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Running a Retention Business at a 94% Retention Rate

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Customer Success Summit 2016 Breakout Session Presented by: Jill Scarbrough, Director of Customer Success, Tableau Software

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Running a retention business at a 94% retention rate
About Me Helps  people  see  and   understand  data  
Before Customer Success
2 Main Challenges
Customer Engagement Model 1-­‐10  days 90  days 6  Months 90  days  prior   to  expire Onboarding   +Introduction   +Understanding  key         contacts   +  Timeline  to  deploy Installation  Call   +  Have  they  installed? Health  Check +  Is  the  customer   receiving  value? Renewal  Process     +  Are  you  renewing?
Customer Segmentation Commercial  Transactional  “Landed”  Accounts Online  (Saas)  Customers   Commercial  Server  Customers Enterprise  Server  Customers Strategic  Customers •Onboarding •Install  Check •Health  Check •MR  Sales  Cycle Customer  Success  Manager • Installation  Call • Heavy  Automation   • MR  Sales  Cycle Customer  Renewal  Manager Customer  Advocacy  Manager •Executive  Relationship  Management •Focus  on  Successful  Usage •Drive  Customer  User  Community • On-­‐site  Tableau  Day  Activities Online  Customer  Success  Manager • Higher  touch   • Smaller  territories   • More  technical   • MR  Sales  Cycle  
Sales Influence
Take-away/Lessons Learned • Proactivity is key • Develop an engagement model that helps customers get to value quickly • Customer Segmentation – Understand one size does not fit all
Challenge #2 CSM Hiring and Ramping
CSM Profile and Hiring • Behavioral Interviewing • Product Demo during the interview process • Networking happy hours • Interview days
Ramp Plans • 2 week corporate boot camp • CSM Ramp Plans • CSM Mentor program • Certifications and internal tool certifications
Results • Doubled CSM team while increasing performance • Shortened ramp time to 30 days • Elevated CSM conversations quicker
Take-away/Lessons Learned • Understand your CSM profile and hire against that profile • Establish a solid mentorship program • Ensure certifications or accountability check ins
Q&A

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Running a Retention Business at a 94% Retention Rate

  • 1. Running a retention business at a 94% retention rate
  • 2. About Me Helps  people  see  and   understand  data  
  • 5.
  • 6. Customer Engagement Model 1-­‐10  days 90  days 6  Months 90  days  prior   to  expire Onboarding   +Introduction   +Understanding  key         contacts   +  Timeline  to  deploy Installation  Call   +  Have  they  installed? Health  Check +  Is  the  customer   receiving  value? Renewal  Process     +  Are  you  renewing?
  • 7. Customer Segmentation Commercial  Transactional  “Landed”  Accounts Online  (Saas)  Customers   Commercial  Server  Customers Enterprise  Server  Customers Strategic  Customers •Onboarding •Install  Check •Health  Check •MR  Sales  Cycle Customer  Success  Manager • Installation  Call • Heavy  Automation   • MR  Sales  Cycle Customer  Renewal  Manager Customer  Advocacy  Manager •Executive  Relationship  Management •Focus  on  Successful  Usage •Drive  Customer  User  Community • On-­‐site  Tableau  Day  Activities Online  Customer  Success  Manager • Higher  touch   • Smaller  territories   • More  technical   • MR  Sales  Cycle  
  • 9. Take-away/Lessons Learned • Proactivity is key • Develop an engagement model that helps customers get to value quickly • Customer Segmentation – Understand one size does not fit all
  • 10. Challenge #2 CSM Hiring and Ramping
  • 11. CSM Profile and Hiring • Behavioral Interviewing • Product Demo during the interview process • Networking happy hours • Interview days
  • 12. Ramp Plans • 2 week corporate boot camp • CSM Ramp Plans • CSM Mentor program • Certifications and internal tool certifications
  • 13. Results • Doubled CSM team while increasing performance • Shortened ramp time to 30 days • Elevated CSM conversations quicker
  • 14. Take-away/Lessons Learned • Understand your CSM profile and hire against that profile • Establish a solid mentorship program • Ensure certifications or accountability check ins
  • 15. Q&A