How to leverage customer marketing to drive salesGainsight
Do you have an inbox overflowing with unread sales or prospecting emails? On the other side of that pile of unread messages are hundreds of companies with amazing products and potentially game-changing value propositions. But you have no way to figure out which ones are useful and which ones are a waste of time—and you definitely don’t have enough hours in a day to sort them out for yourself.
There’s a better way for both the vendor and the prospect. Join Gainsight’s CCO Allison Pickens and Business Operations Lead and head of Customer Marketing Will Robins as they talk about the methodology that will ensure your sales outreach makes an impact. In this webinar, you’ll learn how Customer Success and Customer Marketing can dramatically bend the curve on pipeline in four highly actionable steps.
Dan Steinman's presentation at CXO, VP & Directors of SAAS Firms Seminar hosted by Intrinsic Executive Research. Do you want to know why everyone is talking about Customer Success? Is everyone really moving to a recurring revenue model? Does anyone actually know how to help me through this transition? Here is a unique chance to see what one of the world's leading experts, Dan Steinman, GM of Gainsight EMEA, thinks about the topic.
5 Steps to Apply Deloitte’s Customer Service Delivery Model in SaaSQuekelsBaro
Use the 5 steps given in this article to reform your customer service delivery model. Apply Deloitte's five new capabilities to mitigate market disruptions.
Tiering, Prioritising, and Segmenting Your CustomersGainsight
Russ Drury. Director of Customer Success at Workfront, and Dan Steinman, General Manager of Gainsight EMEA, discuss the benefits of segmenting your customer base and the strategy involved.
How to leverage customer marketing to drive salesGainsight
Do you have an inbox overflowing with unread sales or prospecting emails? On the other side of that pile of unread messages are hundreds of companies with amazing products and potentially game-changing value propositions. But you have no way to figure out which ones are useful and which ones are a waste of time—and you definitely don’t have enough hours in a day to sort them out for yourself.
There’s a better way for both the vendor and the prospect. Join Gainsight’s CCO Allison Pickens and Business Operations Lead and head of Customer Marketing Will Robins as they talk about the methodology that will ensure your sales outreach makes an impact. In this webinar, you’ll learn how Customer Success and Customer Marketing can dramatically bend the curve on pipeline in four highly actionable steps.
Dan Steinman's presentation at CXO, VP & Directors of SAAS Firms Seminar hosted by Intrinsic Executive Research. Do you want to know why everyone is talking about Customer Success? Is everyone really moving to a recurring revenue model? Does anyone actually know how to help me through this transition? Here is a unique chance to see what one of the world's leading experts, Dan Steinman, GM of Gainsight EMEA, thinks about the topic.
5 Steps to Apply Deloitte’s Customer Service Delivery Model in SaaSQuekelsBaro
Use the 5 steps given in this article to reform your customer service delivery model. Apply Deloitte's five new capabilities to mitigate market disruptions.
Tiering, Prioritising, and Segmenting Your CustomersGainsight
Russ Drury. Director of Customer Success at Workfront, and Dan Steinman, General Manager of Gainsight EMEA, discuss the benefits of segmenting your customer base and the strategy involved.
In this e-book, you'll find tips for hiring the right people into your customer success organization, including the traits your customer success managers should have, interview questions to help you test for those traits, and a sample job posting.
Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...Gainsight
If you're tackling Customer Success in a large enterprise, you likely have some enterprise-sized challenges to address. Does this sound familiar? You're leveraging multiple CRM systems. You have numerous different products and equally numerous business units. You've got different stakeholders and each of them wants things done their own way.
And above everything, you need to drive results in this complex environment.
Join Sanders Slavens, VP of Professional Services, Customer Success and Product Support at IBM Collaboration Solutions, to learn how IBM increased customer adoption of one of their cloud products over 10x in a year. Find out how IBM Collaboration Solutions brought together data from multiple CRM systems into Gainsight to drive exponential business outcomes for both IBM and its customers.
Design for Emotional Value - Create Emotionally Valuable Products and ServicesTimothy Higginson
This slide deck discusses the need for designing for emotional value at the earliest stages of product and service development. Designing for emotional value is in stark contrast to the concept of minimum viable product, and offers a far more successful path to product adoption and user loyalty.
How Enterprise SaaS Companies Justify Investment in Customer SuccessGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How Enterprise SaaS Companies Justify Investment in Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Bazaarvoice, ToutApp, Enviance, LinkedIn
In this exclusive webinar, Tiffani Bova (Global Customer Growth & Innovation Specialist, Salesforce) and Allison Pickens (Chief Customer Officer, Gainsight) will go in-depth on why there’s a clear distinction between customer experience and customer outcomes, and why both of them should roll up to an overarching Customer Success Strategy at your company.
How to Unleash the Hidden Value of a Best Practices Voice of the Customer Pro...Gainsight
Your customer base is a constant feedback generating engine. That information is pure gold to any type of business, but especially recurring revenue companies. Unfortunately, it’s lost in the ether when you don’t have a systematic way to capture that feedback, transform it into insights, actualize those insights, and realize the value from the customer.
We call that infinite feedback loop the Voice of the Customer (VoC).
In this webinar, you’ll learn several actionable tips and tricks to spin up a world-class VoC program, as well as what common pitfalls to avoid along the way. Join Waypoint Group Founder and Principal Steve Bernstein and Gainsight Director of Product Marketing Ganesh Subramanian as they explore what makes VoC so valuable and how you can drive that value in your organization.
The Gainsight/Sprinklr Feedback Loop of Epic SuccessGainsight
In the latest G2 Crowd Grid for Customer Success software, Gainsight was ranked as The Leader in the space based on user reviews from customers including Sprinklr. Positive reviews on G2 Crowd and TrustRadius don’t happen by accident. The most successful companies don’t passively hope their customers advocate publicly for their vendors. They make it happen.
From Customer Success Summit 2017 - Guy Nirpaz, CEO & Co-Founder at Totango discusses, "The Next Wave of Customer Success".
Learn more about Customer Success Summit: http://customersuccesssummit.com
Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success.
Learn more at www.totango.com.
This short slide deck explains Customer Success simply and concisely, so that you can communicate the benefits of a CS department to your executives, or explain to your clients why they should implement CS automation.
Improving Customer Retention by Managing the Customer Journey Webinar SlidesAmity
For any SaaS company focused on customer success, the customer journey needs to make customers feel comfortable, confident and excited about being successful with your product.
By focusing on helping make customers successful each step along the way, you will keep your customers happy, loyal and buying more. Success for both you and your customers!
In this webinar, Kia Puhm will cover:
- Top renewal challenges
- Biggest challenges & threats to renewals
- Using benchmarking to demonstrate value
- Being strategic partner
A critical guide to selecting metrics to define a data-driven customer success strategy. Here is the table of contents:
- Metrics are for Decisions
- The Nature of Metrics
- Metrics Can Be Difficult
- Customer Success Metrics
Customer Lifetime Value (CLV)
Customer Churn Rate
Net Promoter Score (NPS)
Customer Health Score
Support Ticket Volume
Customer Log-in Counts Customer Acquisition Cost (CAC)
Product Activity Score
CSM Subjective Score
Customer Newsletter CTR
Background Signals
There are many reasons why customer accounts can be “at risk” and if you are in the unfortunate position where a customer churns early, you probably will not achieve the desired lifetime value. All of this makes aligning Sales and Customer Success critical. You need to sell the right level of your product to the right type of customer. Listen in to the webinar where we cover the topic of aligning Customer Success and Sales.
The Best Kept Secret in Customer Success: Customer Advocacy Gainsight
Word of Mouth is the Holy Grail of marketing. But it's no longer just a nice thing to have; it's vital to your company. The voice of the customer is more powerful than ever before--not only should you be listening; you should be using it to fuel Marketing & Sales. Anthony Kennada, VP of Marketing at Gainsight, and Vinay Bhagat, CEO at TrustRadius, will teach you how to operationalize Word of Mouth using Customer Advocacy.
How can you transform your visitors into happy customers ?
1- Users must care
--> Be unique
--> Define your excitement features
--> Understand your users
2- Users must test
--> Increase trust
--> Reduce fears
--> Trigger an action
3- Users must use
--> Define the final goal
--> Determine the Aha moment
--> Define the mandatory steps
--> Guide users to avoid empty spaces
4- Users must pay
--> Transform free users into premium users
--> Define your prices
--> Display your prices correctly
--> Make payment easier
In this e-book, you'll find tips for hiring the right people into your customer success organization, including the traits your customer success managers should have, interview questions to help you test for those traits, and a sample job posting.
Customer Success Showcase: How IBM Exponentially Increased Customer Adoption ...Gainsight
If you're tackling Customer Success in a large enterprise, you likely have some enterprise-sized challenges to address. Does this sound familiar? You're leveraging multiple CRM systems. You have numerous different products and equally numerous business units. You've got different stakeholders and each of them wants things done their own way.
And above everything, you need to drive results in this complex environment.
Join Sanders Slavens, VP of Professional Services, Customer Success and Product Support at IBM Collaboration Solutions, to learn how IBM increased customer adoption of one of their cloud products over 10x in a year. Find out how IBM Collaboration Solutions brought together data from multiple CRM systems into Gainsight to drive exponential business outcomes for both IBM and its customers.
Design for Emotional Value - Create Emotionally Valuable Products and ServicesTimothy Higginson
This slide deck discusses the need for designing for emotional value at the earliest stages of product and service development. Designing for emotional value is in stark contrast to the concept of minimum viable product, and offers a far more successful path to product adoption and user loyalty.
How Enterprise SaaS Companies Justify Investment in Customer SuccessGainsight
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - How Enterprise SaaS Companies Justify Investment in Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Bazaarvoice, ToutApp, Enviance, LinkedIn
In this exclusive webinar, Tiffani Bova (Global Customer Growth & Innovation Specialist, Salesforce) and Allison Pickens (Chief Customer Officer, Gainsight) will go in-depth on why there’s a clear distinction between customer experience and customer outcomes, and why both of them should roll up to an overarching Customer Success Strategy at your company.
How to Unleash the Hidden Value of a Best Practices Voice of the Customer Pro...Gainsight
Your customer base is a constant feedback generating engine. That information is pure gold to any type of business, but especially recurring revenue companies. Unfortunately, it’s lost in the ether when you don’t have a systematic way to capture that feedback, transform it into insights, actualize those insights, and realize the value from the customer.
We call that infinite feedback loop the Voice of the Customer (VoC).
In this webinar, you’ll learn several actionable tips and tricks to spin up a world-class VoC program, as well as what common pitfalls to avoid along the way. Join Waypoint Group Founder and Principal Steve Bernstein and Gainsight Director of Product Marketing Ganesh Subramanian as they explore what makes VoC so valuable and how you can drive that value in your organization.
The Gainsight/Sprinklr Feedback Loop of Epic SuccessGainsight
In the latest G2 Crowd Grid for Customer Success software, Gainsight was ranked as The Leader in the space based on user reviews from customers including Sprinklr. Positive reviews on G2 Crowd and TrustRadius don’t happen by accident. The most successful companies don’t passively hope their customers advocate publicly for their vendors. They make it happen.
From Customer Success Summit 2017 - Guy Nirpaz, CEO & Co-Founder at Totango discusses, "The Next Wave of Customer Success".
Learn more about Customer Success Summit: http://customersuccesssummit.com
Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success.
Learn more at www.totango.com.
This short slide deck explains Customer Success simply and concisely, so that you can communicate the benefits of a CS department to your executives, or explain to your clients why they should implement CS automation.
Improving Customer Retention by Managing the Customer Journey Webinar SlidesAmity
For any SaaS company focused on customer success, the customer journey needs to make customers feel comfortable, confident and excited about being successful with your product.
By focusing on helping make customers successful each step along the way, you will keep your customers happy, loyal and buying more. Success for both you and your customers!
In this webinar, Kia Puhm will cover:
- Top renewal challenges
- Biggest challenges & threats to renewals
- Using benchmarking to demonstrate value
- Being strategic partner
A critical guide to selecting metrics to define a data-driven customer success strategy. Here is the table of contents:
- Metrics are for Decisions
- The Nature of Metrics
- Metrics Can Be Difficult
- Customer Success Metrics
Customer Lifetime Value (CLV)
Customer Churn Rate
Net Promoter Score (NPS)
Customer Health Score
Support Ticket Volume
Customer Log-in Counts Customer Acquisition Cost (CAC)
Product Activity Score
CSM Subjective Score
Customer Newsletter CTR
Background Signals
There are many reasons why customer accounts can be “at risk” and if you are in the unfortunate position where a customer churns early, you probably will not achieve the desired lifetime value. All of this makes aligning Sales and Customer Success critical. You need to sell the right level of your product to the right type of customer. Listen in to the webinar where we cover the topic of aligning Customer Success and Sales.
The Best Kept Secret in Customer Success: Customer Advocacy Gainsight
Word of Mouth is the Holy Grail of marketing. But it's no longer just a nice thing to have; it's vital to your company. The voice of the customer is more powerful than ever before--not only should you be listening; you should be using it to fuel Marketing & Sales. Anthony Kennada, VP of Marketing at Gainsight, and Vinay Bhagat, CEO at TrustRadius, will teach you how to operationalize Word of Mouth using Customer Advocacy.
How can you transform your visitors into happy customers ?
1- Users must care
--> Be unique
--> Define your excitement features
--> Understand your users
2- Users must test
--> Increase trust
--> Reduce fears
--> Trigger an action
3- Users must use
--> Define the final goal
--> Determine the Aha moment
--> Define the mandatory steps
--> Guide users to avoid empty spaces
4- Users must pay
--> Transform free users into premium users
--> Define your prices
--> Display your prices correctly
--> Make payment easier
Taking you through the key steps for successful inbound marketing campaigns and tactics, as presented by Felicity McCarthy, Spark Digital, at 3XE Digital Conference, Oct 2015
Are you thinking of starting your own business? Do you have an idea that you want to turn into a reality? Do you want to be your own boss?
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In today's competitive business landscape, small businesses and marketers are constantly seeking ways to increase sales, improve customer experiences, and optimize their resources. Learn how to effectively plug the gaps in your customer lifecycle and create tailored experiences that resonate with your audience, converting prospects into loyal clients and advocates.
Is your 2015 digital strategy world class? 10 tips to get you startedLead Forensics
Lead Forensics CMO Lisa shares her tips on building a world class digital marketing strategy. Understand how you can maximize your online campaigns to see outstanding B2B marketing results, fueling your B2B sales pipeline with new business opportunities and seeing positive ROI.
Lean LaunchPad e@UBC Lessons Learned presented at iHub Nairobi 2014.08.12iain.verigin
Describes Lean LaunchPad program at UBC. Discusses what we've tried - what worked, what didn't, and what we're now trying.
We are not offering this program in Nairobi. We just wanted to share how we offer the program. Our program is a combination of university courses, non-credit LLPs, and mentorship via Office Hours.
Want to do more in less time on social media? Want meaningful connection with those who value, invest in and need you? Wherever your office is, it starts with you. Successiory empowers You with the 5-week E.A.S.Y. Social Media Strategy program. Entrepreneur, coach, consultant, author, speaker, because your personality is your brand, this program makes it all possible. Twitter, Facebook, LinkedIn, Google Plus and more on your schedule. Book Your Discovery Call today.
7 Steps To Travel Industry Social Media Mastery by @DrNatalie #DrNatalieDr. Natalie Petouhoff
Many people start their social media initiatives by putting up a Facebook and a Twitter and saying things like, "Happy Monday and buy our stuff." And then wonder where the ROI is.
In my consulting with companies over the past 12 years in digital and social media, I found that there isn't much structure around how to approach social media - not enough information on how to do more of the right things, benchmark where the company is and figure out -- from best practices -- what those next steps are...
This presentation looks at 7 Steps to FastTrack Your Social Media and Digital Communication Programs. It's what I use not only in my consulting but also what I teach at The Summer Institute for Center for Media, Entertainment and Sports at UCLA Anderson as well as at UCLA Extension.
I think you find some great practical and strategic tips that will get your further along in your initiatives so you can justify your program and get the budget you need and the resources! Social Media is not free. It does have a very high ROI... but you have to know how to use it to get the ROI...
Please note that this presentation is not to be used for any training, consulting or commercial purposes as its content is copyrighted or belonged to the Vietnam HR Summit Speakers/ relative organizations.
Accelerate growth through sales!
The Sales Audit powered by Verde Martin is a sales acceleration process that helps small and mid-sized business leaders find new revenues, savings, and efficiencies by maximizing the sales process through our own tested and proven sales audit system.
Not unlike a financial audit measures gaps in financials, we walk businesses through a Sales Audit to measure gaps in your sales process.
It’s no secret that sales make the world go round. Selling drives the economy, feeds growth, and pushes innovation. It’s crucial that your business creates a sales strategy and invests the time to do it well, because sales can make or break your business. You can have the best idea or product in the world, but unless you can sell it, nothing happens.
We will help you identify your unique sales needs and gaps in your current sales process, and then we work with you to design a custom sales program to fill in those gaps and meet the everyday needs of your business, creating an easy-to-follow path to increased sales.
Verde Martin has supported over 100 for-profit and non-profit organizations since starting in 2007 with a proven track record of success.
Once the sales audit process is completed, customers realize an average 30% increase in profits over the duration of a year.
Show your emplyees the difference between a normal salesperson and a great and succesful sales consultant,
It was one of the first presentation I conducted 4 years back and I am still using it with the new comers.
Similar to How to have fun in customer success (20)
Adoption is more than just usage. It’s helping your customer get the most out of your services. Learn how Spark can help you elevate insights to drive desired actions, helping your customer unlock additional value. Learn more at totango.com
Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...Totango
In this webinar, Ravit Danino, VP of Product Management at Totango, gives an in-depth look at a groundbreaking, modular, concept in Customer Success. In our first ever mini-series SuccessBLOCs: Onboarding, Escalation, and Adoption, the second installment Escalation, you'll learn:
-Detecting, acting on and resolving customer escalations are a part of the Customer Success journey
-How Spark can help you dramatically improve the customer experience and reduce friction and frustration along the way
Find the on-demand webinar and more info at www.totango.com.
Totango Spark: The Future of Customer Success has ArrivedTotango
Spark is finally here! Join our Customer Success industry expert and VP of Product Management at Totango, Ravit Danino, for this introductory webinar on the general availability of Spark.
Totango Spark empowers enterprises to quickly adopt and operationalize customer-centricity across their organizations, enabling them to complete their digital transformation and grow their business by becoming more customer-centered.
In this webinar we cover:
- How Totango Spark can guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster.
- SuccessBLOCs - a groundbreaking, modular, concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives, each step is chosen by the business to meet specific customer success goals.
Find the on-demand webinar and more info at www.totango.com.
Onboarding: Optimize the New Customer Journey for Seamless Product Adoption Totango
In this webinar, Ravit Danino, VP of Product Management at Totango, gives an in-depth look at a groundbreaking, modular, concept in Customer Success. In our first ever mini-series SuccessBLOCs: Onboarding, Escalation, and Adoption, first installment Onboarding, you'll learn:
-How to dramatically improve the new customer onboarding journey
-Be able to meet the milestones in an onboarding project timeline and overall goals
-How to delight end users and enable a consistent and efficient experience
-Ensure the customer post onboarding is adopting the product or service
Find the on-demand webinar and more info at www.totango.com.
Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer...Totango
Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer Success from the session at Technology and Services World '18 in Las Vegas. For more information visit totango.com.
Presented by Ravit Danino, VP of Products at Totango, at Customer Success Summit 2018.
Technology plays a critical role in advancing the capabilities of Customer Success. Understand why goal-oriented technology is the key to delivering the right results quickly and with confidence.
Presented by Christine Bensen, Senior Director of Product Management at CA Technologies, at Customer Success Summit 2018, Track 1.
Moving to SaaS is a huge transformation. Hear how CA managed this change, the impact it had inside and outside their organization, and how the whole company, from Product, Marketing, Finance, Sales, Support, Services, Partners, UX, all needed the single source of truth to succeed.
Million Dollar Bet - We're All-in In Customer SuccessTotango
Presented by Laurence Dean, Group Services, Director for Client Success at Dimension Data. Shared at Customer Success Summit 2018.
Dimension Data, a leader in IT Services Management, is making a big bet on Customer Success. In a highly competitive environment, they are seeing early results from their Customer Success initiatives and are placing a big bet on gaining real competitive advantage.
Presented by Tal Tsfany, VP of Customer Success at Mulesoft, at Customer Success Summit 2018.
Customer Success team members need to think about value in terms of corporate objectives as well as customer objectives. Tal will share how to effectively communicate with company executives to show the value of customer success initiatives.
Building the Customer Centricty Engine in IoT and XaaSTotango
Presented by Deepak Sharma, Customer Transformation Leader, at Deloitte Consulting, and Heather Peck, Global Services Chief of Staff and Transformation Lead at Hitachi. Shared at Customer Success Summit 2018.
Learn how Customer Success drives seamless coordination across Hitachi Vantara’s Services capabilities to deliver a unified set of outcomes, and maximizes the value delivered to customers.
Presented by Brian Curry, Chief Operating Officer at NICE-Satmetrix, at Customer Success Summit 2018.
Many B2C and large enterprise B2B companies are experiencing the need to expand their established CX practices with the new methodologies of Customer Success. Learn how companies are managing that fusion and the impact it can make.
Presented by Nicolle Paradise, Senior Director of Client Experience at ADP, at Customer Success Summit 2018.
Complexity is the enemy of adoption. To accelerate the impact of Customer Success, we must think like a customer and architect experiences that are easy and that are effortless.
Leveraging Machine Learning to Delight CustomersTotango
Presented by Erez Barak, Partner Group Program Manager at Microsoft, at Customer Success Summit 2018.
Artificial Intelligence and Machine Learning have come to fruition but what does it really mean for your CS organization? What does AI and ML really mean and how they can be applied to increase efficiency and accelerate insights.
Presented by Guy Nirpaz, CEO and Co-Founder of Totango, at Customer Success Summit 2018.
Organizations which have implemented Customer Success practices often struggle with providing clear results to prove impact. Guy will talk about how organizations can follow a component-based model to get results fast and accelerate impact across the enterprise.
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Implicitly or explicitly all competing businesses employ a strategy to select a mix
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How to have fun in customer success
1. Produced by
Customer Success Summit 2014
Customer Success Summit 2014
How to have fun in Customer
Success while providing value to
your customers
Presenter: Omer Gotlieb, Totango
Email: omer@totango.com
Twitter: @omergotlieb
2. Produced by
Customer Success Summit 2014
About me and my company
• Co-Founder and Chief Customer
Officer at Totango
• REALLY enjoying working with all
Totango’s customers….
2
• Customer Success Platform
• We eat our own dog food and drink
our own champagne
3. Produced by
Customer Success Summit 2014
What led me to Customer Success
• Exactly the same things that led me to start
Totango
– Fanatic about data and value
– Hate being sold to
– “Let me play with this first” vs. long long
implementation projects
– Customer Love…
• Started my career as a techie… but quickly
shifted to customer facing roles
• 15+ years in Product Management, Professional
Services, Sales and Customer Success
3
4. Produced by
Customer Success Summit 2014
Having Fun at Customer Success –Why?
Feels like you’re working in a hospital?...
4
5. Produced by
Customer Success Summit 2014
Having Fun at Customer Success –Why?
Celebrate Wins - Moments of Customer Love
• Improve your metrics (retention, referrals)
• Energy boost for the CS team and the entire
company
• Momentum…
5
6. Produced by
Customer Success Summit 2014
How?
Be Proactive – Drive to Value
• Identify where you can help
• Proactively run engagement campaigns
6
START
FIRST
VALUE
ONGOING
VALUE
NEW
VALUE
7. Produced by
Customer Success Summit 2014
• Feature Adoption
– Identify users who are not using an important feature, and
educate them on why and how
• Find Data Insights
– There’s gold in your customer data – find it and share
• Share Best Practices
– People are eager to learn from other companies
• New people training
– Identify new users added and offer training
• Say Thank You (tshirts, mugs, notes..)
– Identify your champions and show them you value that
7
Recommended Plays
8. Produced by
Customer Success Summit 2014
• Increased Engagement
• Customer Love/Advocacy
• Customer for life….
8
Expected Results
“You
guys
rock!”
“I
already
built
and
showed
this
to
my
CEO,
WOW!”
“Thanks
for
sending
this
over
Omer.
Really
great
stuff
yesterday.
The
updates
are
going
to
be
huge
for
us!”
9. Produced by
Customer Success Summit 2014
Lessons Learned:
• Lesson #1 – Have the right data
– Know: Why, When, Who
– Right Sensors (user level, feature usage, frequency)
• Lesson #2 – Be Intelligent
– Don’t be generic
– Tailor the engagement play to the right audience
• Lesson #3 – Measure Impact
– Increased engagement
– Improved customer health
– Customer Advocacy
9