The document discusses customer success in a mobile world, highlighting the importance of responsiveness, availability, and the use of cutting-edge technology. Key themes include the necessity for over-communication when third parties are involved, the significance of customer engagement, and the value of tailored experiences for different customer segments. Additionally, it emphasizes that providing dedicated resources can significantly enhance customer experience and success.

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Customer Success in a Mobile World
Moderator: Stephanie Pelegrino, Gainsight
Annie Tsai, CCO at DoubleDutch
Mike McCaron, MobileIron

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CCO
Annie Tsai
DoubleDutchDoubleDutch

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The world we live in

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How do we define success?
Close the gap
between
USE and LOVE

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Meet  Use  Love

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How to deliver?
Event
Organizer
End UserExhibitors
Experience Delivery
Segmentation models by:
o Deal type & size
o Market
o User Type
Relationship & Renewal
Segmentation models by:
o Market
o Opportunity

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Customer Lifecycle
EventEvent EventEvent
Customer
Success
Customer
Success
EventEvent
Customer
Success
Customer
Success
Customer
Success
Customer
Success
Customer SupportCustomer Support
Account ManagementAccount Management
Experience
Delivery
Experience
DeliveryRenew/GrowRenew/Grow
Customer MarketingCustomer Marketing
CommunityCommunity

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Org Structure

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How does Mobile change the Success equation?
AdoptionAdoption
EngagementEngagement
Event
Organizer
End UserExhibitors

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Lessons Learned (so far)
• 24/7/365. The struggle is real.
• When third parties are involved, over-communication is key
• Segment enough but not too much
• When we are betting on end users, it’s not enough to tell a client
that s/he did great

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THANK YOU

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VP, Customer Success
Mike McCarron

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Our Charter
Provide customers with the best product
and services experience to enable them to
become Mobile First organizations

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Our Team
Customer
Success
Customer
Success
Professional
Services
Professional
Services
Customer
Advocacy
Customer
Advocacy
Technical
Support
Technical
Support
Mobility
Intelligence
Center
Mobility
Intelligence
Center
ProgramsPrograms
OperationsOperations

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Our Approach
Leverage the talents and expertise of the individual teams…

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Our Approach
…to deliver a complete experience with exceptional results

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Strategic Initiatives
EducationEducation EngagementEngagement TechnologyTechnology
Customer On-boardingCustomer On-boarding
MobileIron UniversityMobileIron University
Tech Talk WebinarsTech Talk Webinars
Customer ForumsCustomer Forums
Proactive OutreachProactive Outreach
Advisory BoardAdvisory Board
GainsightGainsight
Self Service PortalSelf Service Portal
Global SearchGlobal Search
How-To Guides/DocsHow-To Guides/Docs Voice of CustomerVoice of Customer SFDC Service CloudSFDC Service Cloud

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Customer Success in a Mobile World…
AvailabilityAvailability
ResponsivenessResponsiveness
Next-Gen Tools/AppsNext-Gen Tools/Apps
Customers expect CSM and Technical resources to be available 24 x 7Customers expect CSM and Technical resources to be available 24 x 7
Customers expect accurate responses quicklyCustomers expect accurate responses quickly
Customers want to use the latest & greatest tools, apps, and technologyCustomers want to use the latest & greatest tools, apps, and technology

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Dedicated Resources Can Make All The DifferenceDedicated Resources Can Make All The Difference
Technology Drives Focus and ScaleTechnology Drives Focus and Scale
Customer Tiers Are A Good ThingCustomer Tiers Are A Good Thing
Lessons Learned

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THANK YOU