Customer Success Summit Breakout Session Presented by: Maranda Dzieknoski, Director of Customer Operations, HelloSign

1. Designing An Actionable
Customer Health Model

2. About Me
• Director of Customer Operations at
HelloSign
• Almost 20 years in a customer-facing
role
• Data junkie
• Wife, Mom, and Fur-Mom

4. Get to know your customers
• Know your customers today and
tomorrow
• Do your research
• Why’s before how’s

5. Corral your data
• Understand your systems
• Understand your data
• Understand what is crucial and
what is not
• Corral into a common repository

6. Got Segmentation?
• Not all customers are created equal
• Capitalize on the differences and
similarities
• Best practices for
buckets/segments:
• Business size
• ARR/MRR
• By Industry
• Free vs. Paid

7. Identify Common Triggers
• Identify
shared
behaviors
• Institute
BEST
practices
to
leverage
the
predictable

8. Think Company-Wide
• Identify your customer’s magic
moment
• Use insights to influence both
internal and external customers

9. You’re Missing Something
• Operate and iterate
• Capture your “aha” moments

10. 1. Get to know your customers
2. Corral your data
3. Segment
4. Identify the common triggers to capitalize on
5. Think company-wide
6. Reevaluate and iterate
6 Things You Should Do When You Return To Work