The Evolution of Customer Success
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Customer Success Summit 2016 General Session Presented by: Catherine Blackmore, GVP Customer Success, Oracle Marketing Cloud
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This document provides guidance on analyzing customer survey data and using the insights to improve business performance and company culture. It recommends slicing the data in various ways to identify actionable trends, then sharing findings across the company. Areas for potential improvement include product features, onboarding, communication, support, and training. Strengthening culture also involves interpreting feedback, recognizing advocates, and leading by example with consistent communication. The overall goals are to understand customer feedback, share insights, take appropriate actions, and focus on continuously enhancing the company culture.
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The document discusses making customer success intentional from the start by creating trust and clear communication within a company. It emphasizes setting purposeful company mission and values, using OKRs to clearly communicate goals, and ensuring recruitment, onboarding, and office environment foster productivity and growth. Treating employees and customers with intention through a rhythm of success builds trust and engagement. The speaker advocates driving for small wins from day one with customers through behavior modification and putting focus on leading indicators rather than lagging ones. Five ideas are presented: having a clearly stated company "why"; ensuring progress for employees and clients through teaching; being present rather than always reachable; and building a high-trust workplace
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2. The government is establishing eight special economic zones for palm oil processing to sustain investment growth.
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Disrupting the Traditional Approach to Customer Centricity, Featuring Forrest...
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.
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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.
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The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation - Customer Success for Marketing Software - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Marin Software, Influitive, Conductor
Customer Success + Customer Marketing = Partnership
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Traditionally, CRM systems were designed around sales and service. In the new realities of recurring revenue business models, in which customer value spans beyond a one-time sale, enterprises are now faced with challenges of retention, upsell and optimizing the entire revenue cycle.
In this webinar, Guest Speaker Kate Leggett, VP, Principal Analyst from Forrester Research and Guy Nirpaz, Totango Co-Founder & CEO and the author of “Farm Don’t Hunt - The Definitive Guide to Customer Success” discuss:
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Justifying the Investment for Customer Success Technology
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- 1. Customer Success the Catherine Blackmore GVP Customer Success, Oracle Marketing Cloud
- 5. The Age of the Firefighter
- 6. Early Customer Success… • Extension of Support • Customer Service Focused • High Touch • Reactionary
- 7. What about fire prevention?
- 9. Why are customers escalated?
- 10. The Age of the Detective The Age of the Firefighter
- 11. The Data Era… • Drivers of Churn & Escalations • Developing a CS Database • Customer Segmentation • Minimize Reactive Interventions
- 14. What is Customer Success at scale?
- 15. The Age of the Detective The Age of the Technologist The Age of the Firefighter
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