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Creating a Culture of Customer Success


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Presented by Lindsay White, Director of Account Management at Swipely.

Published in: Technology

Creating a Culture of Customer Success

  1. 1. Creating a Culture of (Customer) Success Lindsay White, Swipely
  2. 2. Why is Getting Culture Right so Important?  Customer Success is an ambiguous term at best, and must be cleary defined in every company.  The mission of your team, and the culture you define, are only as good as the people you hire to carry out your vision.  Who makes up the team is just as important as the job they do – great people equal strong culture.
  3. 3. Great Teams equal Great Success  The best team members know how to Simplify: helping customers understand a product often means breaking down complex concepts to simple terms.  Their Attention to Detail is real. #itsnotjustananswerinaninterview  They Advocate effectively: advocating means getting other parts of the company to take action on behalf of the customer, even when they're busy with other things.  They possess Technical Aptitude.
  4. 4. The Impact of Great Customer Success  SALES Growth  Everyone is in Sales  CHURN Reduction  The art of the re-sell  LTV Realized  Educate. Evangelize. Enable.  CAC Decreased by maximizing LTV1  Show me the money!
  5. 5. So, What’s in your Wallet?
  6. 6. Track Your Team like the Sales Ninjas they Really Are
  7. 7. Work Smart with One Stop Shopping
  8. 8. Don’t Forget to Celebrate Success…Great Culture will Follow Home My Photos Explore   Lindsay White photos Jul 14, 2015 3:13 PM Add a comment ...         This comment will be shared on Google+ with the people who can see the photo. Post Comment  Upload My Photos > 2015­07­14 > Photo 1 of 1   Full screen   Share Prints   Actions         Lindsay White photos Photo information Loading…   Add location Photo Location Tags Google+ Search Images Mail Drive Calendar Sites Groups More 0