Customer Success is the function at a company responsible for managing the technical and business relationships between a company and its customers with the intent of maximizing the value that customers generate from the products or services they acquired from the business by making them as profitable and productive as possible.

2. Customer Success is when
your customers achieve their
goals through their interaction
with your company

3. Customer Success is:DEFINITION
▸ Mindset
▸ Department
▸ Maturing discipline

4. HOW
CUSTOMER
SUCCESS
EVOLVED
▸ Customer Support - solve problems as
quickly as possible
▸ Sales - work to bring more revenue
▸ Product Team - improving product
Who is left to manage the ultimate
satisfaction and success of the customer?

5. Customer Success

6. WHY IS
CUSTOMER
SUCCESS
IMPORTANT?
Reduce
Churn Rate
Increased revenue from
cross-sells and upsells
Acquire
new customers
with brand advocacy

7. Hire Customer Success
Manager as early as possible
WHAT TO DO

8. WHO IS
CUSTOMER
SUCCESS
MANAGER?
WHAT CSM
DOES? ● Support
● Product manager
● Salesperson
● Consultative advisor
● Tracks metrics
● Lifecycle emails
● Acts on feedback
● Customer nurturing
is does

9. Customer Success is not the same
as Customer Support!
CUSTOMER SUCCESS
CUSTOMER SUPPORT

10. ● Reactive
● Addressing customer's product/
billing questions
● Solving technical issues
● Creating support documents
● Short-term perspective
● Proactive
● Reduce churn, increase retention
● Expand revenue (cross-sell, up-sell)
● Optimize customer lifecycle
● Manage customer support
● Long-term perspective
Customer Support Customer Success

11. Collect feedback
WHAT TO BEGIN WITH

12. MEASURE
Net Promoter Score®
▸ Start measuring NPS®
as soon as possible
▸ Is a single question survey that actually gets
responses
▸ Gives you actionable feedback
▸ Closing feedback loop is highly important
▸ Helps you identify customers at the risk of churn
1

13. Calculating Net Promoter Score

14. 2MEASURE
Customer
Satisfaction Score
▸ Customers rate the recent
product experience on the
scale of 1-5
▸ Useful to ask about specific
products or services
▸ Can identify the potential areas
for improvement
▸ Short-term

15. How to reduce customer churn?
Reasons and Solutions
Customer churn

16. What if majority of your customers are leaving not because they
don’t use your product, but because they don't know how to use
your product?
REASON Poor Onboarding Experience
#1

17. 6 Tips to Improve User Onboarding Experience
Keep the onboarding
process short
Interactive tutorials
or walkthrough
Give them an option
to skip a step
Emails and push
notifications
Test onboarding
approaches and measure
the impact

18. REASON
#2
78% of customers bail out on a product because of a
poor customer service experience
Ineffective customer service

19. 7 Customer Service Hacks

20. REASON
#3
81% of customers are more likely to stay provided that
they feel connected with the brand.
Weak relationships

21. Know your customers’ preferences
Add value to any interaction
Re-engage inactive customers
Tips to help you build strong relationships

22. REASON
#4 Most of the time, your customers won’t tell you
the reason for switching to a different brand, or
they would move before you even conduct
customer satisfaction surveys.
Ignoring data

23. Track. Improve. Repeat!
1. Pay close attention to what your customers are asking, monitor how
they use your product and what obstacles they are facing.
2. Put all improvement ideas on a priority list (easy-to-fix and highly
demanded features go to the top) and pass that list to your product team.
3. Track the interaction of customers with newly developed features and
use early feedback from users to refine product experiences.

24. PROCESS
Measure Establish Improve
Customer Success workflow:

25. Customer Success PlatformNet Promoter Score
Useful tools to help you achieve your goals:
Customer behavior Email automation
Customer support Data tracking

26. In the end
it all comes down to one thing...

27. Making your customer feel special!

28. THANK YOU!
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