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9 Plays and 3 ToolsCustomer Success Management
Your Presenters  Jeremy Malander               Joshua Santos            Dominique LevinDirector Customer Success    Direct...
Table of Contents   3 Onboarding Plays   3 Expansion Plays    3 Retention Plays3 Customer Success Tools
3 Onboarding Plays
Keep it simpleIf it’s not their day job, don’t make it one.                         Attractive                          Fi...
Have a Plan
Trial NurturingTrial - Curiosity                                             Not Adding Agents?      Trial - Evaluating   ...
3 Expansion Plays
Set the HooksThe more ingrained within the infrastructure, the greater the retention.                                     ...
Create Dashboards
Appreciate Power Users
3 Retention Plays
Consider “Perceived ROI” before invoicing..                   • In SaaS, CLV is everything                   • With everyt...
Timing is Everything
Please Come Back Emails
3 Customer Success Tools
Things happen when you are on mute.No joke, they really do.• Emotional Connection• Hold the attention.       Visit Bluejea...
Clarizen for Customer Success
Get Started with TotangoA Customer Engagement databaseGroup customer by stages: Onboarding and EstablishedDefine criteria ...
Thank You!    jer@bluejeans.netjosh.santos@clarizen.com dominique@totango.com
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9 Customer Engagement Plays Proven To Boost Customer Success Results

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Looking for new ways to engagement your users better? How about nine of them? The orignal webinar (https://vimeo.com/52261402) touched on 3 categories: onboarding plays, expansion plays, and retention plays.

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9 Customer Engagement Plays Proven To Boost Customer Success Results

  1. 1. 9 Plays and 3 ToolsCustomer Success Management
  2. 2. Your Presenters Jeremy Malander Joshua Santos Dominique LevinDirector Customer Success Director Customer Success CMO BlueJeans Clarizen Totango
  3. 3. Table of Contents 3 Onboarding Plays 3 Expansion Plays 3 Retention Plays3 Customer Success Tools
  4. 4. 3 Onboarding Plays
  5. 5. Keep it simpleIf it’s not their day job, don’t make it one. Attractive First 6 Months Complicated Month 1 Month 2 Planning Needs Analysis-Needs Analysis Preparation Tech Specs Integrations -Configuration -Communication Launch Training -Training Communications Provisioning Analysis • Every customer & deployment will be different • Clear calls to action = momentum • Always consider your goals
  6. 6. Have a Plan
  7. 7. Trial NurturingTrial - Curiosity Not Adding Agents? Trial - Evaluating Trial - Hot 1. Add Agents 2. Add Tickets 3. Customize
  8. 8. 3 Expansion Plays
  9. 9. Set the HooksThe more ingrained within the infrastructure, the greater the retention. • Email Integrations • CRM/ERP • Directory Connectors • MDM Integration • SSO & Security • LOB Training • Executive Sponsorship
  10. 10. Create Dashboards
  11. 11. Appreciate Power Users
  12. 12. 3 Retention Plays
  13. 13. Consider “Perceived ROI” before invoicing.. • In SaaS, CLV is everything • With everything, CAC should be considered • Consider the CIO perspective • Give ample time to review
  14. 14. Timing is Everything
  15. 15. Please Come Back Emails
  16. 16. 3 Customer Success Tools
  17. 17. Things happen when you are on mute.No joke, they really do.• Emotional Connection• Hold the attention. Visit Bluejeans.com to join the party!• Face to Face vs. Slides• Make it easy to connect
  18. 18. Clarizen for Customer Success
  19. 19. Get Started with TotangoA Customer Engagement databaseGroup customer by stages: Onboarding and EstablishedDefine criteria and engagement metrics for eachDifferent workflows for different stagesOnboarding: Closely monitor and proactively provide implementation supportEstablished: Set thresholds to alert team of accounts with decreased engagement 100 CustomersKey metrics to followTime to onboardEngagement rates 10 Million usersChurn (Onboarding and Established)
  20. 20. Thank You! jer@bluejeans.netjosh.santos@clarizen.com dominique@totango.com

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