Customer escalations
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The document outlines a customer escalation program. It discusses the objectives of educating staff on escalation policies and procedures. The goals of the escalation program are to provide structure, clear communication, and a resolution plan for escalated customer situations. The escalation manager is Sonny Espinoza. Reasons for escalating a customer include unmet expectations, poor performance, and critical times like maintenance renewals. The escalation process involves requesting escalation, creating a case, and engaging teams to address issues and provide weekly updates.
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Customer Success for the C-Suite – Why Churn Matters with You Mon Tsang
You Mon is the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time Customer Success platform. Before ChurnZero, he was the CMO of Vocus (now Cision) and CEO of its marketing automation business unit, OutMarket.
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Key Points:
1. You can see a 6%+ increase in net retention rate if you have a customer success leader.
2. Success vs Support vs Account Management = Proactive vs Reactive vs Scheduled.
3. Onboarding is crucial for retention - create a plan for ‘stuck’ customers.
4. A simple health score on your account is better than none - use whatever data you have access to and track it. (Subjective & objective and internal & external data)
5. The bigger the company, the more complex a CS leader role. Ensure you hire the right person to handle your customer base.
How to use Customer Success to Prep for and Drive Contract Renewals
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How to use Customer Success to Prep for and Drive Contract Renewals - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Concur, InsideView, Marketo
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- 2. AGENDA • SESSION OBJECTIVES • CUSTOMER ESCALATION PROGRAM • REASONS WE WOULD ESCALATE A CUSTOMER • COMMUNICATION AND TRACKING • AVAILABLE RESOURCES • Q&A
- 3. SESSION OBJECTIVES • OBJECTIVE: TO EDUCATE YOU ON THE CUSTOMER ESCALATION POLICIES AND PROCEDURES. • ACTIONS - AT THE END OF THIS SESSION YOU WILL BE ABLE TO: • UNDERSTAND WHY YOU WOULD WANT TO ESCALATE A CUSTOMER • UNDERSTAND THE PROCESS TO ESCALATE • UNDERSTAND THE GOALS AND PRIMARY OBJECTIVE OF THE CUSTOMER ESCALATION MANAGER • KNOW THE REASON WHY WE ESCALATE A CUSTOMER
- 4. CUSTOMER ESCALATION PROGRAM • GOAL: PROVIDE STRUCTURE, CRISP COMMUNICATIONS, A RECORD OF AND A PLAN FOR RESOLVING A CUSTOMER ESCALATION. PROVIDE ONE WAY TO HANDLE ESCALATED CUSTOMER SITUATIONS. • A CUSTOMER ESCALATION HAPPENS WHEN: • THE CUSTOMER IS UNHAPPY • WE HAVE NOT MET THE CUSTOMER’S EXPECTATIONS OR DELIVERED ON OUR COMMITMENTS • OUR PERFORMANCE IS NOT WHAT IT NEEDS TO BE • WE ARE ENTERING A CRITICAL TIME WITH THE CUSTOMER (E.G. MAINTENANCE RENEWAL, NEW BUSINESS, COMPLEX UPGRADE, …) AND WE SHOULD GIVE SOME EXTRA ATTENTION • SONNY ESPINOZA IS THE ESCALATION MANAGER
- 5. PROCESS TO CREATE AN ESCALATION • ANYONE CAN REQUEST A CUSTOMER ESCALATION BY CONTACTING THE ESCALATION TEAM. • ESCALATION VIA ANY OTHER PATH WILL BE VECTORED THRU THE ESCALATION TEAM. • ESCALATION MANAGER WILL REVIEW WITH EVP AND DIR. OF SUPPORT. IF NEEDED VP OF SALES TO APPROVE. • ESCALATION TEAM WILL CREATE A “CUSTOMER ESCALATION” CASE IN SALESFORCE.COM AND CONTACT THE CUSTOMER. • SOMEONE FROM THE EXECUTIVE TEAM WILL CONTACT THE HIGHEST LEVEL PERSON AT THE ACCOUNT TO SHOW EXECUTIVE COMMITMENT. • ESCALATION MANAGER WILL ENGAGE THE APPROPRIATE PEOPLE THROUGHOUT CSI TO PUT A RESPONSE PLAN IN PLACE. • ESCALATION MANAGER WILL TRACK TO CLOSURE AND FOLLOW UP WITH THE CUSTOMER.
- 6. REASONS WE WOULD ESCALATE A CUSTOMER Customeris complaining about chronic support response problems. Customerhas a new, untrained ECMchampion. Customeris planning an upgrade across multiple releases without PS support. Customerhas a big deal pending and has a large number of support cases open. Customerhas a case open formore than 30? Days or has > 5 open cases. Customeris complaining about promises made by CSI that are not being fulfilled. Customer has not called Support in over 60? days. Customer expresses a lackof trust in the data reported by ECM. Customer opens one ormore high- impact issues, but tells us they do not have time to workthem. We have exceeded the expected time frame for case closure (based on SLA). Customer has several open issues and a pending maintenance renewal. Customer has significant product problems.
- 7. COMMUNICATION • TRACKED IN A SALESFORCE.COM ESCALATION CASE • WEEKLY UPDATES TO: • EXEC STAFF • PRODUCT GROUP STAFF • AM/SE • RVP • CUSTOMER
- 8. AVAILABLE RESOURCES SONNY ESPINOZA | MANAGER, CUSTOMER ESCALATION TEL: ---.---.---- | CELL: ---.---.---- Sonny z