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Enabling strategic relationships

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Customer Success Play by John Lee, SVP Customer Success at Kapost, at the 2014 Customer Success Summit.

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Enabling strategic relationships

  1. 1. Produced by Customer Success Summit 2014 Customer Success Summit 2014 Title: Enabling Strategic Relationships Presenter: John H. Lee, Kapost LinkedIn: https://www.linkedin.com/pub/john-lee/0/95/631
  2. 2. Produced by Customer Success Summit 2014 About me and my company •  The leading content marketing software platform •  Recent round of funding last summer for $5.6M •  Rapid sales and employee growth since 2  
  3. 3. Produced by Customer Success Summit 2014 What led me to Customer Success My titles have evolved •  Consultant •  Client Services •  Account Manager •  Customer Success My role has been constant* •  Build strong relationships •  Establish durable value of company 3   Retain Customers!
  4. 4. Produced by Customer Success Summit 2014 My Story 4   Opportuni)es     •  Engage  strategically  with   customers   •  Transi7on  into  a  Customer   Advisory  role   •  Introduce  processes  to  scale   team  opera7ons     Ini)al  Observa)ons     •  Recognized  thought  leader  in   content  marke7ng   •  Strong  culture  to  innovate  &   iterate  to  drive  product   adop7on   •  Methodical  processes  for  early   stage  organiza7on   The  Kapost  Case  Study  
  5. 5. Produced by Customer Success Summit 2014 Recommended Play Surface Customer Advocates After onboarding is complete Screen detailed usage reports to surface hyperactive users in a narrow field. Specialized users can still be strong partners for beta features, thought leadership and general advocacy. Same screening data can be used to target an outbound campaign to drive new feature adoption. 5   Play Name: When to use: Play Anatomy: Comments:
  6. 6. Produced by Customer Success Summit 2014 Recommended Play Impact Perceived Value After business goals & engagement objectives are aligned Target adoption efforts on the features that drive the customer’s perception of product value. This initiative led us to create a customer maturity model, which includes a customer assessment and correlates business goals to engagement objectives. 6   Play Name: When to use: Play Anatomy: Comments:
  7. 7. Produced by Customer Success Summit 2014 Lessons Learned: •  When looking to transform a team, turn hearts first. Then processes. •  When relying on multiple systems for your reporting needs, ensure the core fields for filtering are accessible from all systems. •  One inch, at a time. Start small, but keep moving forward. 7  
  8. 8. Produced by Customer Success Summit 20148   Winning in 2014! Think  Big  Start  Small  Move>>Fast!  

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