Customer Success Summit 2016 General Session Presented by: David Lahey, Customer Success Executive

1. Customer
Success
without
Friction
#CSSummit2016

2. A
little
more
about
my
background
• CEO
of
Enterprise
Resource
Planning
software
company
sold
to
Computer
Associates
(NYSE:CA)
• Ran
the
global
services
team
with
30+
FTE
• VP,
Mid-­‐Market
Sales
at
Sage
(London:SGE)
with
$150M
quota
and
50+
FTE
• VP,
Customer
Success
(2010)
at
Jobvite as
employee
#30
after
Series
B
funding
and
scaled
team
10X;
then
VP/GM,
International
(2014)
#CSSummit2016

3. #CSSummit2016

4. #CSSummit2016

5. #CSSummit2016
CSM VP, CS

6. Let’s
Have
Some
Fun!
•Everyone
stand
up
and
took
a
good
look
around
you
•Sit
down
if
you’ve
been
in
a
Customer
Success
role
for
1
year
or
less
•Sit
down
if
you’ve
been
in
a
Customer
Success
role
for
3
years
or
less
•Sit
down
if
you’ve
been
in
a
Customer
Success
role
for
5
years
or
less
#CSSummit2016

7. #CSSummit2016

8. Renaissance:
Struggles
to
Enlightenment
•Outlining
the
customer
journey
•Defining
your
department
strategy
•Building
your
team
#CSSummit2016

9. Renaissance:
Classical
Model
of
Reason
•Align
customer
segmentation
with
strategic
goals
•Establish
your
metrics
early;
periodically
re-­‐evaluate
•Get
into
the
habit
of
measuring
results
each
week
•Include
metrics
for
each
part
of
the
customer
journey
§Onboarding
§Support
§Retention
§Renewals
#CSSummit2016

10. •People’s
Choice:
Favorite
Customer
Service
• Best
Front
Line
Support
• Best
CS
Department
1st Stevie
Award
Wins
#CSSummit2016

11. How
Did
We
Win
Our
1st Stevie
Awards?
•Frictionless
support:
toll-­‐free
phone,
@JobviteCares,
email,
portal
•Real-­‐time
System
Status
page
•Created
dedicated
Account
Management
team
with
outstanding
results
in
retention
•Established
customer
health
scorecard
– shared
internally
and
externally
#CSSummit2016

12. #CSSummit2016

13. Industrial:
Fighting
to
Scale
•Feeling
like
you
never
have
enough
resources
•Understanding
the
cost
of
customer
retention
•Continuously
improving
your
service
offering
#CSSummit2016

14. Industrial:
Metrics
that
Matter
•Elapsed
Time
and
hours
to
Onboard
•Time
to
Value
•Utilization
(Trained,
Frequency,
Adoption)
•Customer
Satisfaction
•Customer
Health
(shared
Internally
&
Externally)
•Net
Promoter
Score
•Churn:
Controlled
vs.
Uncontrolled
#CSSummit2016

15. Customer Service
Manager of the Year
How
Did
We
Win
Our
2nd Stevie
Awards?
•Increased
support
hours
from
6am-­‐3pm
to
24x5
•Implementation
of
real-­‐time
chat
•Deployment
of
transactional
customer
satisfaction
•Improvement
in
Customer
Satisfaction
and
NPS
#CSSummit2016
Best Customer
Success Department
Best Front Line
Support Team

16. #CSSummit2016

17. Information:
Using
Data
to
Scale
•Implement
technology
tools
•Knowing
where
to
put
which
CSM
resource
when
•Maximize
the
value
of
your
product/platform
through
up-­‐selling
and
cross-­‐selling
•Ability
to
run
your
playbook
to
ensure
customers
for
life
#CSSummit2016

18. How
Did
We
Win
Our
3rd Stevie
Award?
•Continued
improvement
and
focus
on
CSAT
•Implementation
of
WalkMe
•Investment
in
a
positive
culture
#CSSummit2016
Customer Success Department of the Year

19. 6 Steps
to
Customer
Success
Bliss
1. Establish
your
vision
and
communicate
it
often
2. Define
the
customer
journey
for
your
offering
3. Hire
only
team
members
that
fit
your
culture
4. Track
your
metrics
(cost,
hours,
elapsed
time)
5. Strive
for
continuous
improvement
6. Invest
in
technology
to
scale
#CSSummit2016

20. You
Can
Do
This!
#CSSummit2016