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TSIA Customer Success ROI Case Studies

The document discusses various case studies showcasing how different technology companies improved their customer service and success strategies through TSIA membership. Key outcomes include the optimization of service delivery, implementation of customer success plans generating significant recurring revenue, and enhancements to customer engagement through social communities. TSIA provided recommendations, resources, and expert insights to help these companies achieve measurable business results.

Technology◦
Related topics:
Customer Service Insights•Enhancing Customer Experience•
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ROI Case Studies CUSTOMERSUCCESS
What do all technology companies have in common? They’re looking for opportunities to grow revenue and profits. At TSIA, we’re laser-focused on helping our members improve their strategic, financial, and operational performance. Here’s a look at how companies used their TSIA membership to achieve measurable business outcomes. Executive Summary
MEMBER CHALLENGE This $50B Electronics and Equipment Manufacturer required an overhaul of their end- to-end service delivery. They had received a poor customer experience rating from one of their customers which lead to not being selected as the vendor of choice from a recent capital purchase with that customer.     Customer Success ROI Case Study Focus: Journey Mapping OUTCOMES CUSTOMER SUPPORT ACTION PLAN Created a list of process changes and formalized a plan of action based on every customer support ticket interaction. OPTIMIZED TECHNOLOGY ADOPTION Implemented changes in technology to increase telemetry generation, allowing more effective adoption from field service and customer success teams. TICKETING SYSTEM AUTOMATION Created investment portfolio for an updated support and engineering ticketing system to automate manual processes. ADVISORY SERVICE TSIA moderated a 2-day Customer Journey Mapping workshop. Between the customer and the TSIA member, we were able to map all of the post-sale service touchpoints along with identifying more than 10 projects ranging from process changes to technology investments that would impact the customer experience. TSIA RECOMMENDATIONS AND RESOURCES USED
MEMBER CHALLENGE This $7B Enterprise and Consumer Software Company had piloted internal and external communities to improve customer engagement with mixed success. Executives wanted to accelerate adoption and success rates for both community types.     SUCCESSFULLY IDENTIFIED AND PRIORITIZED COMMUNITIES’ EFFORTS. Currently implementing improvements to their internal communities designed to promote dialogue across hierarchical silos/levels. TSIA RESEARCH EVENT Attended TSIA’s Social Media Roundtable web conference series, where leaders from Oracle, EMC, Bentley Systems, BMC and NetApp detailed their social initiatives. MEMBER INQUIRY TSIA research expert gave guidance about features of high-performance internal communities and use of micro-level analytics. Customer Success ROI Case Study Focus: Improving Social Communities OUTCOME TSIA RECOMMENDATIONS AND RESOURCES USED
MEMBER CHALLENGE This $11M+ Technology Company needed to design and roll out customer success plans for their customers. They had not previously offered these, and needed help with this initiative.     Customer Success ROI Case Study Focus: Monetized Customer Success OUTCOMES They effectively rolled out customer success plans with two fee-based plan levels. Within 9 months, this member booked over $200K in recurring revenue that they otherwise would not have had if they had not rolled out the customer success plans. TSIA MEMBER INQUIRY The VP, Customer Success at this company submitted an inquiry and received insight and guidance on how to design the success plans. The member was also provided with examples of financial models as well as industry standards and best practices around this initiative. TSIA RECOMMENDATIONS AND RESOURCES USED 9 MONTHS6 MONTHS3 MONTHS $200K RECURRINGREVENUE
MEMBER CHALLENGE The Customer Success organization within this Industrial Internet of Things Company analyzed their customer journey and identified gaps around customer adoption and outcomes. The customer backed insights identified an opportunity for coordinated ownership and accountability for managing success across the complete customer journey.     Customer Success ROI Case Study Focus: Customer Journey Mapping OUTCOMES TSIA MEMBER INQUIRIES AND STRATEGIC SERVICES • Leveraged the expertise of TSIA’s VP, Customer Success Research via email, phone, and in-person engagements. TSIA RESEARCH AND BOOKS • Gathered learnings from TSIA’s Customer Success research, Technology-as-a-Service Playbook, and B4B. TECHNOLOGY & SERVICES WORLD CONFERENCE • Received value through attending sessions and networking with peers. TSIA BENCHMARK PROGRAM • Completed the Customer Success benchmark to identify areas of improvement. TSIA RECOMMENDATIONS AND RESOURCES USED They created a Customer Success Manage- ment Strategy and put a team of customer success managers in place to coordinate account teams across the customer journey, resulting in: • Visibility into account health based on a data backed account analytics platform to highlight issues and opportunities. • A viable business model to support increased resourcing and tool/process enhancements. • A significant improvement in net health scores from 19% to 76% while increasing account coverage. • An increased pipeline of reference customers based on value delivery and outcomes attainment.
“ ” Phil Nanus is a rock star. He’s been there, done it, and has the strategic, tactical, and theoretical knowledge to be both consultative and challenging. Most recently, we have been repackaging our customer success offerings and his insights and critique helped us arrive at an elegant and scalable solution that met all our desired outcomes. Mark Bilbe Chief of Customer Operations, Mimecast
www.tsia.com© Technology Services Industry Association | 17065 Camino San Bernardo, Ste. 200 | San Diego, CA 92127 Become a TSIA member. TSIA provides a membership experience unlike any other. By joining our community, you will gain direct access to a vast vault of resources and expert advice that will help you achieve the outcomes you want. Let us show you the proven path. > Let’s Talk About TSIA Membership