How to have fun in customer success

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Customer Success Play by Omer Gotlieb, Chief Customer Officer at Totango, at the 2014 Customer Success Summit.

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How to have fun in customer success

  1. 1. Produced by Customer Success Summit 2014 Customer Success Summit 2014 How to have fun in Customer Success while providing value to your customers Presenter: Omer Gotlieb, Totango Email: omer@totango.com Twitter: @omergotlieb
  2. 2. Produced by Customer Success Summit 2014 About me and my company •  Co-Founder and Chief Customer Officer at Totango •  REALLY enjoying working with all Totango’s customers…. 2   •  Customer Success Platform •  We eat our own dog food and drink our own champagne
  3. 3. Produced by Customer Success Summit 2014 What led me to Customer Success •  Exactly the same things that led me to start Totango –  Fanatic about data and value –  Hate being sold to –  “Let me play with this first” vs. long long implementation projects –  Customer Love… •  Started my career as a techie… but quickly shifted to customer facing roles •  15+ years in Product Management, Professional Services, Sales and Customer Success 3  
  4. 4. Produced by Customer Success Summit 2014 Having Fun at Customer Success –Why? Feels like you’re working in a hospital?... 4  
  5. 5. Produced by Customer Success Summit 2014 Having Fun at Customer Success –Why? Celebrate Wins - Moments of Customer Love •  Improve your metrics (retention, referrals) •  Energy boost for the CS team and the entire company •  Momentum… 5  
  6. 6. Produced by Customer Success Summit 2014 How? Be Proactive – Drive to Value •  Identify where you can help •  Proactively run engagement campaigns 6   START FIRST VALUE ONGOING VALUE NEW VALUE
  7. 7. Produced by Customer Success Summit 2014 •  Feature Adoption –  Identify users who are not using an important feature, and educate them on why and how •  Find Data Insights –  There’s gold in your customer data – find it and share •  Share Best Practices –  People are eager to learn from other companies •  New people training –  Identify new users added and offer training •  Say Thank You (tshirts, mugs, notes..) –  Identify your champions and show them you value that 7   Recommended Plays
  8. 8. Produced by Customer Success Summit 2014 •  Increased Engagement •  Customer Love/Advocacy •  Customer for life…. 8   Expected Results “You  guys  rock!”   “I  already  built  and  showed  this  to  my  CEO,  WOW!”   “Thanks  for  sending  this  over  Omer.  Really  great  stuff  yesterday.  The  updates   are  going  to  be  huge  for  us!”  
  9. 9. Produced by Customer Success Summit 2014 Lessons Learned: •  Lesson #1 – Have the right data –  Know: Why, When, Who –  Right Sensors (user level, feature usage, frequency) •  Lesson #2 – Be Intelligent –  Don’t be generic –  Tailor the engagement play to the right audience •  Lesson #3 – Measure Impact –  Increased engagement –  Improved customer health –  Customer Advocacy 9  
  10. 10. Produced by Customer Success Summit 2014 Q & A 10  
  11. 11. Produced by Customer Success Summit 201411   Winning in 2014! Think  Big  Start  Small  Move>>Fast!  

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