This document provides a simple guide to customer success. It outlines that customer success involves three levels: 1) the success of the customer, 2) the success of the customer success process and team, and 3) the success of the business. The primary goals are customer retention and upsell, which maximize customer lifetime value and business success. The customer success process involves onboarding, adoption, and escalations from both an account and user perspective. It also describes different types of engagement like onboarding, training, business reviews, and usage reviews that involve touchpoints by call, meeting, or email.

1. (Customer Success)3
Customer Success Cubed
How to succeed in Customer Success?
The simplest guide you’ll ever find

2. agenda
Customer success is actually very simple

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. Business Success  Maximize Customer Lifetime Value$$$
PRIMARY GOALS
• Customer Retention
• Upsell
ADDITIONAL GOALS
• Customer Advocacy
• Customer Satisfaction

5. Customer Success
Account and User Perspective

6. Customer Success
Account and User Perspective
ONBOARDING

7. Customer Success
Account and User Perspective
ADOPTION

8. Customer Success
Account and User Perspective
ESCALATIONS

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. 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. 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. (Customer Success)3
Customer Success Cubed
How to succeed in Customer Success?
The simplest guide you’ll ever find