The document discusses customer journey mapping. It describes a presentation where Mari Bentvelzen of Simply Measured discusses how she improved her company's customer experience and success through developing a customer journey map. Jeremy Goldsmith of Return Path then discusses customer journey mapping as a process to understand a customer's experience by mapping their interactions and touchpoints with a company. Key steps in the customer journey mapping process include mapping the basic experience, evaluating customer attitudes, focusing on important moments, adding detail, and brainstorming improvements.
The Missing Role from your Customer Success Org Chart: Customer Success Opera...Gainsight
Customer Success executives are realizing a new need for Customer Success Operations as a role in their organizations. As Customer Success become more mature, measurable, and process driven, there needs to be someone who is accountable for administering the programs and playbooks.
Customer Success Operations isn’t all that different from Sales Operations from a role perspective, but because CS Operations is an emerging role many teams are fighting an uphill battle to make the hire. Even after they secure the hire, a lot of teams struggle to hire the right candidate for the Customer Success Operations role. The Gainsight Customer Success team will walk you through the basics of Customer Success Operations and discuss why teams should consider hiring for this impactful role.
The Definitive Guide to Customer Success 2017Lincoln Murphy
The Customer Success movement has taken the SaaS industry by storm, even requiring an updated SaaS Business Model definition.
But what exactly is Customer Success? Is it an organizational mindset? Is it a corporate strategy? Is it a set of tactics designed to produce happy, successful customers that in turn creates success for you, the SaaS vendor?
The answer is... all of the above.
In this guide I've enumerated 17 key elements of Customer Success for SaaS companies. I hope it helps you reach your goals.
This document discusses customer lifecycle calls to action (CTAs) and how to leverage them effectively. It provides an overview of what lifecycle CTAs are and their value in helping customer success managers stay organized and proactive. Examples are given of commonly used lifecycle CTAs along the customer journey. Best practices for implementing, managing, and getting ongoing adoption of lifecycle CTAs are also covered. The presentation aims to demonstrate how lifecycle CTAs can serve as a "GPS" to guide customer interactions and success.
The Sales-to-CSM Handoff is your customers' first impression of their Customer Success team. Understand the best ways to use Gainsight to manage this process from your Sales to your Post-Sales team.
Learn how to use Gainsight to prep for, conduct, and follow through on effective Executive Business Reviews. In this session, a Gainsight CSM will take you through how to use success plans to streamline your EBR process.
How We Drive High Touch success with Strategic Customers Gainsight webinar-v_fGainsight
Deep-dive into Gainsight's approach for Strategic customer relationships. Strategic customers play a remarkable role in guiding philosophy, problem-solving and innovation within Gainsight.
This document provides an overview of the role and responsibilities of a Customer Success Manager at Salesforce. A Customer Success Manager acts as an advocate for the customer, guiding the development of a Salesforce roadmap aligned to business objectives. They recommend services, products, and applications to help customers maximize value and adoption. Customer Success Managers establish regular communication across stakeholders to provide governance advice and identify risks. Their primary focus is on helping customers achieve consumption goals, adoption targets, and shaping the business value plan for Salesforce.
The Missing Role from your Customer Success Org Chart: Customer Success Opera...Gainsight
Customer Success executives are realizing a new need for Customer Success Operations as a role in their organizations. As Customer Success become more mature, measurable, and process driven, there needs to be someone who is accountable for administering the programs and playbooks.
Customer Success Operations isn’t all that different from Sales Operations from a role perspective, but because CS Operations is an emerging role many teams are fighting an uphill battle to make the hire. Even after they secure the hire, a lot of teams struggle to hire the right candidate for the Customer Success Operations role. The Gainsight Customer Success team will walk you through the basics of Customer Success Operations and discuss why teams should consider hiring for this impactful role.
The Definitive Guide to Customer Success 2017Lincoln Murphy
The Customer Success movement has taken the SaaS industry by storm, even requiring an updated SaaS Business Model definition.
But what exactly is Customer Success? Is it an organizational mindset? Is it a corporate strategy? Is it a set of tactics designed to produce happy, successful customers that in turn creates success for you, the SaaS vendor?
The answer is... all of the above.
In this guide I've enumerated 17 key elements of Customer Success for SaaS companies. I hope it helps you reach your goals.
This document discusses customer lifecycle calls to action (CTAs) and how to leverage them effectively. It provides an overview of what lifecycle CTAs are and their value in helping customer success managers stay organized and proactive. Examples are given of commonly used lifecycle CTAs along the customer journey. Best practices for implementing, managing, and getting ongoing adoption of lifecycle CTAs are also covered. The presentation aims to demonstrate how lifecycle CTAs can serve as a "GPS" to guide customer interactions and success.
The Sales-to-CSM Handoff is your customers' first impression of their Customer Success team. Understand the best ways to use Gainsight to manage this process from your Sales to your Post-Sales team.
Learn how to use Gainsight to prep for, conduct, and follow through on effective Executive Business Reviews. In this session, a Gainsight CSM will take you through how to use success plans to streamline your EBR process.
How We Drive High Touch success with Strategic Customers Gainsight webinar-v_fGainsight
Deep-dive into Gainsight's approach for Strategic customer relationships. Strategic customers play a remarkable role in guiding philosophy, problem-solving and innovation within Gainsight.
This document provides an overview of the role and responsibilities of a Customer Success Manager at Salesforce. A Customer Success Manager acts as an advocate for the customer, guiding the development of a Salesforce roadmap aligned to business objectives. They recommend services, products, and applications to help customers maximize value and adoption. Customer Success Managers establish regular communication across stakeholders to provide governance advice and identify risks. Their primary focus is on helping customers achieve consumption goals, adoption targets, and shaping the business value plan for Salesforce.
Developing The Ultimate Customer Success Strategy Gainsight
Want to adopt Customer Success but don't know where to start? A seasoned customer success manager looking to optimize your team, workflow and organization?
Accurately defining your Desired Outcomes for each customer segment
Outlining the roadmap to your customer's Desired Outcome
Aligning your team, organization and workflow to optimize for meeting your customer's desired outcomes
During the presentation, the audience will be invited to ask any questions about the content, customer success or Gainsight that come up.
Customer Success is Your Success: 5 Ways to Boost RetentionTotango
The SaaS model has turned business on its head. Revenue from existing customers, through renewals and upsells, is the key to growth. Watch this webinar to learn 5 strategies that companies like Optimizely, Zendesk and Autodesk use to increase retention and revenue with customer success software.
For more examples, insights & tips, watch the on-demand recording of the event: http://www.totango.com/resources/5-strategies-to-boost-retention/?utm_medium=social_media
Customer success is gaining momentum and many companies are transitioning into the new model that puts the customer in the center of operations.
This is an introductory presentation which helps explain where does customer success feet in the grand scheme of things, what is the charter of this initiatives and what is Totango technology.
How to measure your success as a Customer Success ManagerAmity
As CSMs, we can usually rattle off a number of metrics and statistics that we use to measure our customer's health and success -- but it gets a little less standardized when others ask us how we measure our own success. Renewals and churn are both important metrics to keep an eye on, but they're not the only ones.
In this webinar, we’ve partnered with Sparkcentral to discuss:
- The benefits of a top-down approach when re-evaluating CS team goals
- The importance of CSAT metrics
- Which KPIs to measure if Account Management and CS roles are combined
- Which questions to ask yourself when exploring and assessing your team’s current KPIs and goals
Join Krysta Gahagen and Julia Burnett, two Customer Success Managers from Sparkcentral, for the rundown of which KPIs are truly key for CSMs, and why.
Cloud customer journey and customer success managementOmid Razavi
This document discusses cloud customer journey and success management. It begins by outlining the traditional siloed services model and how cloud customers now expect a more holistic approach. It then presents a cloud customer services framework that aligns supplier actions like support, success management, education and community with customer needs. Finally, it introduces the cloud customer journey as a four stage process covering value definition, delivery, realization and validation to drive customer success and growth.
How to Drive Top-Line Growth with Customer Success Management MetricsGainsight
This presentation is all about growing your top-line revenue by leveraging Customer Success Management metrics.
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.
EBR's: prepping, producing, and presentingGainsight
Executive Business Reviews (EBRs) are regular strategic meetings with customers to review the partnership and ensure goals are being met. The document provides tips for maximizing the value of EBRs, including establishing clear objectives and attendees in advance, focusing on business value and ROI, and following up on goals. It also outlines recommendations for prepping, producing, and presenting EBRs, such as using Customer360 to gather data, creating agendas and success plans, and ensuring meetings are interactive with follow up on action items.
Hooks and Upsell: Bottoms-Up Product and GTM StrategyVivek Saraswat
A framework for growing bottoms-up (i.e. product-led) adoption in B2B products, along with a summary of commonly-used GTM strategies and sales models
Originally presented at Open Core Summit 2020 by Vivek Saraswat (Venture Partner at Mayfield, Product Leader at Docker/VMware/AWS)
QBR Playbooks That Drive Customer Accountability Amity
Responsible customers take initiatives to get more out of your solution. Such customers take control of their experience, and they are eager to grow with you. Sounds wonderful, doesn't it? If you're not there yet, don't panic. It takes some conscious efforts to nurture highly responsible customers. In this webinar you will learn:
• What the blueprint for a flawless Customer Business Review (aka QBR) looks like
• How do the best CSMs leverage QBRs to create responsible customers
• What is a maturity model, and how to develop your own and introduce it in QBRs
The Customer Success Playbooks You Need to Drive AdoptionAmity
The webinar discussed how customer success managers can use adoption playbooks to drive increased product adoption among customers. It emphasized that the customer success role is well-positioned to increase adoption through playbooks that define engagement opportunities along the customer journey. The webinar covered how to identify adoption opportunities across the lifecycle, emphasize the operational elements in playbook templates, and increase effectiveness through adoption paths, customer data, feedback loops, and continuous improvement.
The document outlines a 6-stage sales enablement plan to develop and implement a sales enablement strategy. Stage 1 involves getting project approval, including assessing organizational readiness, building a business case, and creating a strategy scorecard. Stage 2 prepares the company by surveying sales, aligning sales and marketing, and auditing assets. Stage 3 implements enabling solutions like CRM and marketing automation. Stage 4 builds a sales playbook. Stage 5 launches the strategy to sales. Stage 6 measures results and evolves the strategy. The plan provides templates, tools and resources to execute each stage.
How to Develop a Quarterly Business ReviewGainsight
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 to Develop a Quarterly Business Review - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Gild, Box, Zuora, Workday
The document discusses strategies for marketing to online users in India. It notes that people have increased internet access through various devices like smartphones. It then discusses different types of online shoppers in India and how to target them through location-based advertising or by understanding their decision factors when shopping online. The document also covers developing personas, account-based marketing strategies, creating a customer journey map, and planning promotion strategies using various digital channels. It emphasizes measuring the effectiveness of different marketing tactics.
Customer Success - Why and How of Gainsight's 14 ElementsGainsight
The document discusses trends in customer success and provides insights into building a strong customer success program. Some key points include:
1) Customer success drives sales as prospects are talking to existing customers; advocacy is important.
2) For customer success to be effective, it must be a top-down, company-wide priority and cannot remain just a department.
3) The stages of customer success maturity are outlined from reactive to transformational. As companies progress through the stages, key metrics like retention and expansion improve.
4) A periodic table of customer success elements is presented to help standardize a common language for customer success professionals. The elements can be grouped into insights & actions, outcomes, and transformation categories
From Customer Success Summit 2017 - Thomas Lah, Executive Director at TSIA discusses, "Building Customer Success Organizations".
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.
Developing a World Class Customer Success Organization Gainsight
Is your company adopting customer success but doesn’t know where in the organization it fits? Should customer success live under sales, marketing or product? How should you account for customer success? Watch Lincoln Murphy, Customer Success Evangelist, as he deep dives into issues such as:
The common mistakes when starting out (and how to avoid them)
How logical customer segmentation is key to effective coverage levels
Why the ideal characteristics of CSMs vary across customer segments (and how to plan for that)
And much more...
In Lincoln’s previous webinar, “Developing the Ultimate Customer Success Strategy” he discussed the value of implementing customer success at your company and why minimizing your attrition rate through customer success is imperative to any modern business. This is the next evolution of the discussion, taking the theory into practice.
Looking to scale something up? Depending on how you're going after your market/ acquiring users, you may need to build a sales organization that's optimized for a top-down or bottom-up sales process (or perhaps both).
Watch the video overview at http://a16z.com/2015/03/06/go-to-market-bootcamp/ and then check out this slide deck, which shares some concrete tips and tools for accelerating time to market -- from the go-to-market experts at a16z, led by 'sales savant' Mark Cranney.
Because selling to enterprises is a lot like getting a bill passed through Congress: it can get stuck. And getting stuck -- or going down the wrong path -- can mean death to startups in a competitive market. Here's how to avoid that.
1. The document discusses best practices for customer success, including managing internal processes to deliver solutions, giving customer success managers leeway to build relationships and provide feedback, and meeting regularly with customers.
2. It recommends handoffs from sales to customer success teams, kickoff meetings with clients, onboarding and training new users, and tracking adoption metrics.
3. Additional best practices include gathering requirements, conducting setup, testing, training, and supporting go-live and post go-live activities to ensure proper adoption of new products and features.
Quarterly Business Review PowerPoint Presentation SlidesSlideTeam
This document appears to be a quarterly business review presentation template for a company. The presentation covers key business highlights and performance metrics for the company including financial performance, client and project updates, competitor analysis, and future roadmaps. It includes sample slides on revenue, profits, balance sheet items, cash flows, key financial ratios and more that can be customized with actual company data.
This PPT is about a sales playbook. It is a systematic organization of all marketing and sales assets. Each asset is mapped to the buyer’s position in the sales cycle. It serves as a GPS for the channel partners.
The document discusses managing critical handoffs across the customer lifecycle. It provides tips for effective transitions between customer success (CS) and sales teams. Key tips include ensuring clear goals, timelines, and roles in transition processes. It also emphasizes centralizing customer information in the CRM to avoid silos, and measuring results to ensure accountability. Effective tools can help drive smooth collaborations when information is accessible to both teams.
The keys to scaling your customer success programGainsight
Keys to Scaling Your Customer Success Program
In a recent Sandhill.com poll of Silicon Valley executives, many execs expressed concern over scaling their customer success teams while maintaining a high quality and personalized service experience for their customers. At Gainsight, we don’t believe scale and quality to be mutually exclusive.
There are 3 key areas of focus that can ensure companies achieve their customer success goals and realize the economies of scale that are so important to growing businesses. On June 25th at 10 am PDT, Lincoln Murphy, Customer Success Evangelist at Gainsight and world renowned SaaS expert, will show you how a customer success strategy focused on segmentation, automation, and documentation is key to scaling Customer Success. A customer success program that lacks strategic thinking in any of these areas is sure to fall short and unlikely to achieve scale or meaningful results.
In this 60 minute webinar on the keys to scale we will discuss:
- How can you implement automation without harming customer relationships?
- What is the right strategy to segment your customer base?
- Which process are important to document and which aren’t?
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.
Developing The Ultimate Customer Success Strategy Gainsight
Want to adopt Customer Success but don't know where to start? A seasoned customer success manager looking to optimize your team, workflow and organization?
Accurately defining your Desired Outcomes for each customer segment
Outlining the roadmap to your customer's Desired Outcome
Aligning your team, organization and workflow to optimize for meeting your customer's desired outcomes
During the presentation, the audience will be invited to ask any questions about the content, customer success or Gainsight that come up.
Customer Success is Your Success: 5 Ways to Boost RetentionTotango
The SaaS model has turned business on its head. Revenue from existing customers, through renewals and upsells, is the key to growth. Watch this webinar to learn 5 strategies that companies like Optimizely, Zendesk and Autodesk use to increase retention and revenue with customer success software.
For more examples, insights & tips, watch the on-demand recording of the event: http://www.totango.com/resources/5-strategies-to-boost-retention/?utm_medium=social_media
Customer success is gaining momentum and many companies are transitioning into the new model that puts the customer in the center of operations.
This is an introductory presentation which helps explain where does customer success feet in the grand scheme of things, what is the charter of this initiatives and what is Totango technology.
How to measure your success as a Customer Success ManagerAmity
As CSMs, we can usually rattle off a number of metrics and statistics that we use to measure our customer's health and success -- but it gets a little less standardized when others ask us how we measure our own success. Renewals and churn are both important metrics to keep an eye on, but they're not the only ones.
In this webinar, we’ve partnered with Sparkcentral to discuss:
- The benefits of a top-down approach when re-evaluating CS team goals
- The importance of CSAT metrics
- Which KPIs to measure if Account Management and CS roles are combined
- Which questions to ask yourself when exploring and assessing your team’s current KPIs and goals
Join Krysta Gahagen and Julia Burnett, two Customer Success Managers from Sparkcentral, for the rundown of which KPIs are truly key for CSMs, and why.
Cloud customer journey and customer success managementOmid Razavi
This document discusses cloud customer journey and success management. It begins by outlining the traditional siloed services model and how cloud customers now expect a more holistic approach. It then presents a cloud customer services framework that aligns supplier actions like support, success management, education and community with customer needs. Finally, it introduces the cloud customer journey as a four stage process covering value definition, delivery, realization and validation to drive customer success and growth.
How to Drive Top-Line Growth with Customer Success Management MetricsGainsight
This presentation is all about growing your top-line revenue by leveraging Customer Success Management metrics.
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.
EBR's: prepping, producing, and presentingGainsight
Executive Business Reviews (EBRs) are regular strategic meetings with customers to review the partnership and ensure goals are being met. The document provides tips for maximizing the value of EBRs, including establishing clear objectives and attendees in advance, focusing on business value and ROI, and following up on goals. It also outlines recommendations for prepping, producing, and presenting EBRs, such as using Customer360 to gather data, creating agendas and success plans, and ensuring meetings are interactive with follow up on action items.
Hooks and Upsell: Bottoms-Up Product and GTM StrategyVivek Saraswat
A framework for growing bottoms-up (i.e. product-led) adoption in B2B products, along with a summary of commonly-used GTM strategies and sales models
Originally presented at Open Core Summit 2020 by Vivek Saraswat (Venture Partner at Mayfield, Product Leader at Docker/VMware/AWS)
QBR Playbooks That Drive Customer Accountability Amity
Responsible customers take initiatives to get more out of your solution. Such customers take control of their experience, and they are eager to grow with you. Sounds wonderful, doesn't it? If you're not there yet, don't panic. It takes some conscious efforts to nurture highly responsible customers. In this webinar you will learn:
• What the blueprint for a flawless Customer Business Review (aka QBR) looks like
• How do the best CSMs leverage QBRs to create responsible customers
• What is a maturity model, and how to develop your own and introduce it in QBRs
The Customer Success Playbooks You Need to Drive AdoptionAmity
The webinar discussed how customer success managers can use adoption playbooks to drive increased product adoption among customers. It emphasized that the customer success role is well-positioned to increase adoption through playbooks that define engagement opportunities along the customer journey. The webinar covered how to identify adoption opportunities across the lifecycle, emphasize the operational elements in playbook templates, and increase effectiveness through adoption paths, customer data, feedback loops, and continuous improvement.
The document outlines a 6-stage sales enablement plan to develop and implement a sales enablement strategy. Stage 1 involves getting project approval, including assessing organizational readiness, building a business case, and creating a strategy scorecard. Stage 2 prepares the company by surveying sales, aligning sales and marketing, and auditing assets. Stage 3 implements enabling solutions like CRM and marketing automation. Stage 4 builds a sales playbook. Stage 5 launches the strategy to sales. Stage 6 measures results and evolves the strategy. The plan provides templates, tools and resources to execute each stage.
How to Develop a Quarterly Business ReviewGainsight
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 to Develop a Quarterly Business Review - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Gild, Box, Zuora, Workday
The document discusses strategies for marketing to online users in India. It notes that people have increased internet access through various devices like smartphones. It then discusses different types of online shoppers in India and how to target them through location-based advertising or by understanding their decision factors when shopping online. The document also covers developing personas, account-based marketing strategies, creating a customer journey map, and planning promotion strategies using various digital channels. It emphasizes measuring the effectiveness of different marketing tactics.
Customer Success - Why and How of Gainsight's 14 ElementsGainsight
The document discusses trends in customer success and provides insights into building a strong customer success program. Some key points include:
1) Customer success drives sales as prospects are talking to existing customers; advocacy is important.
2) For customer success to be effective, it must be a top-down, company-wide priority and cannot remain just a department.
3) The stages of customer success maturity are outlined from reactive to transformational. As companies progress through the stages, key metrics like retention and expansion improve.
4) A periodic table of customer success elements is presented to help standardize a common language for customer success professionals. The elements can be grouped into insights & actions, outcomes, and transformation categories
From Customer Success Summit 2017 - Thomas Lah, Executive Director at TSIA discusses, "Building Customer Success Organizations".
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.
Developing a World Class Customer Success Organization Gainsight
Is your company adopting customer success but doesn’t know where in the organization it fits? Should customer success live under sales, marketing or product? How should you account for customer success? Watch Lincoln Murphy, Customer Success Evangelist, as he deep dives into issues such as:
The common mistakes when starting out (and how to avoid them)
How logical customer segmentation is key to effective coverage levels
Why the ideal characteristics of CSMs vary across customer segments (and how to plan for that)
And much more...
In Lincoln’s previous webinar, “Developing the Ultimate Customer Success Strategy” he discussed the value of implementing customer success at your company and why minimizing your attrition rate through customer success is imperative to any modern business. This is the next evolution of the discussion, taking the theory into practice.
Looking to scale something up? Depending on how you're going after your market/ acquiring users, you may need to build a sales organization that's optimized for a top-down or bottom-up sales process (or perhaps both).
Watch the video overview at http://a16z.com/2015/03/06/go-to-market-bootcamp/ and then check out this slide deck, which shares some concrete tips and tools for accelerating time to market -- from the go-to-market experts at a16z, led by 'sales savant' Mark Cranney.
Because selling to enterprises is a lot like getting a bill passed through Congress: it can get stuck. And getting stuck -- or going down the wrong path -- can mean death to startups in a competitive market. Here's how to avoid that.
1. The document discusses best practices for customer success, including managing internal processes to deliver solutions, giving customer success managers leeway to build relationships and provide feedback, and meeting regularly with customers.
2. It recommends handoffs from sales to customer success teams, kickoff meetings with clients, onboarding and training new users, and tracking adoption metrics.
3. Additional best practices include gathering requirements, conducting setup, testing, training, and supporting go-live and post go-live activities to ensure proper adoption of new products and features.
Quarterly Business Review PowerPoint Presentation SlidesSlideTeam
This document appears to be a quarterly business review presentation template for a company. The presentation covers key business highlights and performance metrics for the company including financial performance, client and project updates, competitor analysis, and future roadmaps. It includes sample slides on revenue, profits, balance sheet items, cash flows, key financial ratios and more that can be customized with actual company data.
This PPT is about a sales playbook. It is a systematic organization of all marketing and sales assets. Each asset is mapped to the buyer’s position in the sales cycle. It serves as a GPS for the channel partners.
The document discusses managing critical handoffs across the customer lifecycle. It provides tips for effective transitions between customer success (CS) and sales teams. Key tips include ensuring clear goals, timelines, and roles in transition processes. It also emphasizes centralizing customer information in the CRM to avoid silos, and measuring results to ensure accountability. Effective tools can help drive smooth collaborations when information is accessible to both teams.
The keys to scaling your customer success programGainsight
Keys to Scaling Your Customer Success Program
In a recent Sandhill.com poll of Silicon Valley executives, many execs expressed concern over scaling their customer success teams while maintaining a high quality and personalized service experience for their customers. At Gainsight, we don’t believe scale and quality to be mutually exclusive.
There are 3 key areas of focus that can ensure companies achieve their customer success goals and realize the economies of scale that are so important to growing businesses. On June 25th at 10 am PDT, Lincoln Murphy, Customer Success Evangelist at Gainsight and world renowned SaaS expert, will show you how a customer success strategy focused on segmentation, automation, and documentation is key to scaling Customer Success. A customer success program that lacks strategic thinking in any of these areas is sure to fall short and unlikely to achieve scale or meaningful results.
In this 60 minute webinar on the keys to scale we will discuss:
- How can you implement automation without harming customer relationships?
- What is the right strategy to segment your customer base?
- Which process are important to document and which aren’t?
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.
The document discusses how Gainsight scales customer communications and experience through a "one-to-many" approach. It involves segmenting customers, identifying repetitive customer service activities, empowering customers through self-service resources, and creating a purposeful customer journey. This approach aims to provide more frequent touches to all customers while making better use of customer success managers' time. The key principles include determining objectives, developing the customer journey, collaborating cross-functionally, and continuously measuring and improving the program.
The Customer Success Nuances of On Premise SolutionsGainsight
This document summarizes a presentation about customer success strategies for on-premise software solutions. The presentation discusses how on-premise customers differ from SaaS customers in terms of engagement levels, customization, and willingness to innovate. It notes that while on-premise customers have strong loyalty and long-term value, they can be slow to adopt changes. The presentation then discusses strategies for gauging customer health and engagement in the absence of usage data, including through qualitative measures like support interactions and quantitative metrics like renewal rates. Finally, the document outlines one company's transition to a new customer success model centered around a engagement playbook and dashboard tools to improve renewal rates, expansion, and advocacy among its large on-
Session Overview: When your customer buyer or key decision-maker leaves, you should freak out, just enough to take action. Indeed a change in the guard will always create both risk and opportunity. Both elements must be attacked with urgency and purpose. Take away some very specific strategies and actions from the group of panel speakers that you can easily implement for your own organization no matter the level of maturity or technologies in place. This is some back-to-the-basics but super important learnings that can have a direct impact on your retention rates.
Aligning to Services and Support for Greater CoverageGainsight
The document discusses aligning customer services, support, and success management functions. It provides examples from Hearsay Social and ServiceMax of how they organize these functions. At ServiceMax, implementation services deploy the product and transition customers to support and then to customer success management. They use an adoption framework to move customers through onboarding, deployment, adoption, and growth. The document also discusses challenges of supporting customized implementations and keeping customers up to date with upgrades, and potential solutions like documentation, health checks, and rapid response support.
Is your software on premise or desktop download only? Or is it SaaS based and you either can't get to or get inaccurate usage data for your Customers? If the answer is yes, you might be one of the many who believe Customer Success is harder or can't be implemented within your organization. I'm here to say not true. Usage is only one of the many indicators of health for a customer and sometimes can be misleading. In the end it's about the level of engagement you have with the customer with some of those metrics sprinkled in to build the story.
Customer Success Webinar Series: How to Align your Company Around an Onboardi...Gainsight
Customer onboarding can sometimes be considered an afterthought for organizations—leading to lengthy times to get up and running, under-educated customers and a general sense of dissatisfaction. Ensuring your customers are onboarded quickly and effectively is crucial to success, but also presents a number of unique challenges.
How can you measure the value of customer success to your organization? What is the actual bottom-line dollar value customer success will have for your company? Join Dan Steinman, Chief Customer Officer at Gainsight, and special guest Kate Leggett, VP and Principal Analyst at Forrester Research to learn the answers to these questions and more.
Dan and Kate will discuss the economic value customer success has had on various industries and what potential value it holds for the future of your company. This data-driven-webinar will cover topics such as:
The economic value model of customer success for SaaS, financial services, and other industries
How to lead your company in customer success
The benefits of adopting customer success as an organization
Best practices in CSM compensation with customer success leadersGainsight
CSM compensation is one of the most often debated questions for companies no matter their level of maturity in Customer Success. Getting the right comp plan for CSMs can depend on a variety of factors including customer segmentation, ASP, upsell potential and more.
Make 2016 the Year You Conquer Customer SuccessGainsight
2016 is just around the corner — and that means it’s time to set your business New Year’s resolution for 2016. But why settle for one generic goal like reducing churn or raising upsell? Why not resolve to make 2016 the year your organization invests in your customers as a major business driver?
Learn strategies and techniques for managing high volume account loads. We'll cover features to leverage, best practices to roll out and share our Gainsight strategy for developing a 1:many strategy.
Customer success requires a fundamental shift in the way you conduct business. Dan Steinman, CCO of Gainsight, worked with VPs of Customer Success across the technology industry to develop the 10 Laws of Customer Success. The 10 Laws of Customer Success represent the key focus areas all technology companies should be focusing on as they move towards a customer success model.
Moving from Traditional to Connected Support: Delivering Better Customer Expe...Support.com
Self-service and changes in customer behavior
How self-service is impacting the demand on support agents
How we’ve seen companies adapting their approach to support
The document discusses strategies for improving customer acquisition and retention. It recommends defining business objectives, developing strategies to meet those objectives, and using tactics like A/B testing to implement strategies. A/B testing should be used for discovery, not just validation, to continuously learn and improve performance. The goal is to align marketing efforts with website content through testing to better engage customers.
Similar to Mapping the Customer's Journey - The Road to Success (20)
How to Evolve Your Health Score From Reactive to PredictiveGainsight
At its most basic level of sophistication, a health score can give you the heads-up on at-risk customers, but only as the customer is already in the process of churning. You may be able to make a save, but it may be too late. In order to proactively deliver outcomes at scale, you need to evolve your health score into a predictive model. This isn't a beginner-level health scoring seminar. In this session, you'll learn how to uplevel your processes to ensure outcome delivery at a much higher rate.
How to Better Align Professional Services to Customer SuccessGainsight
Professional Services are an integral part of your revenue engine. Selling Services offerings doesn't just put money in your company's bank account, it has the potential to give your customers a massive head start towards acheiving their desired outcome. But those benefits are only available to companies whose ProServ organizations are operating in sync with a company-wide Customer Success mission. If your Services team isn't marching in lockstep with your CS team, you're going to miss out on long-term renewal and expansion opportunities, and worse, you could be working against each other. Get very specific advice for better alignment in this session.
How Box Scaled to Millions of Engagements Using Tech TouchGainsight
There's an invisible wall in front of your CSM team. Maybe it's months away, or maybe you're already running into it. But without an army of CSMs (which you can't afford), you'll never get past it—and it's an immovable barrier to your company's revenue growth. As your customer base grows, you have to start automating or you'll never be able to scale. Maybe you have some automated outreach, but the key to lowering your per-CSM customer count is an advanced tech touch system.And that's just the beginning. Automation can infuse predictability, efficiency, and savings into an ad hoc CS organization. Learn how to go beyond one-to-many in this session.
How to Design a Value-Based Renewal Management ProcessGainsight
You can't rely on inertia to renew your customers for you. You can't even rely on customer happiness or delight to ensure a successful renewal event. In the Age of the Customer, the only predictable way to ensure renewal is to ensure your customers achieve their desired outcome. And that's intrinsically linke to value delivery. When you have a renewal process based on value, you're controlling all the variables that are in your control. Learn how to achieve a Value-Based Renewal Management process in this session.
How to Build an End-to-End Process for Defining and Delivering on OutcomesGainsight
When Customer Success has a limited scope at a company, it likewise limits the scope of the outcomes that company can consistently deliver. If the Customer Success begins after onboarding and ends before renewal, what sort of effect can your CSM efforts have on customer outcomes? It's absolutely critical that your success planning strategy encompass the whole lifecycle—end-to-end. And that's just for starters. In this session, you'll learn best-practices methods for understanding customer goals, defining them in concrete terms, and building a scalable strategy to deliver on them.
How to Institutionalize Feedback at Every Stage of Your Customer Journey Beyo...Gainsight
What's the first word you think of when you hear the letters "CX?" Chances are it's "surveys." But a best-practice Customer Experience program is so much more than just surveys. There are a lot of ways to gather accurate, insightful feedback, but there's a right way and a wrong way to get that feedback. There are several advanced tactics that will enable you to bake in feedback across the lifecycle, synchronized to each touch point and interaction your customers have with your company. In this session, you'll get actionable advice to institutionalize this system in your organization.
Science is all about consistency and repeatability. You know that a stone sinks in water because you can drop one in a pool a thousand times, anywhere in the world, and it will never float. Customer Success is a young movement, but we've reached a critical mass of data where we can start to make predictions—and more importantly—prescriptions for what will work for a company and a customer base and what won't work. Learn how the Science of Customer Success has been established and how to get more scientific in your CS strategy.
How to Build a Customer Journey That's Outside-In not Inside-OutGainsight
Here's how most companies used to map a customer journey: They'd start with their initial marketing outreach, advance down the funnel to the signed contract, and then onboard the customer. There would be training, a quarterly or six-month outreach, and finally, renewal or upsell. But think about it: how many of those milestones does the customer care about or even think about? From their perspective, a journey map would look very different. Innovative companies are abandoning this "inside-out" model. Why? Because it doesn't map to how customers actually think or behave. Learn the difference between the old way of thinking and the new "outside-in" way of customer lifecycle management.
How to Turbocharge Your Customer Insights While Making Them More Digestible f...Gainsight
This document outlines how Nick Mehta, the CEO of Gainsight, uses their customer success platform to prepare for meetings with clients, executives, and the board. It discusses how the platform provides key customer insights such as account information, health scores, adoption metrics, and feedback to help Mehta understand each customer's needs and assess how well Gainsight is delivering for customers. Mehta is able to review retention, outcomes, trends and feedback data to prepare for management meetings, client reviews, and discussions with the board.
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.
How to Create Healthy Customers in Healthcare IT: Inside Imprivata’s Customer...Gainsight
The best healthcare professionals are able to ask the right questions to get the right feedback at the right time to correctly diagnose and care for their patients. The best healthcare IT professionals must do the exact same thing for their patients.
Join Roelf Kuitse, Manager of Imprivata’s Customer Success Organization, and Ganesh Subramanian, Gainsight’s Director of Product Marketing, as they deep-dive into how Imprivata leveraged the power of Customer Success to generate $15M worth of add-on opportunities.
In this webinar, you'll learn:
How to implement an effective CS org in Healthcare IT
Tactics for reducing risk in complex accounts
How to streamline your customer journey to massively boost expansion opportunities
And much more
How to Build the Ultimate Customer Success Board PresentationGainsight
Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized.
Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting.
In this webinar, you will learn:
The top three things every CS leader should include in their deck
What board members really want to know about Customer Success
How to blend metrics, tactics, and strategy into a seamless presentation
And much more
The document discusses how customer success requires driving both outcomes and experience for customers. It defines customer success as being at the intersection of customer outcomes and customer experience. It also notes that in B2B, most companies gather customer feedback but few actually implement improvements or inform customers of the actions taken, missing opportunities to create more satisfied customers. The goal of the companies discussed is to partner with customers to deliver predictable outcomes and experiences through expertise, community, and platforms to enable sustainable growth.
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.
The document summarizes a webinar on aligning sales and customer success. It includes:
1. An agenda covering why alignment is needed, the power of successful customers, selling to the right customer, and the responsibilities of sales and customer success.
2. A discussion of why lifetime value is important and customers having more choices and lower switching costs.
3. Points that successful customers generate renewals, expansions, and new logos, and the importance of resources not being wasted on improper customers.
4. An overview of sales responsibilities to sell to the right customer, set proper expectations, avoid overselling, and ensure clean handoffs to customer success.
5. A review of
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.
During the SaaS.City Customer Success bootcamp on Monday the 18th of September 2017, attendees at SaaStock 2017 found out how to manage customer risk, map customer health scores, justify the expense of Customer Success, and so much more.
The Customer Success Bootcamp mentors include Dan Steinman, GM of Gainsight EMEA; David Apple, VP of Customer Success at Typeform; and Cristina Georgoulaki, Head of Customer Success at Typeform. This event was exclusively for SaaStock conference ticket holders.
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.
It’s budget season, and chances are you’re losing sleep over next year’s Customer Success spend. Have you allocated the right amount for headcount? Technology? Enablement? How will your Finance team respond? Are you even in the right ballpark?
Budgeting is one of the most stressful periods on any leader’s calendar—the stakes are just so high. What you need is an extremely practical, hands-on guide through the process from two experts who know the process as well as anyone—Gainsight’s CCO and CFO, Allison Pickens and Igor Beckerman.
In this webinar, you’ll learn:
How to scale your budget based on sales goals for new logos and ARR
Best practices for per-ARR expenditure
High-ROI investments for the next fiscal year
Tactics for setting headcount and CSM account load
And much, much more
Tiering, prioritising, and segmenting your customersGainsight
Segmenting your customers has become a financial necessity, especially in a recurring revenue business. In this webinar, Dan Steinman, GM of Gainsight EMEA, and Russ Drury, Director of Customer Success at Workfront, share valuable advice for tiering and prioritizing your customer base with a segmentation strategy.
Main news related to the CCS TSI 2023 (2023/1695)Jakub Marek
An English 🇬🇧 translation of a presentation to the speech I gave about the main changes brought by CCS TSI 2023 at the biggest Czech conference on Communications and signalling systems on Railways, which was held in Clarion Hotel Olomouc from 7th to 9th November 2023 (konferenceszt.cz). Attended by around 500 participants and 200 on-line followers.
The original Czech 🇨🇿 version of the presentation can be found here: https://www.slideshare.net/slideshow/hlavni-novinky-souvisejici-s-ccs-tsi-2023-2023-1695/269688092 .
The videorecording (in Czech) from the presentation is available here: https://youtu.be/WzjJWm4IyPk?si=SImb06tuXGb30BEH .
Building Production Ready Search Pipelines with Spark and MilvusZilliz
Spark is the widely used ETL tool for processing, indexing and ingesting data to serving stack for search. Milvus is the production-ready open-source vector database. In this talk we will show how to use Spark to process unstructured data to extract vector representations, and push the vectors to Milvus vector database for search serving.
zkStudyClub - LatticeFold: A Lattice-based Folding Scheme and its Application...Alex Pruden
Folding is a recent technique for building efficient recursive SNARKs. Several elegant folding protocols have been proposed, such as Nova, Supernova, Hypernova, Protostar, and others. However, all of them rely on an additively homomorphic commitment scheme based on discrete log, and are therefore not post-quantum secure. In this work we present LatticeFold, the first lattice-based folding protocol based on the Module SIS problem. This folding protocol naturally leads to an efficient recursive lattice-based SNARK and an efficient PCD scheme. LatticeFold supports folding low-degree relations, such as R1CS, as well as high-degree relations, such as CCS. The key challenge is to construct a secure folding protocol that works with the Ajtai commitment scheme. The difficulty, is ensuring that extracted witnesses are low norm through many rounds of folding. We present a novel technique using the sumcheck protocol to ensure that extracted witnesses are always low norm no matter how many rounds of folding are used. Our evaluation of the final proof system suggests that it is as performant as Hypernova, while providing post-quantum security.
Paper Link: https://eprint.iacr.org/2024/257
Digital Banking in the Cloud: How Citizens Bank Unlocked Their MainframePrecisely
Inconsistent user experience and siloed data, high costs, and changing customer expectations – Citizens Bank was experiencing these challenges while it was attempting to deliver a superior digital banking experience for its clients. Its core banking applications run on the mainframe and Citizens was using legacy utilities to get the critical mainframe data to feed customer-facing channels, like call centers, web, and mobile. Ultimately, this led to higher operating costs (MIPS), delayed response times, and longer time to market.
Ever-changing customer expectations demand more modern digital experiences, and the bank needed to find a solution that could provide real-time data to its customer channels with low latency and operating costs. Join this session to learn how Citizens is leveraging Precisely to replicate mainframe data to its customer channels and deliver on their “modern digital bank” experiences.
Freshworks Rethinks NoSQL for Rapid Scaling & Cost-EfficiencyScyllaDB
Freshworks creates AI-boosted business software that helps employees work more efficiently and effectively. Managing data across multiple RDBMS and NoSQL databases was already a challenge at their current scale. To prepare for 10X growth, they knew it was time to rethink their database strategy. Learn how they architected a solution that would simplify scaling while keeping costs under control.
In the realm of cybersecurity, offensive security practices act as a critical shield. By simulating real-world attacks in a controlled environment, these techniques expose vulnerabilities before malicious actors can exploit them. This proactive approach allows manufacturers to identify and fix weaknesses, significantly enhancing system security.
This presentation delves into the development of a system designed to mimic Galileo's Open Service signal using software-defined radio (SDR) technology. We'll begin with a foundational overview of both Global Navigation Satellite Systems (GNSS) and the intricacies of digital signal processing.
The presentation culminates in a live demonstration. We'll showcase the manipulation of Galileo's Open Service pilot signal, simulating an attack on various software and hardware systems. This practical demonstration serves to highlight the potential consequences of unaddressed vulnerabilities, emphasizing the importance of offensive security practices in safeguarding critical infrastructure.
"Choosing proper type of scaling", Olena SyrotaFwdays
Imagine an IoT processing system that is already quite mature and production-ready and for which client coverage is growing and scaling and performance aspects are life and death questions. The system has Redis, MongoDB, and stream processing based on ksqldb. In this talk, firstly, we will analyze scaling approaches and then select the proper ones for our system.
Have you ever been confused by the myriad of choices offered by AWS for hosting a website or an API?
Lambda, Elastic Beanstalk, Lightsail, Amplify, S3 (and more!) can each host websites + APIs. But which one should we choose?
Which one is cheapest? Which one is fastest? Which one will scale to meet our needs?
Join me in this session as we dive into each AWS hosting service to determine which one is best for your scenario and explain why!
5th LF Energy Power Grid Model Meet-up SlidesDanBrown980551
5th Power Grid Model Meet-up
It is with great pleasure that we extend to you an invitation to the 5th Power Grid Model Meet-up, scheduled for 6th June 2024. This event will adopt a hybrid format, allowing participants to join us either through an online Mircosoft Teams session or in person at TU/e located at Den Dolech 2, Eindhoven, Netherlands. The meet-up will be hosted by Eindhoven University of Technology (TU/e), a research university specializing in engineering science & technology.
Power Grid Model
The global energy transition is placing new and unprecedented demands on Distribution System Operators (DSOs). Alongside upgrades to grid capacity, processes such as digitization, capacity optimization, and congestion management are becoming vital for delivering reliable services.
Power Grid Model is an open source project from Linux Foundation Energy and provides a calculation engine that is increasingly essential for DSOs. It offers a standards-based foundation enabling real-time power systems analysis, simulations of electrical power grids, and sophisticated what-if analysis. In addition, it enables in-depth studies and analysis of the electrical power grid’s behavior and performance. This comprehensive model incorporates essential factors such as power generation capacity, electrical losses, voltage levels, power flows, and system stability.
Power Grid Model is currently being applied in a wide variety of use cases, including grid planning, expansion, reliability, and congestion studies. It can also help in analyzing the impact of renewable energy integration, assessing the effects of disturbances or faults, and developing strategies for grid control and optimization.
What to expect
For the upcoming meetup we are organizing, we have an exciting lineup of activities planned:
-Insightful presentations covering two practical applications of the Power Grid Model.
-An update on the latest advancements in Power Grid -Model technology during the first and second quarters of 2024.
-An interactive brainstorming session to discuss and propose new feature requests.
-An opportunity to connect with fellow Power Grid Model enthusiasts and users.
Your One-Stop Shop for Python Success: Top 10 US Python Development Providersakankshawande
Simplify your search for a reliable Python development partner! This list presents the top 10 trusted US providers offering comprehensive Python development services, ensuring your project's success from conception to completion.
HCL Notes und Domino Lizenzkostenreduzierung in der Welt von DLAUpanagenda
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-und-domino-lizenzkostenreduzierung-in-der-welt-von-dlau/
DLAU und die Lizenzen nach dem CCB- und CCX-Modell sind für viele in der HCL-Community seit letztem Jahr ein heißes Thema. Als Notes- oder Domino-Kunde haben Sie vielleicht mit unerwartet hohen Benutzerzahlen und Lizenzgebühren zu kämpfen. Sie fragen sich vielleicht, wie diese neue Art der Lizenzierung funktioniert und welchen Nutzen sie Ihnen bringt. Vor allem wollen Sie sicherlich Ihr Budget einhalten und Kosten sparen, wo immer möglich. Das verstehen wir und wir möchten Ihnen dabei helfen!
Wir erklären Ihnen, wie Sie häufige Konfigurationsprobleme lösen können, die dazu führen können, dass mehr Benutzer gezählt werden als nötig, und wie Sie überflüssige oder ungenutzte Konten identifizieren und entfernen können, um Geld zu sparen. Es gibt auch einige Ansätze, die zu unnötigen Ausgaben führen können, z. B. wenn ein Personendokument anstelle eines Mail-Ins für geteilte Mailboxen verwendet wird. Wir zeigen Ihnen solche Fälle und deren Lösungen. Und natürlich erklären wir Ihnen das neue Lizenzmodell.
Nehmen Sie an diesem Webinar teil, bei dem HCL-Ambassador Marc Thomas und Gastredner Franz Walder Ihnen diese neue Welt näherbringen. Es vermittelt Ihnen die Tools und das Know-how, um den Überblick zu bewahren. Sie werden in der Lage sein, Ihre Kosten durch eine optimierte Domino-Konfiguration zu reduzieren und auch in Zukunft gering zu halten.
Diese Themen werden behandelt
- Reduzierung der Lizenzkosten durch Auffinden und Beheben von Fehlkonfigurationen und überflüssigen Konten
- Wie funktionieren CCB- und CCX-Lizenzen wirklich?
- Verstehen des DLAU-Tools und wie man es am besten nutzt
- Tipps für häufige Problembereiche, wie z. B. Team-Postfächer, Funktions-/Testbenutzer usw.
- Praxisbeispiele und Best Practices zum sofortigen Umsetzen
The Microsoft 365 Migration Tutorial For Beginner.pptxoperationspcvita
This presentation will help you understand the power of Microsoft 365. However, we have mentioned every productivity app included in Office 365. Additionally, we have suggested the migration situation related to Office 365 and how we can help you.
You can also read: https://www.systoolsgroup.com/updates/office-365-tenant-to-tenant-migration-step-by-step-complete-guide/
HCL Notes and Domino License Cost Reduction in the World of DLAUpanagenda
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-and-domino-license-cost-reduction-in-the-world-of-dlau/
The introduction of DLAU and the CCB & CCX licensing model caused quite a stir in the HCL community. As a Notes and Domino customer, you may have faced challenges with unexpected user counts and license costs. You probably have questions on how this new licensing approach works and how to benefit from it. Most importantly, you likely have budget constraints and want to save money where possible. Don’t worry, we can help with all of this!
We’ll show you how to fix common misconfigurations that cause higher-than-expected user counts, and how to identify accounts which you can deactivate to save money. There are also frequent patterns that can cause unnecessary cost, like using a person document instead of a mail-in for shared mailboxes. We’ll provide examples and solutions for those as well. And naturally we’ll explain the new licensing model.
Join HCL Ambassador Marc Thomas in this webinar with a special guest appearance from Franz Walder. It will give you the tools and know-how to stay on top of what is going on with Domino licensing. You will be able lower your cost through an optimized configuration and keep it low going forward.
These topics will be covered
- Reducing license cost by finding and fixing misconfigurations and superfluous accounts
- How do CCB and CCX licenses really work?
- Understanding the DLAU tool and how to best utilize it
- Tips for common problem areas, like team mailboxes, functional/test users, etc
- Practical examples and best practices to implement right away
GraphRAG for Life Science to increase LLM accuracyTomaz Bratanic
GraphRAG for life science domain, where you retriever information from biomedical knowledge graphs using LLMs to increase the accuracy and performance of generated answers
If your customer doesn’t see value from your product or service, there low switching costs, lots of options
Low Barrier To Entry
Fast customer acquisition
Revenue growth potential
You know so much more about your customer
Speed of innovation
Lower barrier to exit
Large customer volumes
Revenue growth expectations
Multiple sources of data to manage
Competitive landscape & fickle customer base
----- Meeting Notes (3/26/15 16:06) -----
Try to find a good slide to quantify the impact. Got to address this now.
----- Meeting Notes (3/26/15 16:32) -----
Change to circles
Pay as you go pricing
VP of Account Services & CS at Simply Measured – 5 teams (AM, CS, Support, PS, and Customer Edu) – responsible for all revenue after initial sale (retention, upsell, PS)
I attend a lot of CS leadership events and what I find valuable is when I get insight into WHAT other companies are implementing and HOW are doing it, so that is what I am going to spend some time talking about today.
I hope you walk away with with some valuable insights that may be useful to you and your team
When I first came to SM one of my first orders of business was going to be to start the process of completing a Customer Journey Map. Within the first few weeks I realized that if we embarked on that journey there would be many places where we would have missing information
We were not yet at a place in our evolution as a company to complete a useful and thorough Journey Map.
Understand what you do have and where you can begin to lay a solid foundation
There were a lot of things to tackle but I decided to focus on 5 that I believed could really drive our business forward and create a consistent and differentiated experience for our customers and fill in the holes needed to create a holistic customer journey map.
PART I
Infinite User Data – we are a data company and had no shortage of data, but no deep analysis had been done and there were no insights
Wide Range of user personas- We are a social analytics tool that helps brands plan and measure their social landscape and our range of users spans the Marketing Suite - in one day I would be talking to a data analyst at a CPG company and later in the day a CMO at a tech company
Customer expectation vs. reality – no defined parameters for term length, inconsistent training for the sales team, no dedicated UI/UX functional head, limited customer feedback being looped back to the product team
Varied TTFV – No formal onboarding process, AM team doing it all and doing it differently.
Inconsistent customer experience – There was no formal customer lifecycle
We have a wide range of customers from tech and finance, to retail and CPG – Whatever we did had to drive customer value and adoption for a widely different customer base while simultaneously achieving our business goals
With that in mind, we focused on 5 initiatives designed to achieve business results, drive customer satisfaction, and lay a strong foundation for a holistic and complete Journey Map
PART II
1. Segment and Target – With such a large amount of data and a wide variety of users and customer industries, we decided to start with a few focused areas and build from there
2. Provisional personas – Understand how all of the different teams define our customers and how they interact with them. My team and I talk to customers on a daily basis, but what were the experiences and perceptions of other teams?
3. Functional leaders – Get aligned with the functional leaders on your team. They all know what the Customer Success department is but is everyone aligned on what “success of the customer” means to our company?
4. Time to First Value - Identify quick wins and create a plan to get there – What behaviors do you need your customer to demonstrate or actions they need to perform to get value from your product?
5. Customer Lifecycle – Use the persona and user data to create a consistent baseline lifecycle for the first contract term (then build and iterate)
Simply Measured is at our core a data company, and we are all huge data nerds. So when it comes to data, we have it in spades. We have a mantra that holds true for me as well “Data or it Didn’t Happen”
With that said, in taking a look at our user data, it was certainly plentiful. We started with a focused effort looking at our user data through 3 different lenses.
1. User Data – As I mentioned earlier we have a wide variety of customers that are using SM to plan and measure across their social channels. How is a retail customer using our product differently that a banking institution or an airline? What is a customer doing at their 3 month mark vs their 10 month mark? What makes someone a “power –user”, what do customers who have been with you do differently than those that have churned? - This data allowed us to make some really impactful decisions about user adoption, on-going customer education, and was invaluable to our product team to influence the product roadmap.
2. Marketing Data – At SM we take pride in being thought leaders in our industry and produce a ton of awesome content. Marketing had all the juicy data on who was downloading or opening what content and we were utilizing it on our sales efforts but it was not making our way to the CS team. I was able to get notification on what emails were bouncing which helped identify potential red flags for our champions and power users leaving a company AND gave us valuable insight into what our customers where interested in, my team could take that data and use it to drive additional value through focused topical discussions.
3. Churn Data – This is a tricky one, because churn is typically a combination of a variety of different factors, but usually there is one that is heavily weighted more than the others. In looking at this data it allowed us to identify some behaviors that churned customers did not demonstrate that our healthy long term customers were and build new infrastructure and process around driving those behaviors.
In addition to user data, there was some missing data sets that either were in disparate systems or data was not being captured.
-Product Feedback – While there was most definitely customers outreach from the product team to gather feedback about new and upcoming realsese, my team is in a unique position in that we interact with out customers daily. I found that my team had some great feedback but it seemed that the most important issue was the most recent customer who was the loudest or largest. There was no system that was quantifying our feedback. Giving my product team the feedback that 28% of our customer base that represents X% of our revenue has requested a certain feature is certainly more powerful than “a lot of customers have recently been asking for X”
-Csat – When I came to SM there was no official process for Csat surveys, they were most typically used for soliciting product feedback after a new release. Having a systematic way to solicit feedback from your customers is crucial. The good is awesome, but you need to know if you are getting better. The Bad is also great so that your team can be proactive in intervening with those customers.
-Support Tickets – we were answering them, but unfortunately we were using a platform that did not allow us to extract metrics easily - I needed to be able to quantify issues and spot potential issues easily.
My team was interacting with customers each day, but what about the others? What was the prospective of Sales and Marketing at the different times they interacted with the customers. What about product and engineering who don’t have the opportunity to interact with customers often?
We decided to get a variety of people from different functional teams together to do a provisional persona exercise (their identifiers (persona), their behaviors, Questions they ask, and needs/goal)
We wanted to understand who our users are, what’s important to them, and how different teams are interacting them.
This ended up being a really eye opening experience for the participants in the room and laid the groundwork for the team to complete a detailed map of our varied personas.
Marketing – are we creating the “right” content, are we sending it to the right people?
Sales – Are we selling our solution to solve a pain point for the persona that is buying?
Aligning with other functional leaders is one of the most valuable things that you can do. I know it sounds simple and easy, but when I say align I mean go beyond “team spirit”
Marketing, Sales and Account Services go hand and hand at SM – to be honest at the beginning I felt that at times I would get a bomb hurtled over the fence and my team was scrambling to ensure that it did not explode. It was a function of not really understanding how we our teams functioned together.
Myself along with the VP’s of Sales and Marketing had an offsite to discuss how we wanted to work together and what that meant. It was a great opportunity for us to get clarity on what we need to change and why
- Expectations for customer hand-off (why incorporating those into the Sales SLA’s was important)
- Establish a clear product feedback loop that was inclusive of why we were losing sales that were product related
- Gain commitment from the others to be executive sponsors for clients beyond the sale (at the time it was me and our CEO)
Create a framework about what success of the customer means to SM (this is different than the CS team)
This really allowed us to understand how to best work together, ensured that we were creating cohesive strategies, and the concept of the success of the customer when beyond just my team.
- Time to first value – does your definition of value map to that of your customer’s? Does value mean the same thing to different users?
- Set expectations for customers about what to expect during on-boarding and have a way to measure it– (Does the user data reflect expected behaviors? Based on our data analysis we have created 10 benchmark behaviors that we would like a user to demonstrate within the first 60 days if they are a main user, or power user and are working on similar behavior based analysis for other users)
-On-boarding Consistency – Utilize your user data and your personas to ensure you are giving the right people the right message at the right time – I know it sounds simple, but you will find yourself adjusting the messaging the more you learn about your customers and as your product evolves.
- Executive sponsorship – You obviously can’t do this for all of your clients but it is important and impactful that you do it for some - get executives involved from the beginning of the sales cycle (our VP of Sales was so pumped when I suggested creating a process that involved the sales team) – call your customer in the first 90 days to solicit feedback and just listen to the customer.
- Always have a plan B – You are designing this experience to work for most customers, what happens when it doesn't work?.....and it will happen (example – Large Enterprise Customer - MC)
- Reinforce - Once we implemented an on-boarding and training process and content, we found that we needed to reinforce it - WE used our findings from our user data to create Drip campaigns to reinforce “sticky” features
- Collect feedback not just with NPS or surveys – pick up the phone, visit
- Webinars really were a key win for us in terms of scale and efficiency
- What about all the additional users that come aboard mid contract term? – We have created a separate and distinct on-boarding process for new users that were no part of the initial on-boarding.
Best thing I ever did was create a separate on-boarding and customer education team. Our team lead has a background in adult learning and had been invaluable in leading the charge to ensure that our customers have a successful on-boarding and opportunities for continued education throughout for customers throughout their time at SM.
Segment
- Lifecycle distinction per segment – Not all customers are created equal, it doesn’t make sense to interact with them the same way – this was very apparent in our business segments, which lead 4 distinct business segments that all have a slightly different lifecycle and playbooks
- Utilize data – I am not sure if you noticed but I talk about data A LOT, not only because SM talks data all day, but it is an invaluable piece to the strategy and infrastructure of my team
- Playbooks – As you scale, you want to be as efficient as possible– find a way to create as much ready content, directional messaging, FAQ’s…etc as you can to allow your CS team to spend less time on administrative and reactive task.
- Ongoing education – reinforce behaviors/adoption and provide additional customer value. We have implemented vertical and persona specific webinars to provide insight not just into our tool, but into industry trends and best practices
- Customer learning check points – customer feedback is important and your teams are best poised to ensure that it is evangelized within your organization.
These 5 points are not the only items that we focused on, but were certainly the most valuable.
Everything that we have accomplished in the last 14 months has been in service of trying to create a reliable and differentiated customer experience.
What I have talked about today worked for SM at the time in our evolution and our focus has driven some great business results (including increased retention rates, & upsell rates, better insight into how different customers and personas are using our product, created a consistent customer experience and paved the way for us to move on to new initiatives (orange and red).
All of this initial work has set a great foundation for us to embark on a holistic and thorough Journey Mapping process that kicked off last month.
With this presentation I wanted to provide a brief overview of some of the strategies and processes that we implemented at SM. In creating and implementing much of what we did, there were definitely some things that failed and others that were wildly successful. We continue to use data to iterate on initiatives and review our strategies to ensure that what worked for us with 500 customers will work for us at 1500 customers.
As I mentioned in my introduction, my intent today with this presentation was to I was to provide insight into WHAT SM implemented and HOW we did it.
I hope that there may have been some good insights that are valuable to you and your team in your customer success journey. Thank you!
Intro
I'm Jeremy Goldsmith - Sr. Director, Customer Experience at Return Path
Return Path is an email analytics company
Here to talk to you about Customer Journey Mapping
I'm going to talk to you for 15 minutes about what Customer Journey Mapping is
Mari Bent-vel-zen is going to share some learnings about how her company progressed and prepared for successful journey mapping
Then we'll have 10 minutes for questions - so hold your questions for the end if you can
I can't train you on how to use Journey Mapping in 15 minutes - but I'll introduce the concepts
Question
How many of you have heard of Customer Journey Mapping before?
How many of you have tried to implement it at your organization?
I want to tell you a story
It's a travel story
I was flying from Denver to Los Angeles, and I needed a car to get around
I decided to book a red convertible - why not in LA, right?
When I arrived at LAX, I picked up my bag, walked outside and jumped on the rental car shuttle. Only 1 minute wait - timed nicely
When I got to the rental car place - I walked off the shuttle and a friendly woman greeted me and asked my name.
She looked on a clipboard and said "okay Mr. Goldsmith, your red convertible is all ready for you with the keys in it. I just need to see your driver's license and swipe your credit card and you'll be all set."
It was like I was in a commercial!
I walked over and my car was parked under a sign that said "Goldsmith" on it - easy to find. I felt like a VIP.
The keys were in it, and I drove away. Easy as pie.
I thought: "That was one of the most pleasant travel experiences I've ever had. No waiting. Friendly, personalized service. No mistakes or hassle - trying to sell me on a full tank of gas. Excellent!"
I would totally rent a car from this company again!
How many of you have had an experience like this? (It just blew you away.)
Part Two
I had some free time that day, so I decided to hit the beach. I was tired from traveling and wanted to feel some sand between my toes.
So I went to Santa Monica, which is about 45 minutes from LAX.
Driving around in Santa Monica, the car broke down. It wouldn't start.
So I called their assistance number - and it took about 10 minutes to get to a real person.
Then a somewhat unfriendly person immediately asked for my reservation number. It took me a while to find it.
They said I wasn't in their system yet - "Did you just rent the car?" Oh - if it was in the last 2 hours, it's not in our system yet. So we don't have any record of you. You’ll have to call back.
Like this was my fault! Geez.
Long story short – so after lots of hassle and about 3 hours of waiting, they came out, couldn’t fix my car and had to replace it.
And do you think I drove away in a red convertible? No, of course not!
This part was much less pleasant. At least I was stuck in a nice spot!
Definitely not the same excellent experience I had at the beginning of the story.
How many of you have had an experience like THIS? (more of us)
Disconnected Experience
So this is an example of a "Disconnected Experience"
While the first part - picking up my car - was excellent, well orchestrated, and clearly a lot of work had gone into it.
The second part - responding to a break down - was lowsy.
This clearly impacted my impression of the rental car company - maybe I would think twice about renting from them again.
Connected Experiences
We’re now in the age of the customer
Customers want companies to cater to them
They don't care that the reservation system isn't connected to the roadside assistance system,
Or that the rental car company is using a 3rd party service for repairs
They want all touchpoints to be connected - regardless of how they interact with them (phone, web, mobile, brick-n-mortar, email)
They just want it to work for them, to be easy and enjoyable
And if they don't they will - what? - COMPLAIN (Twitter!). These are empowered consumers.
Customers expect (and demand!) connected experiences with brands
Define: a connected experience is one where the touchpoints connect to one another
Customers seamlessly transition from one touchpoint to the next, regardless of how the touchpoint is delivered
All leave a similar perception in the mind of the customer
Connect to a brand strategy - "easy, personalized, you're a VIP"
This is where Customer Journey Mapping can help
help diagnose disconnected experiences
help identify where you focus your efforts to fix them
help align all the different parts of your company on making sure the fixes work for your customer
help design whole new experiences too
About Customer Journey Mapping
Comes from Service Design
Looks at the experience from the Customer's point of view
Definition: "Visually illustrates customers’ processes, needs, & perceptions throughout their interaction and relationship with an organization“
Helps you answer
What is the current experience? (understand & diagnose)
What should it be? (redesign, create new)
How do we implement? (blue print)
How can we communicate the experience? (orient, train, align)
Lots of different versions of Customer Journey Mapping
I'm going to show you the process I'm familiar with, and I think is the best
Similar to business process mapping, but includes the following elements:
Persona (define your customer)
Behaviors (what happened)
On Stage Experience (people and things)
Attitudes (what they thought - how they reacted)
Back Stage Support (people and things)
Steps
Map out the basic experience
Evaluate attitudes
Pick area of focus (Moment of truth)
Based on customer & business impact
this is crucial - otherwise each department is optimizing it's own thing
For me – maybe it was being made to feel guilty for just renting a car
Zoom in
Add detail to understand
customer needs (functional, emotional)
functionally - just wanted to get to the beach
emotionally - I wanted to unwind, enjoy my small window of free time
assess roles & processes - are they doing what they are intended to do to meet customer needs?
frame your issue or opportunity
Brainstorm improvements
select innovation(s)
new attitudes and behaviors that you'll create
Create business case
Output:
CX Design Canvas - summarizes the journey map
CX Hypothesis - which you can share with business folks decision makers
Good to start with creating an initial map
Persona
Behaviors
On stage (people & things)
Attitudes
Back stage (people & things)
If you haven't done any journey mapping at your organization, this is a great place to start
How to get started
Read designingcx.com!
Learn the basics
attend a workshop if you can or hire a consultant
Get people together
Cross functional (departments)
Cross role (from front-line to executive)
Get Lots of sticky notes!
Face to face is best
hard to do with remote folks
Training first on the process
help from designingcx.com or consultant
Then build initial maps
start with personas & behaviors
figure out which part of your experience to map - the most disconnected, where you have the biggest problems
identify areas to improve
Start by exposing people to the process
can help build buy-in that the process is useful
Gets people to open their eyes to how customers experience your brand
Gets people thinking outside of their functional silo
especially good to get executives involved!
Then deep dive
Build some journey maps
You might find you're missing some basics
personas
understanding of the customer or customer lifecycle
understanding of pain points
Sharing the maps
Put them up on walls
Can turn into digital maps eventually
Where to learn more
DesigningCX.com - from Oracle - has GREAT resources
This is where I learned this process - they've open sourced all their materials!
TouchPointDashboard.com
online journey map builder
Doug Dietz TED talk
how journey mapping helped redesign MRI experience for kids