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ONE RING TO RULE THEM ALL: UNIFIED CUSTOMER SUCCESS METRICS TO DRIVE MARKETING, SALES AND CUSTOMER SUCCESS

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Customer Success Summit 2015 General Session
Presented by: Bill Macaitis, CMO, Slack Technologies

Published in: Technology
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ONE RING TO RULE THEM ALL: UNIFIED CUSTOMER SUCCESS METRICS TO DRIVE MARKETING, SALES AND CUSTOMER SUCCESS

  1. 1. One ring to rule them all. Unified customer success metrics to drive marketing, sales & customer support. Bill Macaitis CMO of Slack @bmacaitis
  2. 2. My Background
  3. 3. is a messaging app for teams
  4. 4. What is a brand?
  5. 5. A brand is the sum of every experience someone has with you.
  6. 6. Bad experiences shape a brand
  7. 7. 17 fields and your cell phone number to view a demo
  8. 8. Can’t find help when you need it
  9. 9. Main point of contact switched 10 times
  10. 10. Have to spend two months haggling over price
  11. 11. Harassed over phone or email by a pushy salesperson
  12. 12. Pay for seats regardless if you use them or not
  13. 13. Wait forever for a support response
  14. 14. Ad sends you to a landing page with no way out except a form
  15. 15. Having to talk to a sales person when you don’t want to.
  16. 16. Not being able to talk to a sales person when you want to.
  17. 17. Everyone disappears after the contract is signed
  18. 18. Short term metrics incentivize bad organizational behavior which creates bad experiences
  19. 19. Bad Metrics: Leads, Pipeline, Opps, Margins
  20. 20. Good experiences shape a brand
  21. 21. 15 minute help response times
  22. 22. Transparent prices
  23. 23. Helpful sales people who tell you when the product is not a good fit for you.
  24. 24. One point of contact
  25. 25. More support, less sales.
  26. 26. You only get charged if someone uses the product
  27. 27. View a demo. No forms required.
  28. 28. Want to talk to a person? Great. Don’t want to talk to a person? Great. You decide.
  29. 29. Live chat help available anytime.
  30. 30. You get more love and help after the contract is signed then before
  31. 31. Long term metrics incentivize good organizational behavior which creates good experiences
  32. 32. 1st Sale < Renewal < Recommend
  33. 33. Good metrics: NPS, CSAT, Engagement
  34. 34. Organize and incentivize your sales, marketing and support teams with long term, shared metrics.
  35. 35. Good experiences = Customer Love @ambertlee Feb 24 Started using @SlackHQ with my #film crew. Seriously. It's a game changer. #filmmakers go check it out right now. My #animation people too. @SparkAnthology Feb 24 As a non-profit w/ volunteers around the globe, @SlackHQ makes our effective communication and distributed collaboration possible! Love it. @jeanettec007 Feb 24 I really am loving @SlackHQ. Such a great tool for collaboration/communication. May be the closest to an email killer. @EthanGreene1 Feb 24 @SlackHQ is one of the coolest, most innovative platforms I've used. Definitely going to revolutionize communication within the workplace. @klutchell Feb 24 Consensus: @SlackHQ is amazing and everyone should be using it. If not, you might as well be using carrier pigeons. @sdrawthgir Feb 24 I just want to work somewhere that uses @SlackHQ @JohnRomaniello Feb 21 Ifyou're running a business of any kind and you aren't using @SlackHQ ​, you're seriously screwing up. Honestly, it's a life-changing. @JesperBylund Feb 24 More impressed by @SlackHQ every day @JesperBylund Feb 24 Our team just became paying customers of @SlackHQ ! The second most useful tool we use behind @github @SJBalliano Feb 23 How @SlackHQ made me stop emailing myself http://bit.ly/1JE02af Please RT @XavierLanier Feb 23 Absolutely love Slack. @SlackHQ is the first messaging company to do mobile right. We have tried the rest and Slack wins by a mile. @jrozenblat Feb 22 In an effort to slowly kill #email, I'm fully on the @SlackHQ bandwagon @StevePulver Feb 22 I've been using @SlackHQ for a few weeks now as some of my clients and organizations use it religiously. It's unbelievable. @PaulStagnerJr Feb 22 @SlackHQ Love your programming and integrations. They always make my life easier. @rmi Feb 24 I love the @SlackHQ support people far more than is seemly. @lukeanspach Feb 22 I love using @SlackHQ. If you're on a team and do daily interactions via email and text messaging, this is your app. It gets rid of both. @kailagrace11 Feb 20 I honestly have no idea why every company doesn't use @SlackHQ! If you aren't familiar, check it out! 200% worth it. @SlackHQ #communicate
  36. 36. @SlackHQ has been proposed to 20 times There have also been over 1,000 other declarations of love on Twitter, with much less commitment.
  37. 37. Good experiences = Good Growth
  38. 38. Thanks!

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