MP4 version: https://youtu.be/xz4yT9Kc-iA
The Fundamentals of Customer Success Management
Top drivers:
• Ease of access to the service provider
• Resolution velocity and accuracy
• Listen and act on clients' feedback
• Sell and deliver value e.g. solution, affordability, and convenience
• Always aim for the life-long value of each client
Measures:
• Revenue per customer
• Repeat customers or renewal
• Customer referrals
• Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CSE)
Customer success journey:
• Interest
• Purchase
• Implementation
• Onboarding
• Expansion
• Rewenal
More and more, Customer Experience is heralded as a necessary investment for all businesses. It falls right into the category of Customer Success, because if a customer isn't having a good experience with your product, they're likely to churn. Here's how to keep up with your CX efforts using the CS Triangle of Product, People, and Content.
MP4 version: https://youtu.be/xz4yT9Kc-iA
The Fundamentals of Customer Success Management
Top drivers:
• Ease of access to the service provider
• Resolution velocity and accuracy
• Listen and act on clients' feedback
• Sell and deliver value e.g. solution, affordability, and convenience
• Always aim for the life-long value of each client
Measures:
• Revenue per customer
• Repeat customers or renewal
• Customer referrals
• Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CSE)
Customer success journey:
• Interest
• Purchase
• Implementation
• Onboarding
• Expansion
• Rewenal
More and more, Customer Experience is heralded as a necessary investment for all businesses. It falls right into the category of Customer Success, because if a customer isn't having a good experience with your product, they're likely to churn. Here's how to keep up with your CX efforts using the CS Triangle of Product, People, and Content.
The first churn opportunity is during onboarding. Getting the customer’s experience right, during the ‘honeymoon’ is the most important first step to scaling a SaaS company. Join Emilia D’Anzica, who has onboarded thousands of customers at scale over the 10+ years, as she shares strategies for growth from the customer’s perspective.
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
Summary (MP4 version - https://youtu.be/Gc5QRec7rdE)
Questions to ask customers to define success
• What is your desired outcome?
• What is your measure of project success?
• What is your boss' measure of project success?
• Were you delighted by the experience?
SaaS Onboarding Types
1. High-touch onboarding
• "Concierge" onboarding
• Regular phone calls
• Customer success person
• Personalized email
2. Low-touch onboarding
• Automated email series
• Tour videos and webinars
• Social media group
• Knowledge-base
Elements of SaaS Onboarding
• Sign up form
• Welcome email
• Educational emails
• First login
• Product tutorial
• Data import
• Documentation
• Notification
• Check up call
• Swag
Best Practices
1. Align with sales
2. Optimize for time
3. Do your research
4. Create value quickly
5. Reinforce goals
How Volkswagen Australia Fuses Customer and Employee ExperiencesQualtrics
Join Jason Bradshaw, Director or Customer Experience for Volkswagen Group Australia as he shares how Volkswagen Group Australia Fuses Customer and Employee Experiences.
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.
Why your service management fails -SEE Hungary 2017TOPdesk
Paying close attention to the customer journey plays an important role when evaluating customer satisfaction. What makes a customer less happy and where’s room for improvement?
Benno Richters
SEE Hungary 2017
A Product Person's View of Customer SuccessTotango
From Customer Success Summit 2017 - Sam Boonin, VP Product Strategy at Zendesk discusses, "Customer First: A Product Person's View".
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.
Collaboration. Puzzle Solving. Technology Champion. Customer Centric. Life Long Learner. All of these core skills blend together to make me a strong Customer Success Manager.
I am a passionate customer advocate and technology champion. Seen as a trusted advisor and puzzle solver by clients and coworkers alike. I am able to communicate across technical skill levels. Driven to help clients achieve business and organizational goals through technology.
Disrupting the Traditional Approach to Customer Centricity, Featuring Forrest...Totango
Webinar presentation: New technology is changing the game in how companies achieve a customer-centric culture. Hear from guest Kate Leggett, VP Principal Analyst from Forrester Research, Inc. and Guy Nirpaz, CEO and Co-founder of Totango, as they discuss current trends in customer success and new ways in which companies are organizing around the customer. Totango will also discuss Zoe, its unrivaled product that breaks down silos and enables company-wide participation in customer success.
Lessons Learned Transforming Eloqua into a Customer-Centric OrganizationTotango
From Customer Success Summit 2017 - Kia Puhm, Principal, K!A CX Consulting, discusses "Lessons Learned: Transforming Eloqua into a Customer-Centric Organization".
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.
How to Hire, Onboard, and Set your Customer Success Team up for Success Totango
From Customer Success Summit 2017 - Maranda Dziekonski,
Vice President, Customer Operations at HelloSign, discusses "How to Hire, Onboard, and Set Your Customer Success Team".
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.
Supercharge Your Product Roadmap with Customer FeedbackProductPlan
As a product manager, you need customer feedback to inform your product decisions and help you establish a foolproof product strategy. The more insight you have from customers and prospects, the more fuel you have to drive informed decisions. But without effectively managing the influx of product feedback, you risk leading your roadmap—and product—astray.
Our webinar's expert panel will teach you how to turn customer feedback from a firehose of ideas into your team’s most compelling asset. We’ll share specific strategies for leveraging feedback on your roadmap to build a product that not only solves real customer problems, but exceeds expectations.
The Onboarding and Training Playbook for Big CustomersGainsight
By Denise Stokowski, VP of Client Solutions at Gainsight
Emilia D’Anzica, VP CSM at WalkMe
Glenn Oclassen, SVP Customer Success at Replicon
Presented at Pulse Conference 2015.
What happens once you won a sale? Do you train your users? Do you provide support? There are a lot of options.
We didn't know the answer. So we surveyed a bunch of CEO's and came back with some answers. Check them out.
You can add your expertise and thoughts by filling out the survey at: http://www.surveygizmo.com/s3/1331502/Client-
Engagement-Implementation-Survey
Or just follow me on Twitter @StartupDiving
The first churn opportunity is during onboarding. Getting the customer’s experience right, during the ‘honeymoon’ is the most important first step to scaling a SaaS company. Join Emilia D’Anzica, who has onboarded thousands of customers at scale over the 10+ years, as she shares strategies for growth from the customer’s perspective.
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
Summary (MP4 version - https://youtu.be/Gc5QRec7rdE)
Questions to ask customers to define success
• What is your desired outcome?
• What is your measure of project success?
• What is your boss' measure of project success?
• Were you delighted by the experience?
SaaS Onboarding Types
1. High-touch onboarding
• "Concierge" onboarding
• Regular phone calls
• Customer success person
• Personalized email
2. Low-touch onboarding
• Automated email series
• Tour videos and webinars
• Social media group
• Knowledge-base
Elements of SaaS Onboarding
• Sign up form
• Welcome email
• Educational emails
• First login
• Product tutorial
• Data import
• Documentation
• Notification
• Check up call
• Swag
Best Practices
1. Align with sales
2. Optimize for time
3. Do your research
4. Create value quickly
5. Reinforce goals
How Volkswagen Australia Fuses Customer and Employee ExperiencesQualtrics
Join Jason Bradshaw, Director or Customer Experience for Volkswagen Group Australia as he shares how Volkswagen Group Australia Fuses Customer and Employee Experiences.
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.
Why your service management fails -SEE Hungary 2017TOPdesk
Paying close attention to the customer journey plays an important role when evaluating customer satisfaction. What makes a customer less happy and where’s room for improvement?
Benno Richters
SEE Hungary 2017
A Product Person's View of Customer SuccessTotango
From Customer Success Summit 2017 - Sam Boonin, VP Product Strategy at Zendesk discusses, "Customer First: A Product Person's View".
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.
Collaboration. Puzzle Solving. Technology Champion. Customer Centric. Life Long Learner. All of these core skills blend together to make me a strong Customer Success Manager.
I am a passionate customer advocate and technology champion. Seen as a trusted advisor and puzzle solver by clients and coworkers alike. I am able to communicate across technical skill levels. Driven to help clients achieve business and organizational goals through technology.
Disrupting the Traditional Approach to Customer Centricity, Featuring Forrest...Totango
Webinar presentation: New technology is changing the game in how companies achieve a customer-centric culture. Hear from guest Kate Leggett, VP Principal Analyst from Forrester Research, Inc. and Guy Nirpaz, CEO and Co-founder of Totango, as they discuss current trends in customer success and new ways in which companies are organizing around the customer. Totango will also discuss Zoe, its unrivaled product that breaks down silos and enables company-wide participation in customer success.
Lessons Learned Transforming Eloqua into a Customer-Centric OrganizationTotango
From Customer Success Summit 2017 - Kia Puhm, Principal, K!A CX Consulting, discusses "Lessons Learned: Transforming Eloqua into a Customer-Centric Organization".
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.
How to Hire, Onboard, and Set your Customer Success Team up for Success Totango
From Customer Success Summit 2017 - Maranda Dziekonski,
Vice President, Customer Operations at HelloSign, discusses "How to Hire, Onboard, and Set Your Customer Success Team".
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.
Supercharge Your Product Roadmap with Customer FeedbackProductPlan
As a product manager, you need customer feedback to inform your product decisions and help you establish a foolproof product strategy. The more insight you have from customers and prospects, the more fuel you have to drive informed decisions. But without effectively managing the influx of product feedback, you risk leading your roadmap—and product—astray.
Our webinar's expert panel will teach you how to turn customer feedback from a firehose of ideas into your team’s most compelling asset. We’ll share specific strategies for leveraging feedback on your roadmap to build a product that not only solves real customer problems, but exceeds expectations.
The Onboarding and Training Playbook for Big CustomersGainsight
By Denise Stokowski, VP of Client Solutions at Gainsight
Emilia D’Anzica, VP CSM at WalkMe
Glenn Oclassen, SVP Customer Success at Replicon
Presented at Pulse Conference 2015.
What happens once you won a sale? Do you train your users? Do you provide support? There are a lot of options.
We didn't know the answer. So we surveyed a bunch of CEO's and came back with some answers. Check them out.
You can add your expertise and thoughts by filling out the survey at: http://www.surveygizmo.com/s3/1331502/Client-
Engagement-Implementation-Survey
Or just follow me on Twitter @StartupDiving
At Achieve Performance, We help you maximize the productivity of your human resources – the people who carry the real responsibility for your company’s reputation, relationships and performance.
We are aiming at increasing your efficiencies in processes and human resource utilization and help you build a more efficient high performing change capable workforce.
Bet-the-Farm UX: How to harness User-Centered Design, Design Thinking and Lean Startup to drive mission critical UX innovation and lasting organizational change.
Startups and large organizations alike have to be nimble and react to market change faster than ever. The entrepreneurs and intrapreneurs within these organizations know that, but don’t always have the talent and tools at their disposal to be successful. John’s team has increasingly been asked to support these innovators and support their existing teams so they can drive both exceptional experiences and organizational change.
Find out how John and his team approach “bet-the-farm” innovation projects by taking the best elements from major movements (User-Centered Design, Design Thinking, Lean Startup) plus the psychology of persuasive design in order to gather critical insights about users, workshop with stakeholders and align on goals, and nurture both the product and the team behind it.
John will show concrete examples where they helped at the world’s biggest online payment company, the world’s biggest academic association and a major governmental agency all succeed at innovating where they were unable to do so in the past.
Human Capital Entremaneur Strategy Soluitons DeckCNCInc
Aligning the deployment of Human Capital and the HR Scorecard with the Business Strategies as a whole. Global Human Capital deployment works only when you align all the pieces - Finances + Operations + PEOPLE = YOUR Successful business
Some similarity between the disciplines of preparing for PMP exam and the readiness of a SIG SIGMA Black Belt concept are amazing. This is an interesting and importantly unique comparison.
Stephanie Birnstiel, head of our new Customer Success department, give us an introduction into what the department will be responsible for and how it will operate alongside our existing Professional Services team.
Michael Aston - The future of knowledge - Transversal customer summit 2016Transversal Ltd
Michael Aston, CTO Transversal, gives us some insight into the future of knowledge. Will A.I. take over and destroy us all? or will it make our lives even easier? And where does Transversal fit into the future of knowledge.
Presentation by Suzanne Gray from BMW about how the automotive retail landscape is changing in this digital era. Customer expectations have evolved and they expect better levels of customer services from all the businesses they interact with. BMW is rising to the challenge with the help of Prescience™ Self-Service Advisor from Transversal.
James Leslie, VP Professional Services at Transversal, walks us through some Knowledge Management Best Practices, ranging from how to optimize your content through to tools which can make your life easier.
Michael Aston, CTO at Transversal, introduces the exciting new features being rolled out across the Prescience Platform and announces 'Trendwatch', a real-time monitoring and service alert solution that gives business professionals early insight to potential problems that could affect their business
Presentation by Richard Godfrey, Assistant Director: Digital at Peterborough City Council, covering their massive digital transformation and how a leading Knowledge Management solution like Transversal's Prescience Platform can slot neatly into an otherwise very complicated project with far reaching implications.
Roadmap-style presentation by Bryan Hay from Utility Warehouse covering the journey they went through when implementing Prescience, Transversal's Knowledge Management Platform.
Michelle Noyes - Connecting people to knowledge: The foundation for deliverin...Transversal Ltd
Connecting people to knowledge:
The foundation for delivering great service
Presentation by Michelle Noyes, Knowledge Management & Information Specialist at Mothercare.
Given on Wednesday 21 May 2014 at the Transversal Customer Experience Summit, Lancaster Hotel, London.
Find out more: https://www.transversal.com/events/2014/05/21/connecting-people-to-knowledge-summit-2014
Michelle's career has always been intrinsically linked with customer care and great customer service. After seven years with Mothercare, starting as a Customer Care Representative and Product Specialist and moving into her current role as Knowledge Management and Information Specialist, Michelle has developed a determination to put customers first, finding the right answers and making them available in the right place to improve the entire customer journey.
In her current role, Michelle is responsible for all aspects of Mothercare's self-help system across multiple channels including the customer-facing website, the in-store tool and the agent-facing tool. She is involved with tasks such as facilitating the sharing of knowledge across the business, analysis of customer feedback and ensuring content is current, accurate and up-to-date as well as accessible to all who need it.
Michelle is actively involved with her local community, making use of her knowledge sharing skills at home and setting up a facebook page and group for her local area, which is growing rapidly with over 500 people now involved. A little known fact about Michelle is that she actually trained as a nurse after leaving school and before finding her feet in customer care!
Transversal Marketing for Banks 2013 PresentationTransversal Ltd
Sie hatten nicht die Möglichkeit an unserem MARKETINGforBANKS Fachkongress teilzunehmen? Kein Problem! Den Vortrag der Firma Transversal zum Thema „Kundenservice ohne Wissensplattform ist wie ein Porsche ohne Motor“ jetzt online ansehen.
Carnival UK Case Study - improved service, engaged staff and reduced costsTransversal Ltd
Presenter: Julie Warne, Head of Customer Contact Centre, Carnival UK
Event: Transversal's Customer Experience Seminar
Date: October 25 2013
Location: The Ritz Hotel, London.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Explore our most comprehensive guide on lookback analysis at SafePaaS, covering access governance and how it can transform modern ERP audits. Browse now!
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
effectively manage the convert Accpac to QuickBooks , with a particular focus on utilizing online accounting services to streamline the process.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
What is the TDS Return Filing Due Date for FY 2024-25.pdf
From drawing board to delivery - How to effectively manage change within your organization
1. From drawing board to delivery
How to effectively manage change within you organization
Mike Ashton, Ashton Brand Consulting Group
Customer experience seminar – Oct 2013
13. ABCG LaunchPAD: Planned & managed process
GAP ANALYSIS
Paint a vivid $ picture
START
(Catalyst)
Align
Plan
Cash
Current
position
Team
Tools
END GAME
Required
performance
Time
Milestones: What, by when & by whom. Implications & contingencies
Engagement: Communication, involvement, continuity, visibility, momentum
14. And finally, as the great man once said.....
“If things
seem under
control, you’re
just not
driving fast
enough”