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Communicating the Value of Customer Success to Executives
This document discusses communicating the value of customer success to executives. It notes that it can be difficult to justify this value due to time constraints, existing biases, and the challenges of recognizing patterns. However, examples are given of how moving from reactive to proactive customer success can identify business problems like reduced resolution times and refunds. Improved customer success can also help identify opportunities that lead to better campaign performance and upsell. The document ends by linking customer needs to a hierarchy based on Maslow's hierarchy of needs, from troubleshooting to insights.
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Communicating the Value of Customer Success to Executives
- 1. PRODUCED BY Communicating theValue of Customer Success to Executives Dutta Satadip Google
- 2. PRODUCED BY “ Youcan’t connect the dots looking forward, you can only connect them looking backwards. So you have to trust that the dots will somehow connect in the future ”
- 3. PRODUCED BY Operations Engineering Sales ProductMarketing Product Management Partnerships
- 4. PRODUCED BY Why isit hard to justify the value of customer success to executives?
- 5. PRODUCED BY Time isPrecious Source: unsplash.com
- 6. PRODUCED BY Existing PerceptionBias Source: unsplash.com
- 7. PRODUCED BY Pattern Recognitionis Hard Source: unsplash.com
- 8.
- 9. PRODUCED BY Moving customersuccess from reactive to proactive
- 10. PRODUCED BYPRODUCED BY Isthere a burning problem? Source: unsplash.com
- 11. PRODUCED BY Reduced resolutiontime from 5 days to 5 hours
- 12. PRODUCED BY Can youidentify a business problem? Source: unsplash.com
- 13. PRODUCED BY Reduced refundsfrom 5% to <1 %
- 14. PRODUCED BY Can youhelp identify opportunity? Source: unsplash.com
- 15. PRODUCED BY Improved campaignperformance by 35%. Increased Upsell.
- 16. PRODUCED BY So whatdid I actually learn?
- 17. PRODUCED BY Maslow’s Hierarchyof Needs Motivational theory - people are motivated to achieve certain needs & some needs take precedence over others. Source: simplypsychology.com
- 18. PRODUCED BY Customer hierarchyof Needs Thought Partner: Design the future with me Insights: Tell me what I could do more Adoption: Am I using everything I paid for Implementation: Make it work the first time Troubleshooting: Answer my questions fast
- 19. PRODUCED BY Troubleshooting Implementation SolutionEngineeringCampaign Optimization Insights Organization grew over time: Improved CSAT by 35%
- 20.