UserTesting + Totango - Client Success at UserTesting

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UserTesting + Totango - Client Success at UserTesting presented by Jonathan Hicken, Director of Client Operations at UserTesting as part of Totango Tour in Palo Alto, CA.

Software

UserTesting + Totango
Client Success at UserTesting Totango Tour
13 November 2014

AGENDA
Agenda
• What is UserTesting?
• Our clients
• Our team
• Our values
• Our challenges
4

AGENDA INTRO TO UserTesting
What do we do?
5
DO
SAY
WHY? WHAT?
User testing Analytics
Surveys
Voice of
Customer
 Real People
 Real Insights
 Real Fast

AGENDA INTRO TO UserTesting
…and help at every stage of development
7

AGENDA CLIENTS
Our Clients
8
And 25,000 others!

AGENDA CLIENTS
Our testing solutions
• Pro for Small Businesses & Enterprises
• Subscriptions plans designed to meet the needs of Small Businesses and Large
Enterprises alike
• Do it yourself for $49/test
• Infrequent testing needs, want to give it a try
• Peek!
• An introduction to what our platform can do: http://peek.usertesting.com
9

AGENDA CLIENTS
Small Businesses vs. Enterprises
Small Businesses
• Low touch, low cost, high automation
Large Enterprises
• Strategic Accounts for growth
• Accounts for incremental growth
• Accounts for flat, auto-renew
10

AGENDA TEAM
Client Success Pods
11
CS
Coordinator
CS
Manager
CS
Coordinator
CS
Coordinator
Client Success Managers
• Lifecycle Management, Value Strategy
• Satisfaction, Retention & Growth
Client Success Coordinators
• Daily Engagement
• Project Management
• Client health Monitoring

AGENDA TEAM
Client Success Pods
12
Value!
Value!
Value!

AGENDA TEAM
What is excellence?
13
1. To deeply understand your clients
2. To accurately diagnose clients’ health
3. To know the right prescription for helping a client to get
healthier
4. To prioritize your clients
5. To provide world class support

AGENDA TEAM
What is excellence?
14
“Is there any way we could keep you? Or do you have a twin that you can
recommend? If I need to recommend a pay increase, extra vacation, or a new
car to your superiors I would be happy to do it, you just tell me the name… We
really appreciated and benefited from the amount of work and level of service
you provided.”

AGENDA TEAM
What are our desired results?
15
• Client Satisfaction = 
• Dollars = Lots of them
• Logos = Most of them

AGENDA TEAM
What are our challenges?
16
• Team Growth & Forecasting
• High volume, low touch, high VALUE
• Measuring customer satisfaction
• Scaffolding

Jonathan Hicken
Director of Client Operations
jonathan@usertesting.com

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This document discusses how to effectively set goals to make an impact in an organization. It recommends structuring goals in a framework that increases value for customers, monetary value for the company, non-monetary value, and development. Goals should be measurable, agreed upon, and help foster collaboration both within and across teams. Joint goals across departments can influence the entire company to work towards shared objectives. Overall goals are critical for management as they provide clarity, accountability, planning, and learning.

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UserTesting + Totango - Client Success at UserTesting

1. UserTesting + Totango Client Success at UserTesting Totango Tour 13 November 2014

2. AGENDA What is UserTesting? 2

3. AGENDA 3

4. AGENDA Agenda • What is UserTesting? • Our clients • Our team • Our values • Our challenges 4

5. AGENDA INTRO TO UserTesting What do we do? 5 DO SAY WHY? WHAT? User testing Analytics Surveys Voice of Customer  Real People  Real Insights  Real Fast

6. AGENDA INTRO TO UserTesting We eliminate bad user experiences from Earth… 6 • Mobile App Prototype Testing • Website Prototype Testing • Comparison (2 Prototypes) Testing • Games (Dev cycle specific, Ads) • Competitor Testing • Information Architecture/Card Sorting/Tree Testing • Diary Studies • Email Testing (Design and Copy) • Copy testing • Landing Pages • Conversion/Sales Funnel Testing • A/B Optimization Ideas • Pairing with Analytics • Survey Validation • Logo Creative Comparisons • Mobile Ad Testing • International Testing • Video Testing • In Home Testing • SEM/SEO • QA

7. AGENDA INTRO TO UserTesting …and help at every stage of development 7

8. AGENDA CLIENTS Our Clients 8 And 25,000 others!

9. AGENDA CLIENTS Our testing solutions • Pro for Small Businesses & Enterprises • Subscriptions plans designed to meet the needs of Small Businesses and Large Enterprises alike • Do it yourself for $49/test • Infrequent testing needs, want to give it a try • Peek! • An introduction to what our platform can do: http://peek.usertesting.com 9

10. AGENDA CLIENTS Small Businesses vs. Enterprises Small Businesses • Low touch, low cost, high automation Large Enterprises • Strategic Accounts for growth • Accounts for incremental growth • Accounts for flat, auto-renew 10

11. AGENDA TEAM Client Success Pods 11 CS Coordinator CS Manager CS Coordinator CS Coordinator Client Success Managers • Lifecycle Management, Value Strategy • Satisfaction, Retention & Growth Client Success Coordinators • Daily Engagement • Project Management • Client health Monitoring

12. AGENDA TEAM Client Success Pods 12 Value! Value! Value!

13. AGENDA TEAM What is excellence? 13 1. To deeply understand your clients 2. To accurately diagnose clients’ health 3. To know the right prescription for helping a client to get healthier 4. To prioritize your clients 5. To provide world class support

14. AGENDA TEAM What is excellence? 14 “Is there any way we could keep you? Or do you have a twin that you can recommend? If I need to recommend a pay increase, extra vacation, or a new car to your superiors I would be happy to do it, you just tell me the name… We really appreciated and benefited from the amount of work and level of service you provided.”

15. AGENDA TEAM What are our desired results? 15 • Client Satisfaction =  • Dollars = Lots of them • Logos = Most of them

16. AGENDA TEAM What are our challenges? 16 • Team Growth & Forecasting • High volume, low touch, high VALUE • Measuring customer satisfaction • Scaffolding

17. Jonathan Hicken Director of Client Operations jonathan@usertesting.com

Editor's Notes

What you’re about to see is an example of what we do at UserTesting. Keep in mind, this is real – this was not staged.
I won’t get into these use cases….
I won’t get into these use cases. But we do have a Research Team to nerd out with you and plan out your research
DIY, pay as you go customers Enterprise Customers and Small Business

UserTesting + Totango - Client Success at UserTesting

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Editor's Notes