Creating and Managing Tech-Touch Relationships with Customers
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Customer Success Summit 2016 Breakout Session Presented by: Phil Nguyen, Head of Communities and Customer Success, Bluescape
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1. An agenda covering why alignment is needed, the power of successful customers, selling to the right customer, and the responsibilities of sales and customer success.
2. A discussion of why lifetime value is important and customers having more choices and lower switching costs.
3. Points that successful customers generate renewals, expansions, and new logos, and the importance of resources not being wasted on improper customers.
4. An overview of sales responsibilities to sell to the right customer, set proper expectations, avoid overselling, and ensure clean handoffs to customer success.
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Digital Foundations: 3 Simple Steps to Changing your Digital DNA
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SuccessBLOCs Webinar Adoption
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In this webinar, Ravit Danino, VP of Product Management at Totango, gives an in-depth look at a groundbreaking, modular, concept in Customer Success. In our first ever mini-series SuccessBLOCs: Onboarding, Escalation, and Adoption, the second installment Escalation, you'll learn:
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Find the on-demand webinar and more info at www.totango.com.
Totango Spark: The Future of Customer Success has Arrived
Spark is finally here! Join our Customer Success industry expert and VP of Product Management at Totango, Ravit Danino, for this introductory webinar on the general availability of Spark.
Totango Spark empowers enterprises to quickly adopt and operationalize customer-centricity across their organizations, enabling them to complete their digital transformation and grow their business by becoming more customer-centered.
In this webinar we cover:
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- SuccessBLOCs - a groundbreaking, modular, concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives, each step is chosen by the business to meet specific customer success goals.
Find the on-demand webinar and more info at www.totango.com.
Onboarding: Optimize the New Customer Journey for Seamless Product Adoption
Onboarding best practices and SuccessBLOCs are discussed. SuccessBLOCs are frameworks that focus on results rather than just activities to ensure customers have a consistent and effective onboarding process. Managers measure onboarding success by meeting project timelines and milestones, providing a smooth customer experience, and customers adopting the product or service after onboarding.
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This document summarizes the results of a survey on the state of the customer success profession in 2018. Key findings include that 83% of customer success teams saw growth over the last year. Customer success is becoming a more strategic function for companies. The top priorities for customer success teams are churn reduction, product adoption, and onboarding. Use of customer success platforms increased from 36% in 2016 to 43% in 2018. Average compensation for customer success managers is $78,000, directors of customer success make $113,000 on average, and chiefs/VPs of customer success average $150,000.
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This document discusses customer success at Trustpilot, a consumer review and recommendation platform. It provides an overview of Trustpilot's customer success team, processes, and results. The key points are:
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Presented by Evan Klein, Founder and President of Satrix Solutions, at Customer Success Summit, Track 1.
Goal-Oriented Technology
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Technology plays a critical role in advancing the capabilities of Customer Success. Understand why goal-oriented technology is the key to delivering the right results quickly and with confidence.
Building Your Champion Network
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Moving to SaaS is a huge transformation. Hear how CA managed this change, the impact it had inside and outside their organization, and how the whole company, from Product, Marketing, Finance, Sales, Support, Services, Partners, UX, all needed the single source of truth to succeed.
Creating a CX-Focused Company
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Million Dollar Bet - We're All-in In Customer Success
Presented by Laurence Dean, Group Services, Director for Client Success at Dimension Data. Shared at Customer Success Summit 2018.
Dimension Data, a leader in IT Services Management, is making a big bet on Customer Success. In a highly competitive environment, they are seeing early results from their Customer Success initiatives and are placing a big bet on gaining real competitive advantage.
How to Become a CCO - Talk the Talk
Presented by Tal Tsfany, VP of Customer Success at Mulesoft, at Customer Success Summit 2018.
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Presented by Deepak Sharma, Customer Transformation Leader, at Deloitte Consulting, and Heather Peck, Global Services Chief of Staff and Transformation Lead at Hitachi. Shared at Customer Success Summit 2018.
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Presented by Brian Curry, Chief Operating Officer at NICE-Satmetrix, at Customer Success Summit 2018.
Many B2C and large enterprise B2B companies are experiencing the need to expand their established CX practices with the new methodologies of Customer Success. Learn how companies are managing that fusion and the impact it can make.
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Presented by Nicolle Paradise, Senior Director of Client Experience at ADP, at Customer Success Summit 2018.
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Artificial Intelligence and Machine Learning have come to fruition but what does it really mean for your CS organization? What does AI and ML really mean and how they can be applied to increase efficiency and accelerate insights.
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Partecipate alla presentazione per immergervi in una storia di interoperabilità, standard e formati aperti, per poi discutere del ruolo importante che i contributori hanno in una comunità open source sostenibile.
BIO: Sostenitrice del software libero e dei formati standard e aperti. È stata un membro attivo dei progetti Fedora e openSUSE e ha co-fondato l'Associazione LibreItalia dove è stata coinvolta in diversi eventi, migrazioni e formazione relativi a LibreOffice. In precedenza ha lavorato a migrazioni e corsi di formazione su LibreOffice per diverse amministrazioni pubbliche e privati. Da gennaio 2020 lavora in SUSE come Software Release Engineer per Uyuni e SUSE Manager e quando non segue la sua passione per i computer e per Geeko coltiva la sua curiosità per l'astronomia (da cui deriva il suo nickname deneb_alpha).
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My slides at Nordic Testing Days 6.6.2024
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Creating and Managing Tech-Touch Relationships with Customers
- 1. Creating and Managing Tech- Touch Relationships With Customers
- 2. Agenda • About me • What is Community to Bluescape • Problem Statement • 4 steps • Best Practice • Results • Take-a-ways
- 3. Phil Nguyen • Run the Bluescape Community • Program builder • “Let it go” • Visual Collaboration Platform
- 5. What is in Community?
- 9. Problem: Give customers the best service
- 10. 1. Prepare to scale your business
- 11. 2. Customer Segmentation Enterprise High Touch Midmarket Medium Touch SMB Touch Points Umbrella Strategic # of licenses (ACV) Size
- 12. 3. Decide on model
- 14. Before….
- 15. After….. Call to Action Monthly Metrics Updates, news, features
- 16. 4. Get buy-in from CSMs
- 17. Best Practice • No surprises! • Transition during QBR • Make Touch Points content meaningful and memorable
- 18. Results • 100% retention rate at renewal time • 72% of renewals purchased additional licenses and hardware • 100% referable • Evangelize and partner up • Case study • Webinar • Host event • CSAT
- 19. Take-away/Lessons Learned • Be creative • Take risks • Know your customers: understand what customers need from you to be successful • Buy-in from all parties is critical
- 20. Q&A
- 21. Programs