Salesforce has built success at scale over 17 years by developing key programs and processes. They launched a customer success program in 2003 and have since grown it to include 3000+ people supporting 150k+ customers. Salesforce scales customer engagements through a combination of process, data, technology, and people. They measure success through metrics like invitation rates, engagement rates, usage increases, and customer satisfaction.

1. How Salesforce Built
Success At Scale

2. Salesforce since 2003
Founding member of Customer Success Program
Built SMB SuccessOrganization for North America
Helped launch Toronto office
Developed global scaled engagement model
Enterprise Success Leader in PNW
Before Salesforce
Management Consulting, Systems Implementation
Personal
Live in Portland,OR
Family man, athlete, oenophile
djmartin@salesforce.com
www.linkedin.com/in/djoelmartin
@joelmartin
•Administrator
•AdvancedAdministrator
•Developer
•Sales CloudConsultant
•Service CloudConsultant
•Email Specialist
Built My Career in Customer Success

3. Salesforce - 17 Years Innovating Customer
Success
2015
Customer
Success
Managers
Customers
For
Life
On-­‐Boarding
Program
Early
Warning
System
Scaled
Engagement
Model
Success
Community
150k+
Customers
3000+
People
2M+
Community
Members
>9
CSat
Imitated
By many
Success
Journeys
1999

4. The Building Blocks for a Scale Program
Data Content
Success
Measures
Customer
Success
Feedback
Mechanism
Systems of
Engagement

5. Knowing How to Help Takes Practice

6. Timing of Information Makes All The Difference
vs.

7. Multiple Ways to Determine When to Engage
Time
Based Product
Usage Customer
Feedback
Ease
Relevance

8. Webinars
Knowledge Base
Self
Service
1:Many
(Presentation with Q&A)
1:Few
(Interactive Discussion)
Crowd
Sourced
1:1
(Interactive Discussion)
12,000
new customers per quarter
through on-boarding
journey
Circles of
Success
Success
Community
Outreach or
Accelerator
How We Scale Customer Engagements

9. Scale = Process + Data + Technology + People

10. Email Provides the Connective Tissue

11. Community Harnesses the Power of the People
PEER TO PEER SUCCESS
100% Questions answered
98% answered by members
90% Customer Satisfaction
CUSTOMER BASED INNOVATION
2000+ community delivered ideas
2.4 million points delivered
~100 ideas delivered each release
CUSTOMER SUPPORT
Official documentation
Online training
Logging a Case
EVENT COLLABORATION
Event specific groups
Session records & presentations
Pre and post event collaboration
CUSTOMER COLLABORATION
Official Salesforce-Led Groups
Regional and Industry Groups
Knowledge sharing and Networking
LIVE BUG TRACKING
Salesforce bug status
Workaround availability
Issue resolution closed loop

12. Better Late Than Never … Built into the Product

13. How We Measure Success of Scaled Engagement
• % customers invited
• Open rates
• Click through rates
% of customers:
• Attending webinars
• Viewing videos
• Participating in community
• Completing walkthroughs
• % increase usage metrics
• engaged vs unengaged
• specific time intervals
• Adoption curve
• CSAT / NPS
• Renewal
• Growth
REACH ENGAGE IMPACT

14. ü Build success into your product
ü Enlist IT support early
ü Agree on what success looks like
ü Prioritize customer on-boarding
ü Identify the “right” person in sales process
ü Baseline your metrics
ü Best Practices need to be managed
ü Don’t aim for perfection – test and learn