
your
customer’s
definition
of
success
in
the
sales
cycle
• Target
your
ideal
customer

15. Lead with Customer Success
Go Live
A video experience for you
Strategic Planning
In-depth training
Health review

16. Q&A