The document discusses the evolution of customer success programs at Apigee from a reactive, human-focused model to a proactive, automated model using a customer success tool called Totango. It describes challenges with the earlier model including lack of scalability and high customer churn. The new model aims to distribute customer success functions across both Apigee employees and automated systems. Key aspects of the new model include initial use cases to demonstrate value, expanding program capabilities over time, and a long term vision of all employees utilizing the Totango tool.

1. The CS (R)evolution:
Democratizing Customer
Success

2. About Me
The adventure….

3. The World is changing…..
….and
customers,
partners
and
employees
have
new
demands.
Are
you
ready?
People
expect
a
broad
range
of
the
businesses
and
other
organizations
to
provide
key
products
and
services
via
apps
within
the
next
two
years,
according
to
the
Apigee
Institute
survey….
• 94%
from
their
bank.
• 92%
from
department
stores
• 91%
from
restaurants
• 90%
from
grocery
stores.
• 86%
from
educational
institutions
• 83%
from
stockbrokers
• 75%
from
their
doctors
• 72%
from
local
government
• 72%
from
hardware
stores
• 62%
from
lawyers
• 57%
from
mechanics
• 49%
from
their
church

4. 4
Our Customers
AT&T

5. Customer Journey
Prepare
Launch
Operate
Grow
-­‐ Incredible
Apigee
-­‐
Experience
-­‐ Launch
FAST
-­‐ Launch
HAPPY
-­‐ No
Surprises
-­‐ Best
Training
-­‐ Start
Quickly
-­‐ Seamless
Ops
Integration
-­‐ Incredible
Support
Experience
-­‐ Great
Product
Experience
-­‐ Continuous
Education
-­‐ Connected
Experience
Product
Purchase

6. Challenges
• “Apigee is different” mentality – what works for other companies doesn’t
make it right for us
• No one person ownsa customer
• Highly technical product
• 2 releases/month
• 3 Most important words: Automate, Automate, Automate
• Communication & knowledge sharing within Apigee and with our
customers was broken
• Content lost from the HUGE amount of value-add interactions we have
everyday

7. The CS (R)evolution @ Apigee
Named Architect
Customer
For Life
IPO & Segment
Customers
Distributed
Customer
Success
• Hi touch, small #
• Mainly product
issues
• Firefighting, Not
scalable
• High churn rate
• 100% human, no
automation
Client Manager
Product Maturity
Number of Customers
• Hi touch, small #
• Escalations focus
• Reactive, Not
scalable
• No info on most
customers
• High churn rate
• No automation
• All customers created =
• Intro onboarding,
success plans, QBRs,
Academy
• Proactive, Not scalable
• Higher retention
• Part human, intro
automation (360)
• Top tier/hi, mid
tier/med, lower
tier/none
• Intro coaching, con’t
success plans &
QBRs
• Proactive, Not
scalable
• Higher retention
• CS tool evaluation
• Distribute CS
functions across
Apigee AND systems
• Implement Totango
<2011 2012 2015 20162013

8. The New World…the Revolution Continues
• No single Apigeek owns the customer
• Automation is critical – in comes Totango – the system owns the customer
• Initial use cases MUST move the needle
• Key Interactions
• Expansion
• Renewals
• Long term vision is for all Apigeeks to be Totango users
• Pushing the limits of the system
• Will it work? Absolutely no clue…..always be ready to pivot!

9. ©2016
Apigee
Corp.
All
Rights
Reerved.
DIGITAL
(and
CS)
MOBILIZER
9
“I know what needs to be done but
it is very hard to bring others along.
If I don’t drive the change
fast enough, hard enough –
while bringing others along –
we will lose business.
Shocking that nobody else gets it!”

10. Lessons Learned
• No single customer owner can be a wonderful and horrible thing – pick your
poison
• ABI (Always be Innovating): As your product evolves, so must your CS program
– always be looking for new ways to move the needle
• ABE (Always be Evangelizing): Make sure EVERYONE knows about the amazing
things your team is doing and build supporters across the company
• Measure everything! Product feedback is valuable but an increase of 25% in
upsell and 8% increase in retention is more impactful when C-level is looking
at budgets
• Have a seat at the table if you can – let them hear it from the horse’s mouth
• Automate whatever you can…and do it fast...learn by doing

11. ©2016
Apigee
Corp.
All
Rights
Reerved.
11
Best
Advice…

12. Q&A

13. Q&A

14. Only Proven API Platform Built for Your Digital Growth
14
0
10,000,000
20,000,000
30,000,000
40,000,000
50,000,000
60,000,000
70,000,000
80,000,000
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22
Median
API
Calls
Per
Month
Average
customers
reach
20
million
calls
per
month
within
a
year
Months
since
live
Top
25%
customers
exceed
1
Billion
API
calls
per
month
within
first
year
Source:
Apigee
Data
from
36
customers
across
Retail,
Media
&
Travel.
What
will
be
your
growth?