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(Customer Success)3
Customer Success Cubed
How to succeed in Customer Success?
The simplest guide you’ll ever find
agenda
Customer success is actually very simple
Customer Success3
Managing the
CUSTOMER
SUCCESS
PROCESS
SUCCESS
BUSINESS
SUCCESS
1. Success of your Customer
2. Success of...
Business Success  Maximize Customer Lifetime Value$$$
PRIMARY GOALS
• Customer Retention
• Upsell
ADDITIONAL GOALS
• Cust...
Customer Success
Account and User Perspective
Customer Success
Account and User Perspective
ONBOARDING
Customer Success
Account and User Perspective
ADOPTION
Customer Success
Account and User Perspective
ESCALATIONS
Success Engagements
So what is the customer success process?
EVENT BASED
• Drop in health
• New product release
• Renewal ...
Set of Engagement Types
Touch points: Call, Meeting, Email Conversation
• On board new customers [initial training]
• Trai...
Customer Success3
Is the success of
CUSTOMER
SUCCESS
PROCESS
SUCCESS
BUSINESS
SUCCESS
1. Success of your Customer
2. Succe...
(Customer Success)3
Customer Success Cubed
How to succeed in Customer Success?
The simplest guide you’ll ever find
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Customer Success Cubed - The Simplest Guide you will ever Find

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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.

Published in: Technology
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  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m77EgH } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m77EgH } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer that is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story That Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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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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