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Customer Success Management - Experience Hacking in the Subscription Age
The document discusses the importance of customer experience and success management, highlighting that 55% of customers would pay more for better experience and 72% share their positive experiences with others. It emphasizes the need for smart processes and strategies in customer success programs, including onboarding, retention, and measuring value. Additionally, it notes that companies focusing on customer experience can achieve significantly higher retention and revenue.
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Customer Success Management - Experience Hacking in the Subscription Age
- 1. Yammer customers showinglove: https://uk.pinterest.com/pin/25473554112749068/ CUSTOMER SUCCESS MANAGEMENT Experience Hacking in the Subscription Age Stephen Danelutti @stephenwrks uk.linkedin.com/in/stephend
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- 3. 55% of customers would pay morefor better experience 72% tell 6 people or more if happy IMPACT of experience 67% cite bad experience for churn White House Research / Esteban Kolsky
- 4. What’s hacking? Growth CultureExperience
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- 6. SaaS for B2B Beyondthe Health Score: Smart Processes for Customer Success
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- 8. What’s to begained from it? Beyond the Health Score: Smart Processes for Customer Success
- 9. A Good CustomerSuccess Program
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- 11. Set vision &identify business scenarios Map to usage scenarios & create adoption plan Engage your resources and execute on adoption plan Measure, share success, & iterate Usage and adoption plan
- 12. VISION & PROJECT ENABLEMENT - FOCUS: People ProjectStructure Architecture - OUTPUT: Program Plan BUSINESS AS USUAL ADMINISTRATION COMMUNITY MANAGEMENT TECHNOLOGY ENABLEMENT COMMS & TRAINING Business Value Enablement Business Case Business Review Adopted Engaged Embedded Provenmethodology
- 13. Smart Processes DeliverPredictable Outcomes Onboarding and product adoption Who is using product? Who is not? How to intervene to successfully onboard users Best practice adoption and retention What features are being used? Are stickiest features being used? Are features used the right way Quantify the value of the product and how it helps realize business goals How is product being used? What was the products-time-to- value What is the return on investment What adjustments to contracts make sense Risk management Early warnings Intervention workflows Beyond the Health Score: Smart Processes for Customer Success
- 14. Customer Experience “Companies that focuson customer experience see results of up to 25% higher retention and revenue.” Emmett C. Murphy is the new Product
- 15. Should you charge fora CSM*?
- 16. Strategies differ fordifferent account tiers Strategic Accounts High Touch QBR. Health checks Best practice education Minimal level of automation Commercial accounts Low Touch Automated interactions Best practice education Value Accounts Automated Touch Webinars Newsletters and Campaigns Usage at scale – see next slide Beyond the Health Score: Smart Processes for Customer Success and can impact in different ways
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- 18. Customer success marketing Greatcontent increases lifetime value Pardot research 2014 Onboarding materials, presentations, and email nurture tracks Customer events, webinars, and case studies Ongoing product communications, highlights, and positioning https://www.sparkpage.com/
- 19. Community and useractivity Communications Engagement events Training Customer and Partner Community Platform
- 20. Customer success increasesadvocacy Average Customers Brand Advocates
- 21. Make your productdo more work WalkMe™ guides users every step of the way to successfully complete their tasks for your online product.
- 22. Attributes of theperfect CSM
- 23. Success Intelligence Customer • Goal •Features • Success measures • Onboarding • Calls and tickets • Success events • Provisioned users • Active users • Inactive users Contract • Realised economic value • Renewal • Terms • Audit records Advocacy • Case studies • Social mentions • General love Feedback • Alerts • Support feedback • Satisfaction scores Beyond the Health Score: Smart Processes for Customer Success
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- 25. Stephen Danelutti @stephenwrks uk.linkedin.com/in/stephen d You’ve reachedyour destination Thanks for coming along Enjoy the ride ? Let me know