SlideShare a Scribd company logo

Customer Success Management

•Download as PPTX, PDF•
•
Nick Mehta
Nick Mehta
TechnologyBusinessEducation
1 of 28
Nick Mehta Thursday, May 9, 2013
2
3 Why? What? How?
4 Why?
5 • Product / Service Usage • Survey Responses • Payment History • Support Interactions • Community Forum Involvement • …
6
7 Per-Year
8 Per-Cycle
9 Per-Click
10 Friction for a Customer to Join Friction for a Customer to Leave
11 Vendor Success Customer Success
12 Vendor Success Customer Success Vendor Success Customer Success
13 What?
MA R K ETIN G SALES R ETEN TION  Unexpected Churn  Missed Up-sell  Costly Scaling of Team 14
MA R K ETIN G SALES R ETEN TION 15 61% of REVENUE
16 Marketing Sales ServicesSupport Customer Success Renewals
17 Retention Adoption Influence Satisfaction Engagement R A I S E Customer Success
18 How Not?
19 7 Customer Success Fails
Fail #1: No Buy-In and Owner of Customer Success
Fail #2: Relabeling Account Managers or Support
Fail #3: Giving CSMs Individual Quotas
Fail #4: Not Aligning Effort to Revenue
Fail #5: Treating All Customers the Same High Touch Low Touch No Touch
Fail #6: Starting at the Renewal
Fail #7: Missing the Full View of the Customer
27 Team Investors Clients
Customer Success Management

Recommended

Customer Success = Customer Outcomes + Customer Experience
Customer Success = Customer Outcomes + Customer ExperienceCustomer Success = Customer Outcomes + Customer Experience
Customer Success = Customer Outcomes + Customer ExperienceGainsight
 
Customer Success Management ( CSM ) Org Structures by Gainsight
Customer Success Management ( CSM ) Org Structures by GainsightCustomer Success Management ( CSM ) Org Structures by Gainsight
Customer Success Management ( CSM ) Org Structures by GainsightGainsight
 
Aligning Sales and Customer Success
Aligning Sales and Customer SuccessAligning Sales and Customer Success
Aligning Sales and Customer SuccessGainsight
 
Transition From Account Management To Success Management
Transition From Account Management To Success ManagementTransition From Account Management To Success Management
Transition From Account Management To Success ManagementTotango
 
Justifying the Investment for Customer Success Technology
Justifying the Investment for Customer Success TechnologyJustifying the Investment for Customer Success Technology
Justifying the Investment for Customer Success TechnologyTotango
 
How to leverage customer marketing to drive sales
How to leverage customer marketing to drive salesHow to leverage customer marketing to drive sales
How to leverage customer marketing to drive salesGainsight
 
10 Laws of Customer Success
10 Laws of Customer Success10 Laws of Customer Success
10 Laws of Customer SuccessGainsight
 
The Age of the Customer, 2018
The Age of the Customer, 2018The Age of the Customer, 2018
The Age of the Customer, 2018Gainsight
 

Recommended

Customer Success = Customer Outcomes + Customer Experience
Customer Success = Customer Outcomes + Customer ExperienceCustomer Success = Customer Outcomes + Customer Experience
Customer Success = Customer Outcomes + Customer ExperienceGainsight
 
Customer Success Management ( CSM ) Org Structures by Gainsight
Customer Success Management ( CSM ) Org Structures by GainsightCustomer Success Management ( CSM ) Org Structures by Gainsight
Customer Success Management ( CSM ) Org Structures by GainsightGainsight
 
Aligning Sales and Customer Success
Aligning Sales and Customer SuccessAligning Sales and Customer Success
Aligning Sales and Customer SuccessGainsight
 
Transition From Account Management To Success Management
Transition From Account Management To Success ManagementTransition From Account Management To Success Management
Transition From Account Management To Success ManagementTotango
 
Justifying the Investment for Customer Success Technology
Justifying the Investment for Customer Success TechnologyJustifying the Investment for Customer Success Technology
Justifying the Investment for Customer Success TechnologyTotango
 
How to leverage customer marketing to drive sales
How to leverage customer marketing to drive salesHow to leverage customer marketing to drive sales
How to leverage customer marketing to drive salesGainsight
 
10 Laws of Customer Success
10 Laws of Customer Success10 Laws of Customer Success
10 Laws of Customer SuccessGainsight
 
The Age of the Customer, 2018
The Age of the Customer, 2018The Age of the Customer, 2018
The Age of the Customer, 2018Gainsight
 
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...Gainsight
 
What is Customer Success?
What is Customer Success?What is Customer Success?
What is Customer Success?Shreesha Ramdas
 
How to Build the Ultimate Customer Success Board Presentation
How to Build the Ultimate Customer Success Board PresentationHow to Build the Ultimate Customer Success Board Presentation
How to Build the Ultimate Customer Success Board PresentationGainsight
 
2015 Customer Success Priorities Survey
2015 Customer Success Priorities Survey2015 Customer Success Priorities Survey
2015 Customer Success Priorities SurveyOpsPanda
 
Customer Success Business
Customer Success BusinessCustomer Success Business
Customer Success BusinessGuy Nirpaz
 
Fitting Customer Success into the Org Chart
Fitting Customer Success into the Org ChartFitting Customer Success into the Org Chart
Fitting Customer Success into the Org ChartOpsPanda
 
How to Drive Top-Line Growth with Customer Success Management Metrics
How to Drive Top-Line Growth with Customer Success Management MetricsHow to Drive Top-Line Growth with Customer Success Management Metrics
How to Drive Top-Line Growth with Customer Success Management MetricsGainsight
 
The executive guide to launching new customer success initiatives
The executive guide to launching new customer success initiativesThe executive guide to launching new customer success initiatives
The executive guide to launching new customer success initiativesShawn Hank
 
Customer Success Management - Incentives and Compensation
Customer Success Management - Incentives and CompensationCustomer Success Management - Incentives and Compensation
Customer Success Management - Incentives and CompensationGainsight
 
The Gainsight/Sprinklr Feedback Loop of Epic Success
The Gainsight/Sprinklr Feedback Loop of Epic SuccessThe Gainsight/Sprinklr Feedback Loop of Epic Success
The Gainsight/Sprinklr Feedback Loop of Epic SuccessGainsight
 
Building a Customer Success Team (July 14, 2016)
Building a Customer Success Team (July 14, 2016)Building a Customer Success Team (July 14, 2016)
Building a Customer Success Team (July 14, 2016)Salesforce Partners
 
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Gainsight
 
The People of Customer Success: Success-Con East
The People of Customer Success: Success-Con EastThe People of Customer Success: Success-Con East
The People of Customer Success: Success-Con EastChad Horenfeldt
 
The Onboarding and Training Playbook for Big Customers
The Onboarding and Training Playbook for Big CustomersThe Onboarding and Training Playbook for Big Customers
The Onboarding and Training Playbook for Big CustomersGainsight
 
Metrics & Goals - Goal Based Management
Metrics & Goals - Goal Based ManagementMetrics & Goals - Goal Based Management
Metrics & Goals - Goal Based ManagementTotango
 
Best practices in CSM compensation with customer success leaders
Best practices in CSM compensation with customer success leadersBest practices in CSM compensation with customer success leaders
Best practices in CSM compensation with customer success leadersGainsight
 
CX Infographic
CX InfographicCX Infographic
CX InfographicMarc-antoine Groulx
 
Creating Synergy Between Sales & Customer Success
Creating Synergy Between Sales & Customer SuccessCreating Synergy Between Sales & Customer Success
Creating Synergy Between Sales & Customer SuccessTotango
 
2014 Customer Success Salary Survey Report By Totango
2014 Customer Success Salary Survey Report By Totango2014 Customer Success Salary Survey Report By Totango
2014 Customer Success Salary Survey Report By TotangoTotango
 
Customer Success Strategy Template
Customer Success Strategy TemplateCustomer Success Strategy Template
Customer Success Strategy TemplateOpsPanda
 
SaaS Customer Success Framework: SignupLab's Growhow
SaaS Customer Success Framework: SignupLab's GrowhowSaaS Customer Success Framework: SignupLab's Growhow
SaaS Customer Success Framework: SignupLab's GrowhowKristian Tanninen
 
Customer Success Plan Template
Customer Success Plan TemplateCustomer Success Plan Template
Customer Success Plan TemplateOpsPanda
 

More Related Content

What's hot

How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...Gainsight
 
What is Customer Success?
What is Customer Success?What is Customer Success?
What is Customer Success?Shreesha Ramdas
 
How to Build the Ultimate Customer Success Board Presentation
How to Build the Ultimate Customer Success Board PresentationHow to Build the Ultimate Customer Success Board Presentation
How to Build the Ultimate Customer Success Board PresentationGainsight
 
2015 Customer Success Priorities Survey
2015 Customer Success Priorities Survey2015 Customer Success Priorities Survey
2015 Customer Success Priorities SurveyOpsPanda
 
Customer Success Business
Customer Success BusinessCustomer Success Business
Customer Success BusinessGuy Nirpaz
 
Fitting Customer Success into the Org Chart
Fitting Customer Success into the Org ChartFitting Customer Success into the Org Chart
Fitting Customer Success into the Org ChartOpsPanda
 
How to Drive Top-Line Growth with Customer Success Management Metrics
How to Drive Top-Line Growth with Customer Success Management MetricsHow to Drive Top-Line Growth with Customer Success Management Metrics
How to Drive Top-Line Growth with Customer Success Management MetricsGainsight
 
The executive guide to launching new customer success initiatives
The executive guide to launching new customer success initiativesThe executive guide to launching new customer success initiatives
The executive guide to launching new customer success initiativesShawn Hank
 
Customer Success Management - Incentives and Compensation
Customer Success Management - Incentives and CompensationCustomer Success Management - Incentives and Compensation
Customer Success Management - Incentives and CompensationGainsight
 
The Gainsight/Sprinklr Feedback Loop of Epic Success
The Gainsight/Sprinklr Feedback Loop of Epic SuccessThe Gainsight/Sprinklr Feedback Loop of Epic Success
The Gainsight/Sprinklr Feedback Loop of Epic SuccessGainsight
 
Building a Customer Success Team (July 14, 2016)
Building a Customer Success Team (July 14, 2016)Building a Customer Success Team (July 14, 2016)
Building a Customer Success Team (July 14, 2016)Salesforce Partners
 
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Gainsight
 
The People of Customer Success: Success-Con East
The People of Customer Success: Success-Con EastThe People of Customer Success: Success-Con East
The People of Customer Success: Success-Con EastChad Horenfeldt
 
The Onboarding and Training Playbook for Big Customers
The Onboarding and Training Playbook for Big CustomersThe Onboarding and Training Playbook for Big Customers
The Onboarding and Training Playbook for Big CustomersGainsight
 
Metrics & Goals - Goal Based Management
Metrics & Goals - Goal Based ManagementMetrics & Goals - Goal Based Management
Metrics & Goals - Goal Based ManagementTotango
 
Best practices in CSM compensation with customer success leaders
Best practices in CSM compensation with customer success leadersBest practices in CSM compensation with customer success leaders
Best practices in CSM compensation with customer success leadersGainsight
 
Creating Synergy Between Sales & Customer Success
Creating Synergy Between Sales & Customer SuccessCreating Synergy Between Sales & Customer Success
Creating Synergy Between Sales & Customer SuccessTotango
 
2014 Customer Success Salary Survey Report By Totango
2014 Customer Success Salary Survey Report By Totango2014 Customer Success Salary Survey Report By Totango
2014 Customer Success Salary Survey Report By TotangoTotango
 

What's hot (19)

How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...
 
What is Customer Success?
What is Customer Success?What is Customer Success?
What is Customer Success?
 
How to Build the Ultimate Customer Success Board Presentation
How to Build the Ultimate Customer Success Board PresentationHow to Build the Ultimate Customer Success Board Presentation
How to Build the Ultimate Customer Success Board Presentation
 
2015 Customer Success Priorities Survey
2015 Customer Success Priorities Survey2015 Customer Success Priorities Survey
2015 Customer Success Priorities Survey
 
Customer Success Business
Customer Success BusinessCustomer Success Business
Customer Success Business
 
Fitting Customer Success into the Org Chart
Fitting Customer Success into the Org ChartFitting Customer Success into the Org Chart
Fitting Customer Success into the Org Chart
 
How to Drive Top-Line Growth with Customer Success Management Metrics
How to Drive Top-Line Growth with Customer Success Management MetricsHow to Drive Top-Line Growth with Customer Success Management Metrics
How to Drive Top-Line Growth with Customer Success Management Metrics
 
The executive guide to launching new customer success initiatives
The executive guide to launching new customer success initiativesThe executive guide to launching new customer success initiatives
The executive guide to launching new customer success initiatives
 
Customer Success Management - Incentives and Compensation
Customer Success Management - Incentives and CompensationCustomer Success Management - Incentives and Compensation
Customer Success Management - Incentives and Compensation
 
The Gainsight/Sprinklr Feedback Loop of Epic Success
The Gainsight/Sprinklr Feedback Loop of Epic SuccessThe Gainsight/Sprinklr Feedback Loop of Epic Success
The Gainsight/Sprinklr Feedback Loop of Epic Success
 
Building a Customer Success Team (July 14, 2016)
Building a Customer Success Team (July 14, 2016)Building a Customer Success Team (July 14, 2016)
Building a Customer Success Team (July 14, 2016)
 
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...
 
The People of Customer Success: Success-Con East
The People of Customer Success: Success-Con EastThe People of Customer Success: Success-Con East
The People of Customer Success: Success-Con East
 
The Onboarding and Training Playbook for Big Customers
The Onboarding and Training Playbook for Big CustomersThe Onboarding and Training Playbook for Big Customers
The Onboarding and Training Playbook for Big Customers
 
Metrics & Goals - Goal Based Management
Metrics & Goals - Goal Based ManagementMetrics & Goals - Goal Based Management
Metrics & Goals - Goal Based Management
 
Best practices in CSM compensation with customer success leaders
Best practices in CSM compensation with customer success leadersBest practices in CSM compensation with customer success leaders
Best practices in CSM compensation with customer success leaders
 
CX Infographic
CX InfographicCX Infographic
CX Infographic
 
Creating Synergy Between Sales & Customer Success
Creating Synergy Between Sales & Customer SuccessCreating Synergy Between Sales & Customer Success
Creating Synergy Between Sales & Customer Success
 
2014 Customer Success Salary Survey Report By Totango
2014 Customer Success Salary Survey Report By Totango2014 Customer Success Salary Survey Report By Totango
2014 Customer Success Salary Survey Report By Totango
 

Viewers also liked

Customer Success Strategy Template
Customer Success Strategy TemplateCustomer Success Strategy Template
Customer Success Strategy TemplateOpsPanda
 
SaaS Customer Success Framework: SignupLab's Growhow
SaaS Customer Success Framework: SignupLab's GrowhowSaaS Customer Success Framework: SignupLab's Growhow
SaaS Customer Success Framework: SignupLab's GrowhowKristian Tanninen
 
Customer Success Plan Template
Customer Success Plan TemplateCustomer Success Plan Template
Customer Success Plan TemplateOpsPanda
 
The Definitive Guide to Customer Success 2017
The Definitive Guide to Customer Success 2017The Definitive Guide to Customer Success 2017
The Definitive Guide to Customer Success 2017Lincoln Murphy
 
Customer Success for Security Software
Customer Success for Security SoftwareCustomer Success for Security Software
Customer Success for Security SoftwareGainsight
 
1 Many w/ GS Admin
1 Many w/ GS Admin1 Many w/ GS Admin
1 Many w/ GS AdminGainsight
 
Building a Business Case for Customer Success
Building a Business Case for Customer SuccessBuilding a Business Case for Customer Success
Building a Business Case for Customer SuccessGainsight
 
How Easy Corporate built a Global Customer Success Organization
How Easy Corporate built a Global Customer Success Organization How Easy Corporate built a Global Customer Success Organization
How Easy Corporate built a Global Customer Success Organization Gainsight
 
Gainsight Pulse Presentation by Tom Tunguz
Gainsight Pulse Presentation by Tom TunguzGainsight Pulse Presentation by Tom Tunguz
Gainsight Pulse Presentation by Tom TunguzTomasz Tunguz
 
How Cisco Built a Best-In-Class Customer Success Practice
How Cisco Built a Best-In-Class Customer Success PracticeHow Cisco Built a Best-In-Class Customer Success Practice
How Cisco Built a Best-In-Class Customer Success PracticeGainsight
 
RingCentral's Path to Customer Sucess
RingCentral's Path to Customer SucessRingCentral's Path to Customer Sucess
RingCentral's Path to Customer SucessGainsight
 
Goal Examples for Customer Success
Goal Examples for Customer SuccessGoal Examples for Customer Success
Goal Examples for Customer SuccessBetterWorks
 
Customer Success Cubed - The Simplest Guide you will ever Find
Customer Success Cubed - The Simplest Guide you will ever FindCustomer Success Cubed - The Simplest Guide you will ever Find
Customer Success Cubed - The Simplest Guide you will ever FindTotango
 
The Customer Success Metrics That Matter
The Customer Success Metrics That MatterThe Customer Success Metrics That Matter
The Customer Success Metrics That MatterOpsPanda
 
The 5 Must Have Customer Success Processes
The 5 Must Have Customer Success ProcessesThe 5 Must Have Customer Success Processes
The 5 Must Have Customer Success ProcessesTotango
 
Customer Journey Map Template
Customer Journey Map TemplateCustomer Journey Map Template
Customer Journey Map TemplateOpsPanda
 
2016 SaaS Metrics Report
2016 SaaS Metrics Report2016 SaaS Metrics Report
2016 SaaS Metrics ReportTotango
 

Viewers also liked (17)

Customer Success Strategy Template
Customer Success Strategy TemplateCustomer Success Strategy Template
Customer Success Strategy Template
 
SaaS Customer Success Framework: SignupLab's Growhow
SaaS Customer Success Framework: SignupLab's GrowhowSaaS Customer Success Framework: SignupLab's Growhow
SaaS Customer Success Framework: SignupLab's Growhow
 
Customer Success Plan Template
Customer Success Plan TemplateCustomer Success Plan Template
Customer Success Plan Template
 
The Definitive Guide to Customer Success 2017
The Definitive Guide to Customer Success 2017The Definitive Guide to Customer Success 2017
The Definitive Guide to Customer Success 2017
 
Customer Success for Security Software
Customer Success for Security SoftwareCustomer Success for Security Software
Customer Success for Security Software
 
1 Many w/ GS Admin
1 Many w/ GS Admin1 Many w/ GS Admin
1 Many w/ GS Admin
 
Building a Business Case for Customer Success
Building a Business Case for Customer SuccessBuilding a Business Case for Customer Success
Building a Business Case for Customer Success
 
How Easy Corporate built a Global Customer Success Organization
How Easy Corporate built a Global Customer Success Organization How Easy Corporate built a Global Customer Success Organization
How Easy Corporate built a Global Customer Success Organization
 
Gainsight Pulse Presentation by Tom Tunguz
Gainsight Pulse Presentation by Tom TunguzGainsight Pulse Presentation by Tom Tunguz
Gainsight Pulse Presentation by Tom Tunguz
 
How Cisco Built a Best-In-Class Customer Success Practice
How Cisco Built a Best-In-Class Customer Success PracticeHow Cisco Built a Best-In-Class Customer Success Practice
How Cisco Built a Best-In-Class Customer Success Practice
 
RingCentral's Path to Customer Sucess
RingCentral's Path to Customer SucessRingCentral's Path to Customer Sucess
RingCentral's Path to Customer Sucess
 
Goal Examples for Customer Success
Goal Examples for Customer SuccessGoal Examples for Customer Success
Goal Examples for Customer Success
 
Customer Success Cubed - The Simplest Guide you will ever Find
Customer Success Cubed - The Simplest Guide you will ever FindCustomer Success Cubed - The Simplest Guide you will ever Find
Customer Success Cubed - The Simplest Guide you will ever Find
 
The Customer Success Metrics That Matter
The Customer Success Metrics That MatterThe Customer Success Metrics That Matter
The Customer Success Metrics That Matter
 
The 5 Must Have Customer Success Processes
The 5 Must Have Customer Success ProcessesThe 5 Must Have Customer Success Processes
The 5 Must Have Customer Success Processes
 
Customer Journey Map Template
Customer Journey Map TemplateCustomer Journey Map Template
Customer Journey Map Template
 
2016 SaaS Metrics Report
2016 SaaS Metrics Report2016 SaaS Metrics Report
2016 SaaS Metrics Report
 

Similar to Customer Success Management

How Strategic Promotions Can Positively Impact Your Brand
How Strategic Promotions Can Positively Impact Your BrandHow Strategic Promotions Can Positively Impact Your Brand
How Strategic Promotions Can Positively Impact Your BrandLikeable Media
 
Tech talk building an insight driven customer experience yesmail_shull
Tech talk building an insight driven customer experience yesmail_shullTech talk building an insight driven customer experience yesmail_shull
Tech talk building an insight driven customer experience yesmail_shullNational Retail Federation
 
Opportunity Management: The Key to Winning Opportunities
Opportunity Management: The Key to Winning OpportunitiesOpportunity Management: The Key to Winning Opportunities
Opportunity Management: The Key to Winning OpportunitiesAltify
 
The True Meaning of Customer Success - More than Just Usage Data
The True Meaning of Customer Success - More than Just Usage DataThe True Meaning of Customer Success - More than Just Usage Data
The True Meaning of Customer Success - More than Just Usage DataGainsight
 
Data-Driven Marketing
Data-Driven MarketingData-Driven Marketing
Data-Driven MarketingAgilOne
 
Gain more customer by Fix follow up failure - Co nhieu khach hang hon bang ch...
Gain more customer by Fix follow up failure - Co nhieu khach hang hon bang ch...Gain more customer by Fix follow up failure - Co nhieu khach hang hon bang ch...
Gain more customer by Fix follow up failure - Co nhieu khach hang hon bang ch...Hapec Media
 
How to Turn Customer Success & Advocacy into Retention & Growth
How to Turn Customer Success & Advocacy into Retention & GrowthHow to Turn Customer Success & Advocacy into Retention & Growth
How to Turn Customer Success & Advocacy into Retention & GrowthInfluitive
 
Brandsite Funnel Sales Slide -Lovell.pptx
Brandsite Funnel Sales Slide -Lovell.pptxBrandsite Funnel Sales Slide -Lovell.pptx
Brandsite Funnel Sales Slide -Lovell.pptxpremierfg
 
Understanding the Customer Journey by Peggy Klingel
Understanding the Customer Journey by Peggy KlingelUnderstanding the Customer Journey by Peggy Klingel
Understanding the Customer Journey by Peggy KlingelPeggy Klingel
 
Outperform your competition with Customer Engagement
Outperform your competition with Customer EngagementOutperform your competition with Customer Engagement
Outperform your competition with Customer EngagementTrustpilot
 
Revegy and SiriusDecisions, Account Based Marketing and Account Planning
Revegy and SiriusDecisions, Account Based Marketing and Account PlanningRevegy and SiriusDecisions, Account Based Marketing and Account Planning
Revegy and SiriusDecisions, Account Based Marketing and Account PlanningRevegy, Inc.
 
Managing Consumer Relationships Effectively -Presented by : Peter Gillson
Managing Consumer Relationships Effectively -Presented by : Peter GillsonManaging Consumer Relationships Effectively -Presented by : Peter Gillson
Managing Consumer Relationships Effectively -Presented by : Peter GillsonPeter Meredith
 
Full Funnel Marketing – Integrating Sales & Marketing to Increase Results & S...
Full Funnel Marketing – Integrating Sales & Marketing to Increase Results & S...Full Funnel Marketing – Integrating Sales & Marketing to Increase Results & S...
Full Funnel Marketing – Integrating Sales & Marketing to Increase Results & S...Heinz Marketing Inc
 
#GSummit: Using Gamification to Drive Salesforce Engagement
#GSummit: Using Gamification to Drive Salesforce Engagement#GSummit: Using Gamification to Drive Salesforce Engagement
#GSummit: Using Gamification to Drive Salesforce EngagementLevelEleven
 
Aligning Sales and Marketing Measurement - Tracking KPIs that Matter
Aligning Sales and Marketing Measurement - Tracking KPIs that MatterAligning Sales and Marketing Measurement - Tracking KPIs that Matter
Aligning Sales and Marketing Measurement - Tracking KPIs that MatterPardot
 
Michael Farrington - Staying Relevant in Marketing
Michael Farrington - Staying Relevant in MarketingMichael Farrington - Staying Relevant in Marketing
Michael Farrington - Staying Relevant in MarketingAMASanDiego
 
Client Opinions - Client Feedback Program
Client Opinions - Client Feedback ProgramClient Opinions - Client Feedback Program
Client Opinions - Client Feedback ProgramClient_Opinions
 

Similar to Customer Success Management (20)

How Strategic Promotions Can Positively Impact Your Brand
How Strategic Promotions Can Positively Impact Your BrandHow Strategic Promotions Can Positively Impact Your Brand
How Strategic Promotions Can Positively Impact Your Brand
 
Tech talk building an insight driven customer experience yesmail_shull
Tech talk building an insight driven customer experience yesmail_shullTech talk building an insight driven customer experience yesmail_shull
Tech talk building an insight driven customer experience yesmail_shull
 
Opportunity Management: The Key to Winning Opportunities
Opportunity Management: The Key to Winning OpportunitiesOpportunity Management: The Key to Winning Opportunities
Opportunity Management: The Key to Winning Opportunities
 
The True Meaning of Customer Success - More than Just Usage Data
The True Meaning of Customer Success - More than Just Usage DataThe True Meaning of Customer Success - More than Just Usage Data
The True Meaning of Customer Success - More than Just Usage Data
 
Data-Driven Marketing
Data-Driven MarketingData-Driven Marketing
Data-Driven Marketing
 
Gain more customer by Fix follow up failure - Co nhieu khach hang hon bang ch...
Gain more customer by Fix follow up failure - Co nhieu khach hang hon bang ch...Gain more customer by Fix follow up failure - Co nhieu khach hang hon bang ch...
Gain more customer by Fix follow up failure - Co nhieu khach hang hon bang ch...
 
How to Turn Customer Success & Advocacy into Retention & Growth
How to Turn Customer Success & Advocacy into Retention & GrowthHow to Turn Customer Success & Advocacy into Retention & Growth
How to Turn Customer Success & Advocacy into Retention & Growth
 
Brandsite Funnel Sales Slide -Lovell.pptx
Brandsite Funnel Sales Slide -Lovell.pptxBrandsite Funnel Sales Slide -Lovell.pptx
Brandsite Funnel Sales Slide -Lovell.pptx
 
Customer delight
Customer delightCustomer delight
Customer delight
 
Customer delight
Customer delightCustomer delight
Customer delight
 
Understanding the Customer Journey by Peggy Klingel
Understanding the Customer Journey by Peggy KlingelUnderstanding the Customer Journey by Peggy Klingel
Understanding the Customer Journey by Peggy Klingel
 
Outperform your competition with Customer Engagement
Outperform your competition with Customer EngagementOutperform your competition with Customer Engagement
Outperform your competition with Customer Engagement
 
Revegy and SiriusDecisions, Account Based Marketing and Account Planning
Revegy and SiriusDecisions, Account Based Marketing and Account PlanningRevegy and SiriusDecisions, Account Based Marketing and Account Planning
Revegy and SiriusDecisions, Account Based Marketing and Account Planning
 
Managing Consumer Relationships Effectively -Presented by : Peter Gillson
Managing Consumer Relationships Effectively -Presented by : Peter GillsonManaging Consumer Relationships Effectively -Presented by : Peter Gillson
Managing Consumer Relationships Effectively -Presented by : Peter Gillson
 
Feed your wallet, not your ego
Feed your wallet, not your egoFeed your wallet, not your ego
Feed your wallet, not your ego
 
Full Funnel Marketing – Integrating Sales & Marketing to Increase Results & S...
Full Funnel Marketing – Integrating Sales & Marketing to Increase Results & S...Full Funnel Marketing – Integrating Sales & Marketing to Increase Results & S...
Full Funnel Marketing – Integrating Sales & Marketing to Increase Results & S...
 
#GSummit: Using Gamification to Drive Salesforce Engagement
#GSummit: Using Gamification to Drive Salesforce Engagement#GSummit: Using Gamification to Drive Salesforce Engagement
#GSummit: Using Gamification to Drive Salesforce Engagement
 
Aligning Sales and Marketing Measurement - Tracking KPIs that Matter
Aligning Sales and Marketing Measurement - Tracking KPIs that MatterAligning Sales and Marketing Measurement - Tracking KPIs that Matter
Aligning Sales and Marketing Measurement - Tracking KPIs that Matter
 
Michael Farrington - Staying Relevant in Marketing
Michael Farrington - Staying Relevant in MarketingMichael Farrington - Staying Relevant in Marketing
Michael Farrington - Staying Relevant in Marketing
 
Client Opinions - Client Feedback Program
Client Opinions - Client Feedback ProgramClient Opinions - Client Feedback Program
Client Opinions - Client Feedback Program
 

Recently uploaded

Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)
Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)
Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)Mark Simos
 
Developer Data Modeling Mistakes: From Postgres to NoSQL
Developer Data Modeling Mistakes: From Postgres to NoSQLDeveloper Data Modeling Mistakes: From Postgres to NoSQL
Developer Data Modeling Mistakes: From Postgres to NoSQLScyllaDB
 
Install Stable Diffusion in windows machine
Install Stable Diffusion in windows machineInstall Stable Diffusion in windows machine
Install Stable Diffusion in windows machinePadma Pradeep
 
Kotlin Multiplatform & Compose Multiplatform - Starter kit for pragmatics
Kotlin Multiplatform & Compose Multiplatform - Starter kit for pragmaticsKotlin Multiplatform & Compose Multiplatform - Starter kit for pragmatics
Kotlin Multiplatform & Compose Multiplatform - Starter kit for pragmaticscarlostorres15106
 
"LLMs for Python Engineers: Advanced Data Analysis and Semantic Kernel",Oleks...
"LLMs for Python Engineers: Advanced Data Analysis and Semantic Kernel",Oleks..."LLMs for Python Engineers: Advanced Data Analysis and Semantic Kernel",Oleks...
"LLMs for Python Engineers: Advanced Data Analysis and Semantic Kernel",Oleks...Fwdays
 
Connect Wave/ connectwave Pitch Deck Presentation
Connect Wave/ connectwave Pitch Deck PresentationConnect Wave/ connectwave Pitch Deck Presentation
Connect Wave/ connectwave Pitch Deck PresentationSlibray Presentation
 
Unraveling Multimodality with Large Language Models.pdf
Unraveling Multimodality with Large Language Models.pdfUnraveling Multimodality with Large Language Models.pdf
Unraveling Multimodality with Large Language Models.pdfAlex Barbosa Coqueiro
 
My Hashitalk Indonesia April 2024 Presentation
My Hashitalk Indonesia April 2024 PresentationMy Hashitalk Indonesia April 2024 Presentation
My Hashitalk Indonesia April 2024 PresentationRidwan Fadjar
 
Tech-Forward - Achieving Business Readiness For Copilot in Microsoft 365
Tech-Forward - Achieving Business Readiness For Copilot in Microsoft 365Tech-Forward - Achieving Business Readiness For Copilot in Microsoft 365
Tech-Forward - Achieving Business Readiness For Copilot in Microsoft 3652toLead Limited
 
Beyond Boundaries: Leveraging No-Code Solutions for Industry Innovation
Beyond Boundaries: Leveraging No-Code Solutions for Industry InnovationBeyond Boundaries: Leveraging No-Code Solutions for Industry Innovation
Beyond Boundaries: Leveraging No-Code Solutions for Industry InnovationSafe Software
 
"Federated learning: out of reach no matter how close",Oleksandr Lapshyn
"Federated learning: out of reach no matter how close",Oleksandr Lapshyn"Federated learning: out of reach no matter how close",Oleksandr Lapshyn
"Federated learning: out of reach no matter how close",Oleksandr LapshynFwdays
 
AI as an Interface for Commercial Buildings
AI as an Interface for Commercial BuildingsAI as an Interface for Commercial Buildings
AI as an Interface for Commercial BuildingsMemoori
 
Story boards and shot lists for my a level piece
Story boards and shot lists for my a level pieceStory boards and shot lists for my a level piece
Story boards and shot lists for my a level piececharlottematthew16
 
Are Multi-Cloud and Serverless Good or Bad?
Are Multi-Cloud and Serverless Good or Bad?Are Multi-Cloud and Serverless Good or Bad?
Are Multi-Cloud and Serverless Good or Bad?Mattias Andersson
 
Pigging Solutions in Pet Food Manufacturing
Pigging Solutions in Pet Food ManufacturingPigging Solutions in Pet Food Manufacturing
Pigging Solutions in Pet Food ManufacturingPigging Solutions
 
Dev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio WebDev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio WebUiPathCommunity
 
My INSURER PTE LTD - Insurtech Innovation Award 2024
My INSURER PTE LTD - Insurtech Innovation Award 2024My INSURER PTE LTD - Insurtech Innovation Award 2024
My INSURER PTE LTD - Insurtech Innovation Award 2024The Digital Insurer
 
Unleash Your Potential - Namagunga Girls Coding Club
Unleash Your Potential - Namagunga Girls Coding ClubUnleash Your Potential - Namagunga Girls Coding Club
Unleash Your Potential - Namagunga Girls Coding ClubKalema Edgar
 
Scanning the Internet for External Cloud Exposures via SSL Certs
Scanning the Internet for External Cloud Exposures via SSL CertsScanning the Internet for External Cloud Exposures via SSL Certs
Scanning the Internet for External Cloud Exposures via SSL CertsRizwan Syed
 

Recently uploaded (20)

Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)
Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)
Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)
 
Developer Data Modeling Mistakes: From Postgres to NoSQL
Developer Data Modeling Mistakes: From Postgres to NoSQLDeveloper Data Modeling Mistakes: From Postgres to NoSQL
Developer Data Modeling Mistakes: From Postgres to NoSQL
 
Install Stable Diffusion in windows machine
Install Stable Diffusion in windows machineInstall Stable Diffusion in windows machine
Install Stable Diffusion in windows machine
 
Kotlin Multiplatform & Compose Multiplatform - Starter kit for pragmatics
Kotlin Multiplatform & Compose Multiplatform - Starter kit for pragmaticsKotlin Multiplatform & Compose Multiplatform - Starter kit for pragmatics
Kotlin Multiplatform & Compose Multiplatform - Starter kit for pragmatics
 
"LLMs for Python Engineers: Advanced Data Analysis and Semantic Kernel",Oleks...
"LLMs for Python Engineers: Advanced Data Analysis and Semantic Kernel",Oleks..."LLMs for Python Engineers: Advanced Data Analysis and Semantic Kernel",Oleks...
"LLMs for Python Engineers: Advanced Data Analysis and Semantic Kernel",Oleks...
 
Connect Wave/ connectwave Pitch Deck Presentation
Connect Wave/ connectwave Pitch Deck PresentationConnect Wave/ connectwave Pitch Deck Presentation
Connect Wave/ connectwave Pitch Deck Presentation
 
Hot Sexy call girls in Panjabi Bagh 🔝 9953056974 🔝 Delhi escort Service
Hot Sexy call girls in Panjabi Bagh 🔝 9953056974 🔝 Delhi escort ServiceHot Sexy call girls in Panjabi Bagh 🔝 9953056974 🔝 Delhi escort Service
Hot Sexy call girls in Panjabi Bagh 🔝 9953056974 🔝 Delhi escort Service
 
Unraveling Multimodality with Large Language Models.pdf
Unraveling Multimodality with Large Language Models.pdfUnraveling Multimodality with Large Language Models.pdf
Unraveling Multimodality with Large Language Models.pdf
 
My Hashitalk Indonesia April 2024 Presentation
My Hashitalk Indonesia April 2024 PresentationMy Hashitalk Indonesia April 2024 Presentation
My Hashitalk Indonesia April 2024 Presentation
 
Tech-Forward - Achieving Business Readiness For Copilot in Microsoft 365
Tech-Forward - Achieving Business Readiness For Copilot in Microsoft 365Tech-Forward - Achieving Business Readiness For Copilot in Microsoft 365
Tech-Forward - Achieving Business Readiness For Copilot in Microsoft 365
 
Beyond Boundaries: Leveraging No-Code Solutions for Industry Innovation
Beyond Boundaries: Leveraging No-Code Solutions for Industry InnovationBeyond Boundaries: Leveraging No-Code Solutions for Industry Innovation
Beyond Boundaries: Leveraging No-Code Solutions for Industry Innovation
 
"Federated learning: out of reach no matter how close",Oleksandr Lapshyn
"Federated learning: out of reach no matter how close",Oleksandr Lapshyn"Federated learning: out of reach no matter how close",Oleksandr Lapshyn
"Federated learning: out of reach no matter how close",Oleksandr Lapshyn
 
AI as an Interface for Commercial Buildings
AI as an Interface for Commercial BuildingsAI as an Interface for Commercial Buildings
AI as an Interface for Commercial Buildings
 
Story boards and shot lists for my a level piece
Story boards and shot lists for my a level pieceStory boards and shot lists for my a level piece
Story boards and shot lists for my a level piece
 
Are Multi-Cloud and Serverless Good or Bad?
Are Multi-Cloud and Serverless Good or Bad?Are Multi-Cloud and Serverless Good or Bad?
Are Multi-Cloud and Serverless Good or Bad?
 
Pigging Solutions in Pet Food Manufacturing
Pigging Solutions in Pet Food ManufacturingPigging Solutions in Pet Food Manufacturing
Pigging Solutions in Pet Food Manufacturing
 
Dev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio WebDev Dives: Streamline document processing with UiPath Studio Web
Dev Dives: Streamline document processing with UiPath Studio Web
 
My INSURER PTE LTD - Insurtech Innovation Award 2024
My INSURER PTE LTD - Insurtech Innovation Award 2024My INSURER PTE LTD - Insurtech Innovation Award 2024
My INSURER PTE LTD - Insurtech Innovation Award 2024
 
Unleash Your Potential - Namagunga Girls Coding Club
Unleash Your Potential - Namagunga Girls Coding ClubUnleash Your Potential - Namagunga Girls Coding Club
Unleash Your Potential - Namagunga Girls Coding Club
 
Scanning the Internet for External Cloud Exposures via SSL Certs
Scanning the Internet for External Cloud Exposures via SSL CertsScanning the Internet for External Cloud Exposures via SSL Certs
Scanning the Internet for External Cloud Exposures via SSL Certs
 

Customer Success Management

Editor's Notes

  1. Insight into customer data can shape an organization’s customer experience strategy and impact the bottom line. Customer success management (CSM) has emerged as an important model to centralize data from all customer interactions, proactively monitor customer satisfaction, understand product usage and anticipate customer behavior. In this session, attendees will learn CSM best practices, tips and real world examples of how a unified view of customer data can increase customer retention and drive revenue.