This document outlines the elements of a successful customer relationship and maximizing customer lifetime value. It discusses Personio's customer success team structure and goals which include comprehensive implementations, self-service content and automation, and customer intelligence to reduce churn and increase renewals, upsells, and cross-sells through account reviews, renewal management and feedback. The overall aim is to increase lifetime value through referrals, additional revenues, and feedback to foster growth.

1. Elements of a successful customer relationship
Maximizing CLV

2. PERSONIO
Quick intro to

3. HR Operating System

4. 400
customers

5. 10 to 800
employees per customer

6. Marketing
Generate Leads
MISSION BASED TEAMS

7. Marketing
Generate Leads
MISSION BASED TEAMS
Sales
Convert Leads to Customers

8. Marketing
Generate Leads
MISSION BASED TEAMS
Success
Maximize Customer Value
Sales
Convert Leads to Customers

9. SUCCESSFUL CUSTOMER RELATIONSHIP
SUCCESS TEAM IMPLEMENTATION
CONTENT INTELLIGENCE

10. SUCCESS TEAM
Tech Savvy, empathic, and proactive

11. Providing a
CLEAR STRUCTURE
and
OUTPUT-DRIVEN GOALS

12. Implementation
1:n (in- and outbound)
TEAM STRUCTURE

13. Implementation
1:n (in- and outbound)
Service
n:n (inbound > outbound )
TEAM STRUCTURE

14. Implementation
1:n (in- and outbound)
Service
n:n (inbound > outbound )
Growth
1:n (outbound)
TEAM STRUCTURE

15. Implementation
1:n (in- and outbound)
Service
n:n (inbound > outbound )
Growth
1:n (outbound)
Content Circle
bi-weekly sprints
TEAM STRUCTURE

16. MAXIMIZE CUSTOMER VALUE
Increase Lifetime
Add MRR
Decrease Cost per client
Foster ReferralsAdd Secondary Revenues
Decrease Churn

17. IMPLEMENTATION
Comprehensive and in-depth

18. Decoupling
SUPPORT EFFORT
from
USER GROWTH

19. # Support Emails
0
2
4
6
8
10
12
COMMENTS PER CUSTOMER

20. FOLLOW A CLEAR ROADMAP

21. PREVENT ERRORS

22. MEASURE SATISFACTION
How comfortable are you using Personio after the implementation?
EDUCATION
COMMUNICATION
DATA MIGRATION
How satisfied are you with the communication during the
implementation?
How satisfied are you with the migration of your data?

23. 85
on a scale from -100 to 100

24. CONTENT
Diverse and easy-to-access

25. Driving
SELF SERVICE
trough
CONTENT & AUTOMATION

26. HELP CENTER ARTICLES

27. VIDEOS

28. WEBINARS

29. IN-APP TOURSIN-APP TOURS

30. CONTENT SPRINTS
Add new content
Keep existing content up-to-date
bi-weekly
meetings

31. CUSTOMER INTELLIGENCE
Persistent and focussed

32. Reducing
CHURN
and timing
UP- and CROSS SELLS

33. BI AS BEDROCK

34. MONITORING

35. ACCOUNT REVIEWS
Sanity Check
internal
Improvements
with client
Review
internal

36. RENEWAL MANAGEMENTRENEWALS, CROSS-, & UPSELLS

37. DIRECT BENEFITS

38. DIRECT BENEFITS
Client
REFERRALS

39. 1/5
of customers through referrals

40. Client
REFERRALS
Easier
UP/CROSS SELLS
DIRECT BENEFITS

41. ~15%
of new MRR through up sells

42. Source: 2015 Pacific Crest SaaS Survey - David Skok
CAPITALIZING ON
EXISTING REVENUE

43. Client
REFERRALS
Easier
UP/CROSS SELLS
Valuable
FEEDBACK
DIRECT BENEFITS

44. >1.000
product ideas from our customers

45. Client
REFERRALS
Easier
UP/CROSS SELLS
Valuable
FEEDBACK
Strong
NETWORK
DIRECT BENEFITS

46. NO
fancy numbers on this one

47. www.personio.de
Thank you!

48. Jonas Rieke
Head of Customer Success
jonas@personio.de