ANSWERING THE MOST IMPORTANT QUESTIONS: HOW DO YOUR CUSTOMERS FEEL?
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Customer Success Summit 2015 breakout session: Presented by: Tom Blossom, Director of Support and Services, Crittercism
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ANSWERING THE MOST IMPORTANT QUESTIONS: HOW DO YOUR CUSTOMERS FEEL?
- 1. Produced by Answering the Most Important Question: How do our customers feel?
- 2. About Me • Tom Blossom - Director of Support and Services • Started January 2014 At Crittercism • 15+ Years Helping Customers
- 3. Crittercism: We Help our Customers Build Better Apps
- 4. Crittercism Overview • Monitor avg 4B+ app instances a day on nearly 1B monthly average users • Analyzed over 250 billion app launches • Manage thousands of customer accounts • 120 countries We Operate at Scale Our solution is built from the ground-up for a mobile world Mobile is our DNA Our Investors “Crittercism and its technology are widely adopted and provide value to those struggling with the emerging mobile application market”
- 5. Number #1 Question • Everyone else in the company was always asking “How are our customers feeling?” • I needed a way to answer the question based on data
- 6. Process Went Through 1. Listed out all the touch points 2. Determined what was missing or hard to find – Case Feedback – Customer Survey (NPS) – Bugs Reported – Features Requested 3. Thought about how best to access the information
- 7. Results • Everything in Salesforce Accounts – cases, feedback, Totango health, NPS score, Features Requested, Bugs reported. • Information in 1 place for Sales, Support, Execs. • Clarity on what needs to be worked on to grow bottom line ACV • Prioritized Support, Streamlined Sales Processes
- 8. Takeaways • Look at all touch points to paint a complete picture • Make all of the information easy to find and use – Everyone needs to know how customers feel • Now that you have the information, look for changes – Don’t just robotically go through a canned customer life cycle
- 9. Q&A
Editor's Notes
- A brief background of Crittercism We have always focused on mobile. This is our DNA and our company has many folks who live and breath mobile. So we hire folks with mobile experience and we have built great skills in the mobile market. We have also built a solution that targets mobile and especially the scale challenges of mobile. We are embedded in over 600M delivers and we have analyzed billions of apploads at this point. We are funded top tier VC’s including Google, KP, Opus and Shasta ventures.
- What tangible results can you share? Did any of these results surprise you? Are there things that will change based on these results?
- What were the most surprising lessons? What do you think is the most important lessons? If you were to do it again, would you do anything differently.