Constructing Flexible Customer Data Models

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From Customer Success Summit 2017 - Noah Reiter, Sr. Director of Customer Success at Rave Mobile Safety, discusses "Constructing flexible customer data models". 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.

Software

Introduction
Noah
Reiter,
MPA
Sr.
Director
of
Customer
Success
• Raver
for
5
½
years;
in
current
role

for
1
½
years
• Former
Rave
customer
• nreiter@ravemobilesafety.com
Rave
Mobile
Safety
provides
the
leading
critical
communication
and
data
platform
trusted
to
help
save
lives.
Rave
connects
millions
to
those
trusted
to
protect
them,
by
providing
innovative
solutions
to
prepare
better,
respond
faster,
and
communicate
more
effectively
during
emergencies.

More
About
Rave
• 6
distinct
products
+
APIs,
~23
product
modules

• Products
sold
into
4
different
verticals
(S&L,
HE,
K12,
Corporate)
• 4
B2C
brands
• Major
resellers
• 1,400+
contracts
but
at
least
5x
customers

Drastically Reduces
Response Times
Increases Situational AwarenessIncreases
Community
&
First
Responder
Safety
Data
Communications
Architecture

Product
&
Sales
Evolution
Movement
from
silos
and
single
verticals
to
a
much
more
complex

hierarchy
ØSingle
customer,
single
product
ØSingle
customer,
multiple
products
ØParent-‐child
relationship
permutations
ØEtc.,
etc.

If
you’ve
seen
one
Rave
customer,
you’ve
seen
one

Rave
customer.

Challenges
• Visualizing
these
complex
hierarchies
and

relationships
• Determining
health
• Benchmarking
health
• Identifying
at-‐risk
accounts

Lessons
Learned
• Account
health
is
not
necessarily
the
sum
of
child
account
or
product-‐
level
health
• Salesforce
or
CRM
architecture
needs
to
support
your
CS
objectives
• Still
determining
where
to
apply
CS
resources
&
technology
to
have

greatest
impact

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Constructing Flexible Customer Data Models

1. Making Order* out of Chaos (*relative)

2. Introduction Noah Reiter, MPA Sr. Director of Customer Success • Raver for 5 ½ years; in current role for 1 ½ years • Former Rave customer • nreiter@ravemobilesafety.com Rave Mobile Safety provides the leading critical communication and data platform trusted to help save lives. Rave connects millions to those trusted to protect them, by providing innovative solutions to prepare better, respond faster, and communicate more effectively during emergencies.

3. More About Rave • 6 distinct products + APIs, ~23 product modules • Products sold into 4 different verticals (S&L, HE, K12, Corporate) • 4 B2C brands • Major resellers • 1,400+ contracts but at least 5x customers

4. Drastically Reduces Response Times Increases Situational AwarenessIncreases Community & First Responder Safety Data Communications Architecture

5. Product & Sales Evolution Movement from silos and single verticals to a much more complex hierarchy ØSingle customer, single product ØSingle customer, multiple products ØParent-‐child relationship permutations ØEtc., etc.

6. If you’ve seen one Rave customer, you’ve seen one Rave customer.

7. Challenges • Visualizing these complex hierarchies and relationships • Determining health • Benchmarking health • Identifying at-‐risk accounts

8. + about 1,500 others

9. Results

10. Results – a closer look

11. Lessons Learned • Account health is not necessarily the sum of child account or product-‐ level health • Salesforce or CRM architecture needs to support your CS objectives • Still determining where to apply CS resources & technology to have greatest impact

12. THANK YOU

13. Q&A

Constructing Flexible Customer Data Models

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