Customer Success Summit 2015 breakout session: Presented by: Jasper Bear, Director of Customer Success, Bluescape and Phil Nguyen, Customer and Community, Bluescape

1. Produced by
Customer Success
Customer and Community

2. Bluescape Philosophy on Onboarding
People who are regularly using products and getting
benefit will generally renew.
=

3. 3 key principles
1. Understand problem we are solving
2. Benefit to solving problem
3. How do we know? Leading indicators

4. Know your stakeholders
Success!
Executive
Sponsor
Business
Sponsors
Champions

5. Create a Communication Plan
Create
communications
strategy that
celebrates
#littlewins which in
turns admits value

6. Measuring the success
• If you wait to measure how it worked by
retention ----- you’re too late!
• Everyone plans to measure results but it
rarely happens
• Start early, tracking leading indicators to
measure little successes which add up to
meaningful results

7. Take-a-ways
• Client who knows they are receiving
benefit keeps on using!
• Measure early!
• Regular consistent usage across a
growing customer base is the goal!

8. Thank You