From Customer Success Summit 2017 - Charlotte Pauwels, Customer Success Manager atTeamleader CRM & Sofie Dewyn, Customer Onboarding Manager at Teamleader, discuss "Challenging the status quo for international customers" Learn more about Customer Success Summit: http://customersuccesssummit.com Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success. Learn more at www.totango.com.

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Scaling in Europe:
Customer Success in a scattered
landscape

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video

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One language fits all?
• visual

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foto

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“To really scale your
business, you have to go
enterprise.
As in: sell six- or seven-
figure deals to large
enterprises.”
Jason Lemkin – Saastr

6. PEOPLE
TECHNOLOGY
PROCESSES

7. PEOPLE

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Multi-local approach

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Talent
management

10. PROCESSES

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CUSTOMER JOURNEY
ONBOARDING
Q1 - Onboarding Q – Up and running Q3 – License fit Q4 – Happily ever after
RETENTION
M1 M3M2 M4 M6M5 M7 M9M8 M10 M12M11

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Desired outcome thinking

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Give your customers homework

14. TECHNOLOGY

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Technology
Gif

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So in short, if we have taught you anything today,
we hope it’s this:
• People in Europe are a bit chauvinistic, so addressing them in their own
language is key;
• Talent management: hire the right people for the right customer lifecycle
phase;
• Focus on desired outcome thinking;
• Give your customers homework;
• Automate, but send the right message at the right time;
• Personalize your messaging: make them feel wanted.

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Any questions?
Sofie Dewyn
Onboarding professional
Charlotte Pauwels
Retention expert
@SofieDewyn @CharlottePauwel

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THANK YOU!