SlideShare a Scribd company logo
THE 5 MUST HAVE
CUSTOMER SUCCESS
PROCESSES
Anaal Patel
Director, Product Marketing
CUSTOMER SUCCESS TECHNOLOGY REIMAGINED
Download the definitive guide to buying a CSP
1. Map the customer’s journey with your product
2. Create a comprehensive health score
3. Build a customer success coach into your technology solution
4. Set up a customer nurturing program
5. Implement a feedback loop – measure your results!
Map the
customer’s journey
with your product
ONBOARDING
ONBOARDING
ONBOARDING EXAMPLES:
• Is the customer fully utilizing their
subscription?
• Administrator completed system setup
• New users have been added to the account
• 20% of license have been used
• Implementation not completed in set time
period
• No activity since purchase
ADOPTION
ADOPTION
ADOPTION EXAMPLES:
• Consistent and frequent user logins
• More users have been added to the account
• Administrators are viewing reports daily
• Use of advanced features has increased
• Decline of use by champion user
• Adoption of a new module
PRE-PURCHASE ONBOARDING ADOPTION
1. Define the customer lifecycle stages for your business
2. Identify milestones and events that require attention at each
stage
3. Download the “How to Map the Customer Journey”
whitepaper from Totango.com
KEY TAKEAWAYS
Create a
comprehensive
health score
PRODUCT ENGAGEMENT
Are users logging in and using the application in the way they
are supposed to? What is the intensity and duration of their
engagement? What does the usage or lack of usage indicate?
SERVICE UTILIZATION
Is the customer fully utilizing their subscription? How much of
the purchased capacity is actually being used?
CUSTOMER SATISFACTION
What is the feedback from customers and CSMs?
SUPPORT & OPERATIONS
What are the outstanding support, SLA and/or invoicing
issues?
1.
2.
3.
4.
5.
PRIMARY
INDICATORS:
BUSINESS OUTCOMES
Do the product’s end results meet the customer’s initial
purchase expectations?
SECONDARY
INDICATORS:
• Application based
• Leading
• Objective
• Full customer coverage
• CRM based
• Lagging
• Subjective
• Partial customer coverage
COMPREHENSIVE CUSTOMER HEALTH SCORES CONSIST OF:
Get granular and create health scores for every stage in the customer
journey
Get granular and create health scores for every stage in the customer
journey
1. Start with a foundation of primary or proactive indicators
2. Create health scores customized to each journey stage
3. Collect data and refine as you go along
4. Download the “How to Build an Early Warning System”
White Paper from Totango.com
KEY TAKEAWAYS
Build a
customer success coach
into your technology
solution
EVENT BASED
• Drop in health
• New product release
• Renewal date is
approaching
• New team members
PERIODIC
• Business review
• Monthly training session
JOURNEY BASED
• Onboarding
• Adoption
TYPES OF AUTOMATED COACHING/PLAYS
1. Identify the most important milestones in each stage of the
customer journey
2. Define key customer success plays for each stage
3. Set up automatic alerts and associated tasks for those
milestones
4. Report on outcomes
KEY TAKEAWAYS
Set up a customer
nurturing program
Associate clear goals with all automatic outreach
[Onboarding] Low Usage/Inactive shortly after Onboarding.
Goal: admin set up complete and # of users in app up by 50%
[Feature Introduction] Introduce “campaigns” to all paying accounts and users.
Goal: # of active “campaigns” is greater than 1
[Feature Training] Accounts that have not configured the new “campaigns”.
Goal: configured campaign = true
[Re-Engage] "We miss you" to all inactive users.
Goal: increase # of logins.
1. Segment your user base by journey stages
2. Create content to drive adoption based on clear goals
3. Trigger automatic emails based on actions
4. Track progress for each segment
KEY TAKEAWAYS
Implement a feedback
loop
-
Measure your results!
Start and end with your goals
Trials – decrease time to close by 15%
Poor health accounts – reduce churn rate by 10% by EOY.
Cross sell - see adoption of upper tier plan up by 25% by EOY
Renewals - 95% of annual accounts renew every month
1. Start with a set of measurable goals on your key initiatives
2. Map out all processes to meet those goals
3. Measure and refine!
4. Download the “Your 90-day plan as the new VP of
Customer Success” White Paper from Totango.com
KEY TAKEAWAYS
THANK YOU!

More Related Content

What's hot

The Missing Role from your Customer Success Org Chart: Customer Success Opera...
The Missing Role from your Customer Success Org Chart: Customer Success Opera...The Missing Role from your Customer Success Org Chart: Customer Success Opera...
The Missing Role from your Customer Success Org Chart: Customer Success Opera...
Gainsight
 
Developing The Ultimate Customer Success Strategy
Developing The Ultimate Customer Success Strategy Developing The Ultimate Customer Success Strategy
Developing The Ultimate Customer Success Strategy
Gainsight
 
How to Create a Customer Success Charter
How to Create a Customer Success CharterHow to Create a Customer Success Charter
How to Create a Customer Success Charter
ServiceSource
 
The Definitive Guide to Customer Success 2017
The Definitive Guide to Customer Success 2017The Definitive Guide to Customer Success 2017
The Definitive Guide to Customer Success 2017
Lincoln Murphy
 
How to Scale Your Customer Success Management Organization
How to Scale Your Customer Success Management OrganizationHow to Scale Your Customer Success Management Organization
How to Scale Your Customer Success Management Organization
Gainsight
 
How to measure your success as a Customer Success Manager
How to measure your success as a Customer Success ManagerHow to measure your success as a Customer Success Manager
How to measure your success as a Customer Success Manager
Amity
 
Customer Success 101
Customer Success 101   Customer Success 101
Customer Success 101
Raj
 
How a Gainsight CSM uses Success Plans
How a Gainsight CSM uses Success PlansHow a Gainsight CSM uses Success Plans
How a Gainsight CSM uses Success Plans
Gainsight
 
How to Build a Powerful Renewal Playbook
How to Build a Powerful Renewal PlaybookHow to Build a Powerful Renewal Playbook
How to Build a Powerful Renewal Playbook
Amity
 
How to Build the Ultimate Customer Success Board Presentation
How to Build the Ultimate Customer Success Board PresentationHow to Build the Ultimate Customer Success Board Presentation
How to Build the Ultimate Customer Success Board Presentation
Gainsight
 
Customer Success Operations Summit
Customer Success Operations SummitCustomer Success Operations Summit
Customer Success Operations Summit
Gainsight
 
SaaS.City 2017 Customer Success Bootcamp
SaaS.City 2017 Customer Success BootcampSaaS.City 2017 Customer Success Bootcamp
SaaS.City 2017 Customer Success Bootcamp
Gainsight
 
Developing a World Class Customer Success Organization
Developing a World Class Customer Success Organization Developing a World Class Customer Success Organization
Developing a World Class Customer Success Organization
Gainsight
 
SaaS Customer Success Framework: SignupLab's Growhow
SaaS Customer Success Framework: SignupLab's GrowhowSaaS Customer Success Framework: SignupLab's Growhow
SaaS Customer Success Framework: SignupLab's Growhow
Kristian Tanninen
 
Hiring: Structuring and Recruiting A Customer Success Team to Scale
Hiring: Structuring and Recruiting A Customer Success Team to ScaleHiring: Structuring and Recruiting A Customer Success Team to Scale
Hiring: Structuring and Recruiting A Customer Success Team to Scale
Gainsight
 
The First 90 days - A Customer Success Implementation Program
The First 90 days - A Customer Success Implementation ProgramThe First 90 days - A Customer Success Implementation Program
The First 90 days - A Customer Success Implementation Program
Totango
 
Customer Success Management
Customer Success ManagementCustomer Success Management
Customer Success Management
Hieroglifs International
 
Customer Success is Your Success: 5 Ways to Boost Retention
Customer Success is Your Success: 5 Ways to Boost RetentionCustomer Success is Your Success: 5 Ways to Boost Retention
Customer Success is Your Success: 5 Ways to Boost Retention
Totango
 
Customer Success - Why and How of Gainsight's 14 Elements
Customer Success - Why and How of Gainsight's 14 ElementsCustomer Success - Why and How of Gainsight's 14 Elements
Customer Success - Why and How of Gainsight's 14 Elements
Gainsight
 
QBR Playbooks That Drive Customer Accountability
QBR Playbooks That Drive Customer Accountability QBR Playbooks That Drive Customer Accountability
QBR Playbooks That Drive Customer Accountability
Amity
 

What's hot (20)

The Missing Role from your Customer Success Org Chart: Customer Success Opera...
The Missing Role from your Customer Success Org Chart: Customer Success Opera...The Missing Role from your Customer Success Org Chart: Customer Success Opera...
The Missing Role from your Customer Success Org Chart: Customer Success Opera...
 
Developing The Ultimate Customer Success Strategy
Developing The Ultimate Customer Success Strategy Developing The Ultimate Customer Success Strategy
Developing The Ultimate Customer Success Strategy
 
How to Create a Customer Success Charter
How to Create a Customer Success CharterHow to Create a Customer Success Charter
How to Create a Customer Success Charter
 
The Definitive Guide to Customer Success 2017
The Definitive Guide to Customer Success 2017The Definitive Guide to Customer Success 2017
The Definitive Guide to Customer Success 2017
 
How to Scale Your Customer Success Management Organization
How to Scale Your Customer Success Management OrganizationHow to Scale Your Customer Success Management Organization
How to Scale Your Customer Success Management Organization
 
How to measure your success as a Customer Success Manager
How to measure your success as a Customer Success ManagerHow to measure your success as a Customer Success Manager
How to measure your success as a Customer Success Manager
 
Customer Success 101
Customer Success 101   Customer Success 101
Customer Success 101
 
How a Gainsight CSM uses Success Plans
How a Gainsight CSM uses Success PlansHow a Gainsight CSM uses Success Plans
How a Gainsight CSM uses Success Plans
 
How to Build a Powerful Renewal Playbook
How to Build a Powerful Renewal PlaybookHow to Build a Powerful Renewal Playbook
How to Build a Powerful Renewal Playbook
 
How to Build the Ultimate Customer Success Board Presentation
How to Build the Ultimate Customer Success Board PresentationHow to Build the Ultimate Customer Success Board Presentation
How to Build the Ultimate Customer Success Board Presentation
 
Customer Success Operations Summit
Customer Success Operations SummitCustomer Success Operations Summit
Customer Success Operations Summit
 
SaaS.City 2017 Customer Success Bootcamp
SaaS.City 2017 Customer Success BootcampSaaS.City 2017 Customer Success Bootcamp
SaaS.City 2017 Customer Success Bootcamp
 
Developing a World Class Customer Success Organization
Developing a World Class Customer Success Organization Developing a World Class Customer Success Organization
Developing a World Class Customer Success Organization
 
SaaS Customer Success Framework: SignupLab's Growhow
SaaS Customer Success Framework: SignupLab's GrowhowSaaS Customer Success Framework: SignupLab's Growhow
SaaS Customer Success Framework: SignupLab's Growhow
 
Hiring: Structuring and Recruiting A Customer Success Team to Scale
Hiring: Structuring and Recruiting A Customer Success Team to ScaleHiring: Structuring and Recruiting A Customer Success Team to Scale
Hiring: Structuring and Recruiting A Customer Success Team to Scale
 
The First 90 days - A Customer Success Implementation Program
The First 90 days - A Customer Success Implementation ProgramThe First 90 days - A Customer Success Implementation Program
The First 90 days - A Customer Success Implementation Program
 
Customer Success Management
Customer Success ManagementCustomer Success Management
Customer Success Management
 
Customer Success is Your Success: 5 Ways to Boost Retention
Customer Success is Your Success: 5 Ways to Boost RetentionCustomer Success is Your Success: 5 Ways to Boost Retention
Customer Success is Your Success: 5 Ways to Boost Retention
 
Customer Success - Why and How of Gainsight's 14 Elements
Customer Success - Why and How of Gainsight's 14 ElementsCustomer Success - Why and How of Gainsight's 14 Elements
Customer Success - Why and How of Gainsight's 14 Elements
 
QBR Playbooks That Drive Customer Accountability
QBR Playbooks That Drive Customer Accountability QBR Playbooks That Drive Customer Accountability
QBR Playbooks That Drive Customer Accountability
 

Viewers also liked

Goal Examples for Customer Success
Goal Examples for Customer SuccessGoal Examples for Customer Success
Goal Examples for Customer Success
BetterWorks
 
Customer Journey Map Template
Customer Journey Map TemplateCustomer Journey Map Template
Customer Journey Map Template
OpsPanda
 
Windows azure jump start - ppt's - 2-6-2017
Windows azure   jump start - ppt's - 2-6-2017Windows azure   jump start - ppt's - 2-6-2017
Windows azure jump start - ppt's - 2-6-2017
Girish Kalamati
 
Measuring the Effectiveness of Customer Health Model
Measuring the Effectiveness of Customer Health ModelMeasuring the Effectiveness of Customer Health Model
Measuring the Effectiveness of Customer Health Model
Totango
 
CUSTOMER SUCCESS MANAGEMENT
CUSTOMER SUCCESS MANAGEMENTCUSTOMER SUCCESS MANAGEMENT
CUSTOMER SUCCESS MANAGEMENT
Santa Bensone
 
Bootstrapping a Customer Success Program
Bootstrapping a Customer Success ProgramBootstrapping a Customer Success Program
Bootstrapping a Customer Success Program
Totango
 
Building a High Performing Customer Success Team
Building a High Performing Customer Success TeamBuilding a High Performing Customer Success Team
Building a High Performing Customer Success Team
Totango
 
Goal Examples for Marketing
Goal Examples for MarketingGoal Examples for Marketing
Goal Examples for Marketing
BetterWorks
 
Goal Examples for Design
Goal Examples for DesignGoal Examples for Design
Goal Examples for Design
BetterWorks
 
Customer Success Management ( CSM ) Org Structures by Gainsight
Customer Success Management ( CSM ) Org Structures by GainsightCustomer Success Management ( CSM ) Org Structures by Gainsight
Customer Success Management ( CSM ) Org Structures by Gainsight
Gainsight
 
Customer Success Cubed - The Simplest Guide you will ever Find
Customer Success Cubed - The Simplest Guide you will ever FindCustomer Success Cubed - The Simplest Guide you will ever Find
Customer Success Cubed - The Simplest Guide you will ever Find
Totango
 
Goal Examples for Human Resources
Goal Examples for Human ResourcesGoal Examples for Human Resources
Goal Examples for Human Resources
BetterWorks
 
The Customer Success Metrics That Matter
The Customer Success Metrics That MatterThe Customer Success Metrics That Matter
The Customer Success Metrics That Matter
OpsPanda
 
A journey from a bad kpi to an excellent strategy
A journey from a bad kpi to an excellent strategyA journey from a bad kpi to an excellent strategy
A journey from a bad kpi to an excellent strategy
Aleksey Savkin
 
Guide to OKR (Objectives & Key Results)
Guide to OKR (Objectives & Key Results)Guide to OKR (Objectives & Key Results)
Guide to OKR (Objectives & Key Results)
Mustansir Husain
 
25 KPIs Every Manager Needs To Know
25 KPIs Every Manager Needs To Know25 KPIs Every Manager Needs To Know
25 KPIs Every Manager Needs To Know
Bernard Marr
 

Viewers also liked (16)

Goal Examples for Customer Success
Goal Examples for Customer SuccessGoal Examples for Customer Success
Goal Examples for Customer Success
 
Customer Journey Map Template
Customer Journey Map TemplateCustomer Journey Map Template
Customer Journey Map Template
 
Windows azure jump start - ppt's - 2-6-2017
Windows azure   jump start - ppt's - 2-6-2017Windows azure   jump start - ppt's - 2-6-2017
Windows azure jump start - ppt's - 2-6-2017
 
Measuring the Effectiveness of Customer Health Model
Measuring the Effectiveness of Customer Health ModelMeasuring the Effectiveness of Customer Health Model
Measuring the Effectiveness of Customer Health Model
 
CUSTOMER SUCCESS MANAGEMENT
CUSTOMER SUCCESS MANAGEMENTCUSTOMER SUCCESS MANAGEMENT
CUSTOMER SUCCESS MANAGEMENT
 
Bootstrapping a Customer Success Program
Bootstrapping a Customer Success ProgramBootstrapping a Customer Success Program
Bootstrapping a Customer Success Program
 
Building a High Performing Customer Success Team
Building a High Performing Customer Success TeamBuilding a High Performing Customer Success Team
Building a High Performing Customer Success Team
 
Goal Examples for Marketing
Goal Examples for MarketingGoal Examples for Marketing
Goal Examples for Marketing
 
Goal Examples for Design
Goal Examples for DesignGoal Examples for Design
Goal Examples for Design
 
Customer Success Management ( CSM ) Org Structures by Gainsight
Customer Success Management ( CSM ) Org Structures by GainsightCustomer Success Management ( CSM ) Org Structures by Gainsight
Customer Success Management ( CSM ) Org Structures by Gainsight
 
Customer Success Cubed - The Simplest Guide you will ever Find
Customer Success Cubed - The Simplest Guide you will ever FindCustomer Success Cubed - The Simplest Guide you will ever Find
Customer Success Cubed - The Simplest Guide you will ever Find
 
Goal Examples for Human Resources
Goal Examples for Human ResourcesGoal Examples for Human Resources
Goal Examples for Human Resources
 
The Customer Success Metrics That Matter
The Customer Success Metrics That MatterThe Customer Success Metrics That Matter
The Customer Success Metrics That Matter
 
A journey from a bad kpi to an excellent strategy
A journey from a bad kpi to an excellent strategyA journey from a bad kpi to an excellent strategy
A journey from a bad kpi to an excellent strategy
 
Guide to OKR (Objectives & Key Results)
Guide to OKR (Objectives & Key Results)Guide to OKR (Objectives & Key Results)
Guide to OKR (Objectives & Key Results)
 
25 KPIs Every Manager Needs To Know
25 KPIs Every Manager Needs To Know25 KPIs Every Manager Needs To Know
25 KPIs Every Manager Needs To Know
 

Similar to The 5 Must Have Customer Success Processes

CP15-Presentation-KHC Deloitte Trade Promotion_20151005
CP15-Presentation-KHC Deloitte Trade Promotion_20151005CP15-Presentation-KHC Deloitte Trade Promotion_20151005
CP15-Presentation-KHC Deloitte Trade Promotion_20151005
Jeff Wagner
 
THE 3 PILLARS FOR CUSTOMER SUCCESS: CULTURE, TECHNOLOGY AND HEALTH
THE 3 PILLARS FOR CUSTOMER SUCCESS: CULTURE, TECHNOLOGY AND HEALTHTHE 3 PILLARS FOR CUSTOMER SUCCESS: CULTURE, TECHNOLOGY AND HEALTH
THE 3 PILLARS FOR CUSTOMER SUCCESS: CULTURE, TECHNOLOGY AND HEALTH
Totango
 
Understanding Product-Led Marketing
Understanding Product-Led MarketingUnderstanding Product-Led Marketing
Understanding Product-Led Marketing
Vbout.com
 
10 Strategies for Growing Customer Revenue
10 Strategies for Growing Customer Revenue10 Strategies for Growing Customer Revenue
10 Strategies for Growing Customer Revenue
Gainsight
 
Actionable metrics in lean product development
Actionable metrics in lean product developmentActionable metrics in lean product development
Actionable metrics in lean product development
Huong Ngo
 
How to Build an End-to-End Process for Defining and Delivering on Outcomes
How to Build an End-to-End Process for Defining and Delivering on OutcomesHow to Build an End-to-End Process for Defining and Delivering on Outcomes
How to Build an End-to-End Process for Defining and Delivering on Outcomes
Gainsight
 
What is Customer Success?
What is Customer Success?What is Customer Success?
What is Customer Success?
Shreesha Ramdas
 
Lean Startup in eHealth
Lean Startup in eHealthLean Startup in eHealth
Lean Startup in eHealth
forumvirium
 
[COS] [OfficialCirclesContent] Circles of Success - Train End-Users for Faste...
[COS] [OfficialCirclesContent] Circles of Success - Train End-Users for Faste...[COS] [OfficialCirclesContent] Circles of Success - Train End-Users for Faste...
[COS] [OfficialCirclesContent] Circles of Success - Train End-Users for Faste...
PratikStha4
 
Measuring Customer Satisfaction (KL)
Measuring Customer Satisfaction (KL)Measuring Customer Satisfaction (KL)
Measuring Customer Satisfaction (KL)
moriano1000
 
Suffering from premachurn? How to fix onboarding, keep customers, and get mor...
Suffering from premachurn? How to fix onboarding, keep customers, and get mor...Suffering from premachurn? How to fix onboarding, keep customers, and get mor...
Suffering from premachurn? How to fix onboarding, keep customers, and get mor...
Ariad Communications
 
Continuous improvement for small businesses - software-as-a-service
Continuous improvement for small businesses  - software-as-a-serviceContinuous improvement for small businesses  - software-as-a-service
Continuous improvement for small businesses - software-as-a-service
TOPP Tactical Intelligence Ltd
 
240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling
moriano1000
 
Metrics and KPIs to measure user onboarding performance
Metrics and KPIs to measure user onboarding performanceMetrics and KPIs to measure user onboarding performance
Metrics and KPIs to measure user onboarding performance
Questlabs
 
Learning oxygen
Learning oxygenLearning oxygen
Learning oxygen
Gopal Swaminathan
 
Customer Experience Management for Startups
Customer Experience Management for StartupsCustomer Experience Management for Startups
Customer Experience Management for Startups
Vishal Kumar
 
Customer Experience Management for Startups
Customer Experience Management for StartupsCustomer Experience Management for Startups
Customer Experience Management for Startups
TCELab LLC
 
Accelerating Adoption with Effective End User training by Aditya Dhingra
Accelerating Adoption with Effective End User training by Aditya DhingraAccelerating Adoption with Effective End User training by Aditya Dhingra
Accelerating Adoption with Effective End User training by Aditya Dhingra
Jayesh Tejwani
 
EBR's: prepping, producing, and presenting
EBR's: prepping, producing, and presentingEBR's: prepping, producing, and presenting
EBR's: prepping, producing, and presenting
Gainsight
 
Customer Success Webinar Series: How Automation is revolutionizing Customer S...
Customer Success Webinar Series: How Automation is revolutionizing Customer S...Customer Success Webinar Series: How Automation is revolutionizing Customer S...
Customer Success Webinar Series: How Automation is revolutionizing Customer S...
Gainsight
 

Similar to The 5 Must Have Customer Success Processes (20)

CP15-Presentation-KHC Deloitte Trade Promotion_20151005
CP15-Presentation-KHC Deloitte Trade Promotion_20151005CP15-Presentation-KHC Deloitte Trade Promotion_20151005
CP15-Presentation-KHC Deloitte Trade Promotion_20151005
 
THE 3 PILLARS FOR CUSTOMER SUCCESS: CULTURE, TECHNOLOGY AND HEALTH
THE 3 PILLARS FOR CUSTOMER SUCCESS: CULTURE, TECHNOLOGY AND HEALTHTHE 3 PILLARS FOR CUSTOMER SUCCESS: CULTURE, TECHNOLOGY AND HEALTH
THE 3 PILLARS FOR CUSTOMER SUCCESS: CULTURE, TECHNOLOGY AND HEALTH
 
Understanding Product-Led Marketing
Understanding Product-Led MarketingUnderstanding Product-Led Marketing
Understanding Product-Led Marketing
 
10 Strategies for Growing Customer Revenue
10 Strategies for Growing Customer Revenue10 Strategies for Growing Customer Revenue
10 Strategies for Growing Customer Revenue
 
Actionable metrics in lean product development
Actionable metrics in lean product developmentActionable metrics in lean product development
Actionable metrics in lean product development
 
How to Build an End-to-End Process for Defining and Delivering on Outcomes
How to Build an End-to-End Process for Defining and Delivering on OutcomesHow to Build an End-to-End Process for Defining and Delivering on Outcomes
How to Build an End-to-End Process for Defining and Delivering on Outcomes
 
What is Customer Success?
What is Customer Success?What is Customer Success?
What is Customer Success?
 
Lean Startup in eHealth
Lean Startup in eHealthLean Startup in eHealth
Lean Startup in eHealth
 
[COS] [OfficialCirclesContent] Circles of Success - Train End-Users for Faste...
[COS] [OfficialCirclesContent] Circles of Success - Train End-Users for Faste...[COS] [OfficialCirclesContent] Circles of Success - Train End-Users for Faste...
[COS] [OfficialCirclesContent] Circles of Success - Train End-Users for Faste...
 
Measuring Customer Satisfaction (KL)
Measuring Customer Satisfaction (KL)Measuring Customer Satisfaction (KL)
Measuring Customer Satisfaction (KL)
 
Suffering from premachurn? How to fix onboarding, keep customers, and get mor...
Suffering from premachurn? How to fix onboarding, keep customers, and get mor...Suffering from premachurn? How to fix onboarding, keep customers, and get mor...
Suffering from premachurn? How to fix onboarding, keep customers, and get mor...
 
Continuous improvement for small businesses - software-as-a-service
Continuous improvement for small businesses  - software-as-a-serviceContinuous improvement for small businesses  - software-as-a-service
Continuous improvement for small businesses - software-as-a-service
 
240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling
 
Metrics and KPIs to measure user onboarding performance
Metrics and KPIs to measure user onboarding performanceMetrics and KPIs to measure user onboarding performance
Metrics and KPIs to measure user onboarding performance
 
Learning oxygen
Learning oxygenLearning oxygen
Learning oxygen
 
Customer Experience Management for Startups
Customer Experience Management for StartupsCustomer Experience Management for Startups
Customer Experience Management for Startups
 
Customer Experience Management for Startups
Customer Experience Management for StartupsCustomer Experience Management for Startups
Customer Experience Management for Startups
 
Accelerating Adoption with Effective End User training by Aditya Dhingra
Accelerating Adoption with Effective End User training by Aditya DhingraAccelerating Adoption with Effective End User training by Aditya Dhingra
Accelerating Adoption with Effective End User training by Aditya Dhingra
 
EBR's: prepping, producing, and presenting
EBR's: prepping, producing, and presentingEBR's: prepping, producing, and presenting
EBR's: prepping, producing, and presenting
 
Customer Success Webinar Series: How Automation is revolutionizing Customer S...
Customer Success Webinar Series: How Automation is revolutionizing Customer S...Customer Success Webinar Series: How Automation is revolutionizing Customer S...
Customer Success Webinar Series: How Automation is revolutionizing Customer S...
 

More from Totango

SuccessBLOCs Webinar Adoption
SuccessBLOCs Webinar Adoption SuccessBLOCs Webinar Adoption
SuccessBLOCs Webinar Adoption
Totango
 
Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...
Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...
Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...
Totango
 
Totango Spark: The Future of Customer Success has Arrived
Totango Spark: The Future of Customer Success has ArrivedTotango Spark: The Future of Customer Success has Arrived
Totango Spark: The Future of Customer Success has Arrived
Totango
 
Onboarding: Optimize the New Customer Journey for Seamless Product Adoption
Onboarding: Optimize the New Customer Journey for Seamless Product Adoption Onboarding: Optimize the New Customer Journey for Seamless Product Adoption
Onboarding: Optimize the New Customer Journey for Seamless Product Adoption
Totango
 
Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer...
Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer...Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer...
Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer...
Totango
 
The State of the Customer Success Profession 2018 - Survey Results First Look
The State of the Customer Success Profession 2018 - Survey Results First LookThe State of the Customer Success Profession 2018 - Survey Results First Look
The State of the Customer Success Profession 2018 - Survey Results First Look
Totango
 
Webinar - Accelerating the Impact of Customer Success in the Enterprise
Webinar - Accelerating the Impact of Customer Success in the EnterpriseWebinar - Accelerating the Impact of Customer Success in the Enterprise
Webinar - Accelerating the Impact of Customer Success in the Enterprise
Totango
 
Three Companies That Elevated Their VoC and Survey Programs - CSSummit18
Three Companies That Elevated Their VoC and Survey Programs - CSSummit18Three Companies That Elevated Their VoC and Survey Programs - CSSummit18
Three Companies That Elevated Their VoC and Survey Programs - CSSummit18
Totango
 
Goal-Oriented Technology
Goal-Oriented TechnologyGoal-Oriented Technology
Goal-Oriented Technology
Totango
 
Building Your Champion Network
Building Your Champion NetworkBuilding Your Champion Network
Building Your Champion Network
Totango
 
The Value of Customer Data
The Value of Customer DataThe Value of Customer Data
The Value of Customer Data
Totango
 
Creating a CX-Focused Company
Creating a CX-Focused CompanyCreating a CX-Focused Company
Creating a CX-Focused Company
Totango
 
Making an Impact on the Organization Through Thoughtful Goal Setting
Making an Impact on the Organization Through Thoughtful Goal SettingMaking an Impact on the Organization Through Thoughtful Goal Setting
Making an Impact on the Organization Through Thoughtful Goal Setting
Totango
 
Million Dollar Bet - We're All-in In Customer Success
Million Dollar Bet - We're All-in In Customer SuccessMillion Dollar Bet - We're All-in In Customer Success
Million Dollar Bet - We're All-in In Customer Success
Totango
 
How to Become a CCO - Talk the Talk
How to Become a CCO - Talk the TalkHow to Become a CCO - Talk the Talk
How to Become a CCO - Talk the Talk
Totango
 
Building the Customer Centricty Engine in IoT and XaaS
Building the Customer Centricty Engine in IoT and XaaSBuilding the Customer Centricty Engine in IoT and XaaS
Building the Customer Centricty Engine in IoT and XaaS
Totango
 
The Fusion of CX and CS
The Fusion of CX and CSThe Fusion of CX and CS
The Fusion of CX and CS
Totango
 
Architecting Effortless Customer Experiences
Architecting Effortless Customer ExperiencesArchitecting Effortless Customer Experiences
Architecting Effortless Customer Experiences
Totango
 
Leveraging Machine Learning to Delight Customers
Leveraging Machine Learning to Delight CustomersLeveraging Machine Learning to Delight Customers
Leveraging Machine Learning to Delight Customers
Totango
 
Accelerating The Customer Success Impact
Accelerating The Customer Success ImpactAccelerating The Customer Success Impact
Accelerating The Customer Success Impact
Totango
 

More from Totango (20)

SuccessBLOCs Webinar Adoption
SuccessBLOCs Webinar Adoption SuccessBLOCs Webinar Adoption
SuccessBLOCs Webinar Adoption
 
Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...
Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...
Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...
 
Totango Spark: The Future of Customer Success has Arrived
Totango Spark: The Future of Customer Success has ArrivedTotango Spark: The Future of Customer Success has Arrived
Totango Spark: The Future of Customer Success has Arrived
 
Onboarding: Optimize the New Customer Journey for Seamless Product Adoption
Onboarding: Optimize the New Customer Journey for Seamless Product Adoption Onboarding: Optimize the New Customer Journey for Seamless Product Adoption
Onboarding: Optimize the New Customer Journey for Seamless Product Adoption
 
Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer...
Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer...Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer...
Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer...
 
The State of the Customer Success Profession 2018 - Survey Results First Look
The State of the Customer Success Profession 2018 - Survey Results First LookThe State of the Customer Success Profession 2018 - Survey Results First Look
The State of the Customer Success Profession 2018 - Survey Results First Look
 
Webinar - Accelerating the Impact of Customer Success in the Enterprise
Webinar - Accelerating the Impact of Customer Success in the EnterpriseWebinar - Accelerating the Impact of Customer Success in the Enterprise
Webinar - Accelerating the Impact of Customer Success in the Enterprise
 
Three Companies That Elevated Their VoC and Survey Programs - CSSummit18
Three Companies That Elevated Their VoC and Survey Programs - CSSummit18Three Companies That Elevated Their VoC and Survey Programs - CSSummit18
Three Companies That Elevated Their VoC and Survey Programs - CSSummit18
 
Goal-Oriented Technology
Goal-Oriented TechnologyGoal-Oriented Technology
Goal-Oriented Technology
 
Building Your Champion Network
Building Your Champion NetworkBuilding Your Champion Network
Building Your Champion Network
 
The Value of Customer Data
The Value of Customer DataThe Value of Customer Data
The Value of Customer Data
 
Creating a CX-Focused Company
Creating a CX-Focused CompanyCreating a CX-Focused Company
Creating a CX-Focused Company
 
Making an Impact on the Organization Through Thoughtful Goal Setting
Making an Impact on the Organization Through Thoughtful Goal SettingMaking an Impact on the Organization Through Thoughtful Goal Setting
Making an Impact on the Organization Through Thoughtful Goal Setting
 
Million Dollar Bet - We're All-in In Customer Success
Million Dollar Bet - We're All-in In Customer SuccessMillion Dollar Bet - We're All-in In Customer Success
Million Dollar Bet - We're All-in In Customer Success
 
How to Become a CCO - Talk the Talk
How to Become a CCO - Talk the TalkHow to Become a CCO - Talk the Talk
How to Become a CCO - Talk the Talk
 
Building the Customer Centricty Engine in IoT and XaaS
Building the Customer Centricty Engine in IoT and XaaSBuilding the Customer Centricty Engine in IoT and XaaS
Building the Customer Centricty Engine in IoT and XaaS
 
The Fusion of CX and CS
The Fusion of CX and CSThe Fusion of CX and CS
The Fusion of CX and CS
 
Architecting Effortless Customer Experiences
Architecting Effortless Customer ExperiencesArchitecting Effortless Customer Experiences
Architecting Effortless Customer Experiences
 
Leveraging Machine Learning to Delight Customers
Leveraging Machine Learning to Delight CustomersLeveraging Machine Learning to Delight Customers
Leveraging Machine Learning to Delight Customers
 
Accelerating The Customer Success Impact
Accelerating The Customer Success ImpactAccelerating The Customer Success Impact
Accelerating The Customer Success Impact
 

Recently uploaded

From Natural Language to Structured Solr Queries using LLMs
From Natural Language to Structured Solr Queries using LLMsFrom Natural Language to Structured Solr Queries using LLMs
From Natural Language to Structured Solr Queries using LLMs
Sease
 
Northern Engraving | Nameplate Manufacturing Process - 2024
Northern Engraving | Nameplate Manufacturing Process - 2024Northern Engraving | Nameplate Manufacturing Process - 2024
Northern Engraving | Nameplate Manufacturing Process - 2024
Northern Engraving
 
Astute Business Solutions | Oracle Cloud Partner |
Astute Business Solutions | Oracle Cloud Partner |Astute Business Solutions | Oracle Cloud Partner |
Astute Business Solutions | Oracle Cloud Partner |
AstuteBusiness
 
QA or the Highway - Component Testing: Bridging the gap between frontend appl...
QA or the Highway - Component Testing: Bridging the gap between frontend appl...QA or the Highway - Component Testing: Bridging the gap between frontend appl...
QA or the Highway - Component Testing: Bridging the gap between frontend appl...
zjhamm304
 
AI in the Workplace Reskilling, Upskilling, and Future Work.pptx
AI in the Workplace Reskilling, Upskilling, and Future Work.pptxAI in the Workplace Reskilling, Upskilling, and Future Work.pptx
AI in the Workplace Reskilling, Upskilling, and Future Work.pptx
Sunil Jagani
 
[OReilly Superstream] Occupy the Space: A grassroots guide to engineering (an...
[OReilly Superstream] Occupy the Space: A grassroots guide to engineering (an...[OReilly Superstream] Occupy the Space: A grassroots guide to engineering (an...
[OReilly Superstream] Occupy the Space: A grassroots guide to engineering (an...
Jason Yip
 
QR Secure: A Hybrid Approach Using Machine Learning and Security Validation F...
QR Secure: A Hybrid Approach Using Machine Learning and Security Validation F...QR Secure: A Hybrid Approach Using Machine Learning and Security Validation F...
QR Secure: A Hybrid Approach Using Machine Learning and Security Validation F...
AlexanderRichford
 
Northern Engraving | Modern Metal Trim, Nameplates and Appliance Panels
Northern Engraving | Modern Metal Trim, Nameplates and Appliance PanelsNorthern Engraving | Modern Metal Trim, Nameplates and Appliance Panels
Northern Engraving | Modern Metal Trim, Nameplates and Appliance Panels
Northern Engraving
 
Dandelion Hashtable: beyond billion requests per second on a commodity server
Dandelion Hashtable: beyond billion requests per second on a commodity serverDandelion Hashtable: beyond billion requests per second on a commodity server
Dandelion Hashtable: beyond billion requests per second on a commodity server
Antonios Katsarakis
 
"Choosing proper type of scaling", Olena Syrota
"Choosing proper type of scaling", Olena Syrota"Choosing proper type of scaling", Olena Syrota
"Choosing proper type of scaling", Olena Syrota
Fwdays
 
JavaLand 2024: Application Development Green Masterplan
JavaLand 2024: Application Development Green MasterplanJavaLand 2024: Application Development Green Masterplan
JavaLand 2024: Application Development Green Masterplan
Miro Wengner
 
"Scaling RAG Applications to serve millions of users", Kevin Goedecke
"Scaling RAG Applications to serve millions of users",  Kevin Goedecke"Scaling RAG Applications to serve millions of users",  Kevin Goedecke
"Scaling RAG Applications to serve millions of users", Kevin Goedecke
Fwdays
 
GNSS spoofing via SDR (Criptored Talks 2024)
GNSS spoofing via SDR (Criptored Talks 2024)GNSS spoofing via SDR (Criptored Talks 2024)
GNSS spoofing via SDR (Criptored Talks 2024)
Javier Junquera
 
Leveraging the Graph for Clinical Trials and Standards
Leveraging the Graph for Clinical Trials and StandardsLeveraging the Graph for Clinical Trials and Standards
Leveraging the Graph for Clinical Trials and Standards
Neo4j
 
Day 2 - Intro to UiPath Studio Fundamentals
Day 2 - Intro to UiPath Studio FundamentalsDay 2 - Intro to UiPath Studio Fundamentals
Day 2 - Intro to UiPath Studio Fundamentals
UiPathCommunity
 
Session 1 - Intro to Robotic Process Automation.pdf
Session 1 - Intro to Robotic Process Automation.pdfSession 1 - Intro to Robotic Process Automation.pdf
Session 1 - Intro to Robotic Process Automation.pdf
UiPathCommunity
 
Must Know Postgres Extension for DBA and Developer during Migration
Must Know Postgres Extension for DBA and Developer during MigrationMust Know Postgres Extension for DBA and Developer during Migration
Must Know Postgres Extension for DBA and Developer during Migration
Mydbops
 
AWS Certified Solutions Architect Associate (SAA-C03)
AWS Certified Solutions Architect Associate (SAA-C03)AWS Certified Solutions Architect Associate (SAA-C03)
AWS Certified Solutions Architect Associate (SAA-C03)
HarpalGohil4
 
What is an RPA CoE? Session 1 – CoE Vision
What is an RPA CoE?  Session 1 – CoE VisionWhat is an RPA CoE?  Session 1 – CoE Vision
What is an RPA CoE? Session 1 – CoE Vision
DianaGray10
 
Apps Break Data
Apps Break DataApps Break Data
Apps Break Data
Ivo Velitchkov
 

Recently uploaded (20)

From Natural Language to Structured Solr Queries using LLMs
From Natural Language to Structured Solr Queries using LLMsFrom Natural Language to Structured Solr Queries using LLMs
From Natural Language to Structured Solr Queries using LLMs
 
Northern Engraving | Nameplate Manufacturing Process - 2024
Northern Engraving | Nameplate Manufacturing Process - 2024Northern Engraving | Nameplate Manufacturing Process - 2024
Northern Engraving | Nameplate Manufacturing Process - 2024
 
Astute Business Solutions | Oracle Cloud Partner |
Astute Business Solutions | Oracle Cloud Partner |Astute Business Solutions | Oracle Cloud Partner |
Astute Business Solutions | Oracle Cloud Partner |
 
QA or the Highway - Component Testing: Bridging the gap between frontend appl...
QA or the Highway - Component Testing: Bridging the gap between frontend appl...QA or the Highway - Component Testing: Bridging the gap between frontend appl...
QA or the Highway - Component Testing: Bridging the gap between frontend appl...
 
AI in the Workplace Reskilling, Upskilling, and Future Work.pptx
AI in the Workplace Reskilling, Upskilling, and Future Work.pptxAI in the Workplace Reskilling, Upskilling, and Future Work.pptx
AI in the Workplace Reskilling, Upskilling, and Future Work.pptx
 
[OReilly Superstream] Occupy the Space: A grassroots guide to engineering (an...
[OReilly Superstream] Occupy the Space: A grassroots guide to engineering (an...[OReilly Superstream] Occupy the Space: A grassroots guide to engineering (an...
[OReilly Superstream] Occupy the Space: A grassroots guide to engineering (an...
 
QR Secure: A Hybrid Approach Using Machine Learning and Security Validation F...
QR Secure: A Hybrid Approach Using Machine Learning and Security Validation F...QR Secure: A Hybrid Approach Using Machine Learning and Security Validation F...
QR Secure: A Hybrid Approach Using Machine Learning and Security Validation F...
 
Northern Engraving | Modern Metal Trim, Nameplates and Appliance Panels
Northern Engraving | Modern Metal Trim, Nameplates and Appliance PanelsNorthern Engraving | Modern Metal Trim, Nameplates and Appliance Panels
Northern Engraving | Modern Metal Trim, Nameplates and Appliance Panels
 
Dandelion Hashtable: beyond billion requests per second on a commodity server
Dandelion Hashtable: beyond billion requests per second on a commodity serverDandelion Hashtable: beyond billion requests per second on a commodity server
Dandelion Hashtable: beyond billion requests per second on a commodity server
 
"Choosing proper type of scaling", Olena Syrota
"Choosing proper type of scaling", Olena Syrota"Choosing proper type of scaling", Olena Syrota
"Choosing proper type of scaling", Olena Syrota
 
JavaLand 2024: Application Development Green Masterplan
JavaLand 2024: Application Development Green MasterplanJavaLand 2024: Application Development Green Masterplan
JavaLand 2024: Application Development Green Masterplan
 
"Scaling RAG Applications to serve millions of users", Kevin Goedecke
"Scaling RAG Applications to serve millions of users",  Kevin Goedecke"Scaling RAG Applications to serve millions of users",  Kevin Goedecke
"Scaling RAG Applications to serve millions of users", Kevin Goedecke
 
GNSS spoofing via SDR (Criptored Talks 2024)
GNSS spoofing via SDR (Criptored Talks 2024)GNSS spoofing via SDR (Criptored Talks 2024)
GNSS spoofing via SDR (Criptored Talks 2024)
 
Leveraging the Graph for Clinical Trials and Standards
Leveraging the Graph for Clinical Trials and StandardsLeveraging the Graph for Clinical Trials and Standards
Leveraging the Graph for Clinical Trials and Standards
 
Day 2 - Intro to UiPath Studio Fundamentals
Day 2 - Intro to UiPath Studio FundamentalsDay 2 - Intro to UiPath Studio Fundamentals
Day 2 - Intro to UiPath Studio Fundamentals
 
Session 1 - Intro to Robotic Process Automation.pdf
Session 1 - Intro to Robotic Process Automation.pdfSession 1 - Intro to Robotic Process Automation.pdf
Session 1 - Intro to Robotic Process Automation.pdf
 
Must Know Postgres Extension for DBA and Developer during Migration
Must Know Postgres Extension for DBA and Developer during MigrationMust Know Postgres Extension for DBA and Developer during Migration
Must Know Postgres Extension for DBA and Developer during Migration
 
AWS Certified Solutions Architect Associate (SAA-C03)
AWS Certified Solutions Architect Associate (SAA-C03)AWS Certified Solutions Architect Associate (SAA-C03)
AWS Certified Solutions Architect Associate (SAA-C03)
 
What is an RPA CoE? Session 1 – CoE Vision
What is an RPA CoE?  Session 1 – CoE VisionWhat is an RPA CoE?  Session 1 – CoE Vision
What is an RPA CoE? Session 1 – CoE Vision
 
Apps Break Data
Apps Break DataApps Break Data
Apps Break Data
 

The 5 Must Have Customer Success Processes

  • 1. THE 5 MUST HAVE CUSTOMER SUCCESS PROCESSES Anaal Patel Director, Product Marketing
  • 3.
  • 4. Download the definitive guide to buying a CSP
  • 5. 1. Map the customer’s journey with your product 2. Create a comprehensive health score 3. Build a customer success coach into your technology solution 4. Set up a customer nurturing program 5. Implement a feedback loop – measure your results!
  • 8. ONBOARDING ONBOARDING EXAMPLES: • Is the customer fully utilizing their subscription? • Administrator completed system setup • New users have been added to the account • 20% of license have been used • Implementation not completed in set time period • No activity since purchase
  • 10. ADOPTION ADOPTION EXAMPLES: • Consistent and frequent user logins • More users have been added to the account • Administrators are viewing reports daily • Use of advanced features has increased • Decline of use by champion user • Adoption of a new module
  • 11.
  • 13. 1. Define the customer lifecycle stages for your business 2. Identify milestones and events that require attention at each stage 3. Download the “How to Map the Customer Journey” whitepaper from Totango.com KEY TAKEAWAYS
  • 15. PRODUCT ENGAGEMENT Are users logging in and using the application in the way they are supposed to? What is the intensity and duration of their engagement? What does the usage or lack of usage indicate? SERVICE UTILIZATION Is the customer fully utilizing their subscription? How much of the purchased capacity is actually being used? CUSTOMER SATISFACTION What is the feedback from customers and CSMs? SUPPORT & OPERATIONS What are the outstanding support, SLA and/or invoicing issues? 1. 2. 3. 4. 5. PRIMARY INDICATORS: BUSINESS OUTCOMES Do the product’s end results meet the customer’s initial purchase expectations? SECONDARY INDICATORS: • Application based • Leading • Objective • Full customer coverage • CRM based • Lagging • Subjective • Partial customer coverage COMPREHENSIVE CUSTOMER HEALTH SCORES CONSIST OF:
  • 16. Get granular and create health scores for every stage in the customer journey
  • 17. Get granular and create health scores for every stage in the customer journey
  • 18. 1. Start with a foundation of primary or proactive indicators 2. Create health scores customized to each journey stage 3. Collect data and refine as you go along 4. Download the “How to Build an Early Warning System” White Paper from Totango.com KEY TAKEAWAYS
  • 19. Build a customer success coach into your technology solution
  • 20. EVENT BASED • Drop in health • New product release • Renewal date is approaching • New team members PERIODIC • Business review • Monthly training session JOURNEY BASED • Onboarding • Adoption TYPES OF AUTOMATED COACHING/PLAYS
  • 21.
  • 22.
  • 23. 1. Identify the most important milestones in each stage of the customer journey 2. Define key customer success plays for each stage 3. Set up automatic alerts and associated tasks for those milestones 4. Report on outcomes KEY TAKEAWAYS
  • 24. Set up a customer nurturing program
  • 25.
  • 26.
  • 27. Associate clear goals with all automatic outreach [Onboarding] Low Usage/Inactive shortly after Onboarding. Goal: admin set up complete and # of users in app up by 50% [Feature Introduction] Introduce “campaigns” to all paying accounts and users. Goal: # of active “campaigns” is greater than 1 [Feature Training] Accounts that have not configured the new “campaigns”. Goal: configured campaign = true [Re-Engage] "We miss you" to all inactive users. Goal: increase # of logins.
  • 28. 1. Segment your user base by journey stages 2. Create content to drive adoption based on clear goals 3. Trigger automatic emails based on actions 4. Track progress for each segment KEY TAKEAWAYS
  • 30. Start and end with your goals Trials – decrease time to close by 15% Poor health accounts – reduce churn rate by 10% by EOY. Cross sell - see adoption of upper tier plan up by 25% by EOY Renewals - 95% of annual accounts renew every month
  • 31.
  • 32. 1. Start with a set of measurable goals on your key initiatives 2. Map out all processes to meet those goals 3. Measure and refine! 4. Download the “Your 90-day plan as the new VP of Customer Success” White Paper from Totango.com KEY TAKEAWAYS

Editor's Notes

  1. Hi Everyone. Very happy to be hear today. My name is Anaal Patel and I’m the director of product marketing at Totango. I’m going to speak about the 5 customer success processes that every company must have.
  2. Let me start by introducing you to Totango. Totango is the leader in customer success management for online subscription services. We help companies like yours take a data-driven approach to reducing churn and driving customer acquisition, onboarding, renewals and upsells.   How do we do this? By monitoring customer behavior and usage in applications -- along with other critical relationship data -- to generate insights on customer health and engagement In a nutshell, we tell you which customers needs your attention and why and then give you a way to do something about it. Come talk to either Bill, Dustin or myself if you want to learn more. If you are a Totango customer, please come by after to say hello as well – always love talking with customers!
  3. Here’s a small list of our awesome customers including swipely and insightsquared.
  4. How many of you here today are in the process of buying a customer success technology platform? Well, if you are, you have to download this guide
  5. The 5 processes I’ll cover today include the following. I’ll be asking questions of the audience during my presentation, so please be sure to participate!
  6. How many of you know what that means? How many of you have already done that in your teams? To level set everyone - This is a framework that maps the stages of your customer’s lifecycle with your product Because knowing your customer’s journey will enable you to pinpoint which stages to nurture, help move customer’s forward, and improve your customer’s success with your product.
  7. Totango’s customer journey map. It is important to understand which stage your customers are at in the customer journey. For instance, someone who has just started using your product will likely act entirely differently than an expert user who has had the product for months. The stages you define are totally unique to each individual company, but generally companies have at least the following three stages: onboarding, adoption, pre-renewals STAGE #1: ONBOARDING It is often said, that the first 90 days decide the fate of most implementations. Depending on the complexity of your product, this timeframe may be shorter or longer. If the customer feels let down during onboarding, then the journey ahead could be precarious. EXAMPLES: Is the customer fully utilizing their subscription? Administrator completed system setup New users have been added to the account 20% of license have been used First “wow” moment with product Implementation not completed in set time period No activity since purchase
  8. When determining how successful your customers are, it’s important to understand which stage they are at in the customer journey. For instance, someone who has just started using your product will likely act entirely differently than an expert user who has had the product for months. The stages you define are totally unique to each individual company, but generally companies have at least the following three stages: STAGE #1: ONBOARDING It is often said, that the first 90 days decide the fate of most implementations. Depending on the complexity of your product, this timeframe may be shorter or longer. If the customer feels let down during onboarding, then the journey ahead could be precarious. EXAMPLES: Is the customer fully utilizing their subscription? Administrator completed system setup New users have been added to the account 20% of license have been used First “wow” moment with product Implementation not completed in set time period No activity since purchase
  9. STAGE #2: ADOPTION Once a customer has begun to see value from your product on a regular basis they become an established user. Ongoing milestones should be based on establishing goals around product usage and adoption, increased user engagement, user growth, and advocacy. EXAMPLES: Consistent and frequent user logins More users have been added to the account Administrators are viewing reports daily Use of advanced features has increased Decline of use by champion user Adoption of a new module
  10. STAGE #2: ADOPTION Once a customer has begun to see value from your product on a regular basis they become an established user. Ideally, at this stage your product and the value it delivers would be integral to the customer’s success, but it still requires monitoring by your success team to make sure the customer stays on track. Ongoing milestones should be based on establishing goals around product usage and adoption, increased user engagement, user growth, and advocacy. EXAMPLES: Consistent and frequent user logins More users have been added to the account Administrators are viewing reports daily Use of advanced features has increased Decline of use by champion user Adoption of a new module
  11. Every stage has different requirements/expectations from customers. For example, when onboarding, customers expect more hand holding or a strong process to help them get up and running. Meanwhile, those who are established may wish to be left alone and get updates on new releases, etc. Additionally, customers in that segment are probably the best to approach for case studies, references, beta testing, etc. How do you do it? Start with understanding the key milestones that customers need to reach in order to stay on track for success. What are the major drop off points? Where do they stay?
  12. How many of you are familiar with the term health score? How many of you already use them in your organizations? How have you defined them? An account health score should provide you with an overview of how your customers are doing with your product - are they in good, average, or poor health - and to warn you when a customer is at risk. Good customer success teams use objective, data-driven leading indicators and alerts that help them identify: - Which customers are in trouble so they can proactively reach out and intervene for the better. - Which segments of customers are doing well so the team can identify good upsell candidates.
  13. Key components of health: An accurate health score should be built on the foundation of primary indicators which consist of application-based metrics such as product engagement, utilization, and ROI metrics that cover your entire customer base. Secondary indicators such as support and survey information should be layered on if/where available.
  14. Every stage has different requirements/expectations from customers. For example, when onboarding, customers expect more hand holding or a strong process to help them get up and running. Meanwhile, those who are established may wish to be left alone and get updates on new releases, etc. Additionally, customers in that segment are probably the best to approach for case studies, references, beta testing, etc. How do you do it? Start with understanding the key milestones that customers need to reach in order to stay on track for success. What are the major drop off points? Where do they stay?
  15. How many of you have some sort of automated guidance for your teams in place? How do you onboard new team members? Particularly if you’re all spread across different cities or countries? As team leads, how do you make sure that everyone follows the best practices or recommended actions that you have in place? A key part of scaling your team and your processes is to think about building a coach into your solution. That is, putting automated guidance or plays into practice.
  16. STAGE #1: ONBOARDING Account is in good health: This is great! Let the customer continue along their journey. Onboarding has not started yet: Reach out to stakeholder to make sure they get started. Schedule a progress review to follow up in a week. 10 new users joined the account: Schedule training session for new users. STAGE #2: ESTABLISHED Started using new feature: Send best practices and power tips documentation. Schedule an adoption review in 30 days. Low engagement with reporting functionality: Invite executive sponsor to a complimentary review session. Account is in poor health: Escalate this account. Schedule a meeting with key stakeholders to understand what the issue is. STAGE #3: PRE-RENEWAL Open support tickets: Escalate tickets within support to make sure they are resolved quickly. Reach out to key stakeholder and notify about progress. Account is in average health: Set up business review with key stakeholder and establish plan to ensure renewal. 20% decline in active users: Add this account to watch list to keep an eye out for further decline. Escalate internally to create win-back plan. Invite all users to training webinar.
  17. Does this look familiar? How many of you are using spreadsheets, google docs, etc to try and create consistency in process? Customer Success Engagement Plans are customized, defined programs that help your team target the right set of users and move them on to the next stage in their journey. These plans can be as simple as a phone call or more complex including automated email campaigns and in-person training. Many leaders rely on spreadsheets and one-on-one meetings with their Customer Success Managers to go over what has been done with customers. This method works fine as you’re getting up and running, but it can quickly get out of control if you’re scaling Customer Success from 10 to 100 customers, or from 10 to 10,000 customers.
  18. As with all other parts of the journey these key plays must be tailored to your customer journey but below are some examples of customer success plays that you can implement STAGE #1: ONBOARDING Account is in good health: This is great! Let the customer continue along their journey. Onboarding has not started yet: Reach out to stakeholder to make sure they get started. Schedule a progress review to follow up in a week. 10 new users joined the account: Schedule training session for new users. STAGE #2: ESTABLISHED Started using new feature: Send best practices and power tips documentation. Schedule an adoption review in 30 days. Low engagement with reporting functionality: Invite executive sponsor to a complimentary review session. Account is in poor health: Escalate this account. Schedule a meeting with key stakeholders to understand what the issue is. STAGE #3: PRE-RENEWAL Open support tickets: Escalate tickets within support to make sure they are resolved quickly. Reach out to key stakeholder and notify about progress. Account is in average health: Set up business review with key stakeholder and establish plan to ensure renewal. 20% decline in active users: Add this account to watch list to keep an eye out for further decline. Escalate internally to create win-back plan. Invite all users to training webinar.
  19. Every stage has different requirements/expectations from customers. For example, when onboarding, customers expect more hand holding or a strong process to help them get up and running. Meanwhile, those who are established may wish to be left alone and get updates on new releases, etc. Additionally, customers in that segment are probably the best to approach for case studies, references, beta testing, etc. How do you do it? Start with understanding the key milestones that customers need to reach in order to stay on track for success. What are the major drop off points? Where do they stay?
  20. How many of you currently have a customer nurturing marketing program in place? How have you set it up? Are you able to track whether it is helping to drive your goals? Customer marketing or campaigns are essential in helping your team drive product adoption at scale. Think about it help your team drive adoption and advocacy using automated marketing. Rather than rely on a separate marketing platform—which only gives limited insight into what customers are actually doing with the application—a smart CSP will include customer nurturing tools. Automated marketing features, such as email campaigns and in-app messaging, are an effective channel to improve adoption, add value, and drive success over time at scale.
  21. Examples of campaigns: Automatically send “welcome and get started” emails to any new user of the application and follow up within a week if the user hasn’t engaged a specific feature Run a drip campaign to get new accounts to set up/configure their application interface within 30-days Run a campaign targeted to power users to give them extra tips and tricks Send automatic “check in” emails to individual users on behalf of CSMs if usage drops by 50% over two weeks
  22. Every stage has different requirements/expectations from customers. For example, when onboarding, customers expect more hand holding or a strong process to help them get up and running. Meanwhile, those who are established may wish to be left alone and get updates on new releases, etc. Additionally, customers in that segment are probably the best to approach for case studies, references, beta testing, etc. How do you do it? Start with understanding the key milestones that customers need to reach in order to stay on track for success. What are the major drop off points? Where do they stay?
  23. Who has something like this in place? Do you all have measurable goals in place around specific activities?
  24. Every stage has different requirements/expectations from customers. For example, when onboarding, customers expect more hand holding or a strong process to help them get up and running. Meanwhile, those who are established may wish to be left alone and get updates on new releases, etc. Additionally, customers in that segment are probably the best to approach for case studies, references, beta testing, etc. How do you do it? Start with understanding the key milestones that customers need to reach in order to stay on track for success. What are the major drop off points? Where do they stay?