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© Intel Mashery Confidential Information
Produced by
Measuring Customer Success
Case Study from the work at
Mashery
2015-M...
© Intel Mashery Confidential Information
• Why Are We Here?
• Brief Background on Mashery
• What is Customer Success: Visi...
© Intel Mashery Confidential Information
If it’s not worth measuring, it is not
worth doing
© Intel Mashery Confidential Information
• Why Are We Here?
• Brief Background on Mashery
• What is Customer Success: Visi...
© Intel Mashery Confidential Information
Where do
apps
come
from?
Source: Cartoonstudies.org
API
Apps Come from APIs x
© Intel Mashery Confidential Information
Smartphone
Tablet
Gaming
Console
Desktop
Blu-Ray
Connected TV
Mall Directory
Dres...
© Intel Mashery Confidential Information
Apps Grant
Wishes
…Apps come from APIs
© Intel Mashery Confidential Information
Open Web API - Consumer Example
© Intel Mashery Confidential Information
Image Description Ratings/Reviews
Manage Queue /
Update Account
API
Open Web API ...
© Intel Mashery Confidential Information
API Programs Are Used By Different Companies for
Different Needs, Enterprises to ...
© Intel Mashery Confidential Information
• Why Are We Here?
• Brief Background on Mashery
• What is Customer Success: Visi...
© Intel Mashery Confidential Information
At the end of the day, our success in the
marketplace is measured by the extent
o...
© Intel Mashery Confidential Information
The Three Key Objectives of the Customer Success Team
1. Maximize
Value Our Custo...
© Intel Mashery Confidential Information
The “Formula” Definition of Customer Success
(for the Customer)
Program
Scope
Pro...
© Intel Mashery Confidential Information
Complementary Skills and Teams are Needed to
Effectively Execute on This Charter
...
© Intel Mashery Confidential Information
• Why Are We Here?
• Brief Background on Mashery
• What is Customer Success: Visi...
© Intel Mashery Confidential Information
Customer Success Scorecard and MBOs
MBO Area Lead/Lag Q1 Q2 Q3 Q4
Customer Succes...
© Intel Mashery Confidential Information
Customer Success Scorecard and MBOs: Customer
Success
© Intel Mashery Confidential Information
Customer Success Scorecard and MBOs: Mashery
Financial Success
© Intel Mashery Confidential Information
Customer Success Scorecard and MBOs: Inter-
Team Processes and Practice Developme...
© Intel Mashery Confidential Information
CS Team Goals Cascade Down from Company Goals to
Each Sub-Team’s
© Intel Mashery Confidential Information
CPSM MBOs: High Level Structure
© Intel Mashery Confidential Information
CPSM MBOs: Specific Definitions
© Intel Mashery Confidential Information
CPSM MBOs: Sample Worksheet – Input
© Intel Mashery Confidential Information
CPSM MBOs: Sample Worksheet – Output
© Intel Mashery Confidential Information
1) Track Team performance over time
2) Track Individual performance against other...
© Intel Mashery Confidential Information
1. Overall CPSM Team
Exceeded Its MBO2. Almost all CPSM
Exceeded their MBO
3. We ...
© Intel Mashery Confidential Information
• Why Are We Here?
• Brief Background on Mashery
• What is Customer Success: Visi...
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A FRAMEWORK TO BUILD A KILLER CUSTOMER SUCESS SCORECARD

Customer Success Summit 2015 breakout session:
Presented by: Boaz Maor, VP of Customer Success, Mashery (division on Intel)

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A FRAMEWORK TO BUILD A KILLER CUSTOMER SUCESS SCORECARD

  1. 1. © Intel Mashery Confidential Information Produced by Measuring Customer Success Case Study from the work at Mashery 2015-Mar-23 Boaz Maor
  2. 2. © Intel Mashery Confidential Information • Why Are We Here? • Brief Background on Mashery • What is Customer Success: Vision, Mission and Scope • Measuring Success • Questions and Discussion Agenda
  3. 3. © Intel Mashery Confidential Information If it’s not worth measuring, it is not worth doing
  4. 4. © Intel Mashery Confidential Information • Why Are We Here? • Brief Background on Mashery • What is Customer Success: Vision, Mission and Scope • Measuring Success • Questions and Discussion Agenda
  5. 5. © Intel Mashery Confidential Information Where do apps come from? Source: Cartoonstudies.org API Apps Come from APIs x
  6. 6. © Intel Mashery Confidential Information Smartphone Tablet Gaming Console Desktop Blu-Ray Connected TV Mall Directory Dressing Room Blood pressure monitor Refrigerator Car Radio Car GPS Airplane Entertainment Store Kisok Cash Register POS Display Bus Stop Postal Trucks Inventory Systems Supply Chain Subway Map Alarm Clocks Subway Map Scale sensors Railway Schedule Bus Stop Radios Toys Cameras Watches Trains eReaders Dog Collars Treadmill Biometric Devices Product Scanners Blackboards Delivery Vehicle Concert Turnstile Toll BoothRunning Shoes Scale Baby Monitor Power Outlet Product Sensor Washing MachineAir Conditioner Security Bracelet Remote Control Vending Machines 200 Billion Connected Devices
  7. 7. © Intel Mashery Confidential Information Apps Grant Wishes …Apps come from APIs
  8. 8. © Intel Mashery Confidential Information Open Web API - Consumer Example
  9. 9. © Intel Mashery Confidential Information Image Description Ratings/Reviews Manage Queue / Update Account API Open Web API - Consumer Example (cont’)
  10. 10. © Intel Mashery Confidential Information API Programs Are Used By Different Companies for Different Needs, Enterprises to Small Start-ups
  11. 11. © Intel Mashery Confidential Information • Why Are We Here? • Brief Background on Mashery • What is Customer Success: Vision, Mission and Scope • Measuring Success • Questions and Discussion Agenda
  12. 12. © Intel Mashery Confidential Information At the end of the day, our success in the marketplace is measured by the extent of the value our solutions provide to customers. The higher that value, the greater is our ability to be successful. Mission of Customer Success Team
  13. 13. © Intel Mashery Confidential Information The Three Key Objectives of the Customer Success Team 1. Maximize Value Our Customers Extract from Our Solutions 2a: Maximize Monetary Value to Us 2b: Maximize Non-Monetary Value to Us
  14. 14. © Intel Mashery Confidential Information The “Formula” Definition of Customer Success (for the Customer) Program Scope Program Value Program Scope: What Program Execution: How Program Value:
  15. 15. © Intel Mashery Confidential Information Complementary Skills and Teams are Needed to Effectively Execute on This Charter Program Scope Program Value CPSM TSS
  16. 16. © Intel Mashery Confidential Information • Why Are We Here? • Brief Background on Mashery • What is Customer Success: Vision, Mission and Scope • Measuring Success • Questions and Discussion Agenda
  17. 17. © Intel Mashery Confidential Information Customer Success Scorecard and MBOs MBO Area Lead/Lag Q1 Q2 Q3 Q4 Customer Success Financial Success Inter-Team Impact Practice Development
  18. 18. © Intel Mashery Confidential Information Customer Success Scorecard and MBOs: Customer Success
  19. 19. © Intel Mashery Confidential Information Customer Success Scorecard and MBOs: Mashery Financial Success
  20. 20. © Intel Mashery Confidential Information Customer Success Scorecard and MBOs: Inter- Team Processes and Practice Development
  21. 21. © Intel Mashery Confidential Information CS Team Goals Cascade Down from Company Goals to Each Sub-Team’s
  22. 22. © Intel Mashery Confidential Information CPSM MBOs: High Level Structure
  23. 23. © Intel Mashery Confidential Information CPSM MBOs: Specific Definitions
  24. 24. © Intel Mashery Confidential Information CPSM MBOs: Sample Worksheet – Input
  25. 25. © Intel Mashery Confidential Information CPSM MBOs: Sample Worksheet – Output
  26. 26. © Intel Mashery Confidential Information 1) Track Team performance over time 2) Track Individual performance against others in the team 3) Track Individual performance over time CPSM MBOs: Tracking Results Over Time Enables Refinement of the Focus of the Business
  27. 27. © Intel Mashery Confidential Information 1. Overall CPSM Team Exceeded Its MBO2. Almost all CPSM Exceeded their MBO 3. We Out-Performed mainly in Monetary Value to us and Value to customers categories 4. We Under-Performed the most in Non-Monetary Value to us and Program Expansion Take Away #4: Performance Acros CPSM Team is conssistent Take Away #5: Monetary on the expense of Program Expansion
  28. 28. © Intel Mashery Confidential Information • Why Are We Here? • Brief Background on Mashery • What is Customer Success: Vision, Mission and Scope • Measuring Success • Questions and Discussion Agenda

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