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Customer Success Cubed - The Simplest Guide you will ever Find

Presentation by Guy Nirpaz, CEO at Totango.

The simplest guide you will ever find to help you succeed in Customer Success. Presented at the Totango Customer Success Silicon Valley Meetup.

Customer Success Cubed - The Simplest Guide you will ever Find

  1. 1. (Customer Success)3 Customer Success Cubed How to succeed in Customer Success? The simplest guide you’ll ever find
  2. 2. agenda Customer success is actually very simple
  3. 3. Customer Success3 Managing the CUSTOMER SUCCESS PROCESS SUCCESS BUSINESS SUCCESS 1. Success of your Customer 2. Success of your Process/Team 3. Success of your Business $$$
  4. 4. Business Success  Maximize Customer Lifetime Value$$$ PRIMARY GOALS • Customer Retention • Upsell ADDITIONAL GOALS • Customer Advocacy • Customer Satisfaction
  5. 5. Customer Success Account and User Perspective
  6. 6. Customer Success Account and User Perspective ONBOARDING
  7. 7. Customer Success Account and User Perspective ADOPTION
  8. 8. Customer Success Account and User Perspective ESCALATIONS
  9. 9. Success Engagements So what is the customer success process? EVENT BASED • Drop in health • New product release • Renewal date is approaching • New team members PERIODIC • Business review • Monthly training session JOURNEY BASED • Onboarding • Adoption
  10. 10. Set of Engagement Types Touch points: Call, Meeting, Email Conversation • On board new customers [initial training] • Training • Business Reviews – goals attainment • Usage review calls [monthly review call] • Best practices related calls [domain specific] • Product roadmap / product validation call • Consulting Call • Planning Call • Feedback Call
  11. 11. Customer Success3 Is the success of CUSTOMER SUCCESS PROCESS SUCCESS BUSINESS SUCCESS 1. Success of your Customer 2. Success of your Process/Team 3. Success of your Business $$$
  12. 12. (Customer Success)3 Customer Success Cubed How to succeed in Customer Success? The simplest guide you’ll ever find

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