Communicating the Value of Customer Success to Executives

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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.

Software

PRODUCED BY
Communicating the Value of
Customer Success to Executives
Dutta Satadip
Google

PRODUCED BY
“ You can’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 ”

PRODUCED BY
Operations
Engineering Sales
Product Marketing Product Management Partnerships

PRODUCED BY
Why is it hard to justify the value of customer success to
executives?

PRODUCED BY
Time is Precious
Source: unsplash.com

PRODUCED BY
Existing Perception Bias
Source: unsplash.com

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Pattern Recognition is Hard
Source: unsplash.com

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CUSTOMER
PROBLEMS
THAT
IMPACT
BUSINESS

PRODUCED BY
Moving customer success from reactive to proactive

PRODUCED BYPRODUCED BY
Is there a burning problem?
Source: unsplash.com

PRODUCED BY
Reduced resolution time from 5 days to 5 hours

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Can you identify a business problem?
Source: unsplash.com

PRODUCED BY
Reduced refunds from 5% to <1 %

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Can you help identify opportunity?
Source: unsplash.com

PRODUCED BY
Improved campaign performance by 35%. Increased Upsell.

PRODUCED BY
So what did I actually learn?

PRODUCED BY
Maslow’s Hierarchy of Needs
Motivational theory - people are
motivated to achieve certain needs &
some needs take precedence over
others.
Source: simplypsychology.com

PRODUCED BY
Customer hierarchy of 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

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Troubleshooting
Implementation Solution EngineeringCampaign Optimization
Insights
Organization grew over time: Improved CSAT by 35%

PRODUCED BY
@duttas http://www.linkedin.com/in/duttas
Source: unsplash.com

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