Webinar - Accelerating the Impact of Customer Success in the Enterprise
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Webinar - Accelerating the Impact of Customer Success in the Enterprise
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Webinar - Accelerating the Impact of Customer Success in the Enterprise
- 1. Accelerating The Impact Of Customer Success In The Enterprise Featuring
- 2. © 2018 TOTANGO. CONFIDENTIAL. OUR SPEAKERS BRIAN MERRITT VP Customer Success Ravit Danino VP Products
- 4. Social Proof for Future Shoppers Consistent and Genuine Feedback For Consumers • Free for all – consumer review site • Discovery and recommendation platform • Social sharing and community experience For Businesses ● Automated review collection system ● Customer engagement and interaction ● Insights and analytics engine The Trustpilot Community
- 5. 2007 Trustpilot launched 65 Countries 3b Brand impressions per month 220k Reviewed websites worldwide 43m Online reviews 17m Visitors a month 1m New reviews per month 700k New reviewers per month
- 7. Customer Success at Trustpilot A Truly Global Team Customer success in all 6 offices around the globe 80 team members – CSMs, Onboarding Specialists, Integration Engineers Number of Accounts Over 15,000 customers and $50+M in ARR Typical SMB CSM has 150 accounts and $800K in ARR Customer of Totango since 2015 Heavy users of automation to scale Leverage Campaigns to send about 70,000 emails per month
- 8. © 2018 TOTANGO. CONFIDENTIAL. Results CUSTOMER SUCCESS
- 9. © 2018 TOTANGO. CONFIDENTIAL. ResultsResultsResultsResults Results CUSTOMER SUCCESS
- 10. The Customer Journey at Trustpilot Renewals Results Escalations Results Adoption Results Onboarding Results Expansion Results 91% annual goal4-day SLAUse 7-10 modulesOnboard on time 8% in ARR growth Goals: # Accounts in RED health w/ renewal 90 days Current retention rate $ lost last quarter # Accounts w/ 4+ days resolution % Enterprise Accounts using 7 modules % Accounts Live in 72 hrs Avg time to onboard Current expansion $ # expansion opps to close this quarter Metrics:
- 11. Common Challenges at The Enterprise Challenges enterprises face achieving goals Driving uniformity across a global team Ensuring new best practices are rolled out and followed Keeping an agile team with evolving company goals My advice to other enterprises Leverage a customer success platform to get results! • Integrate all your customer data, especially product usage • Access dashboards and reports to show macro trends • Monitor and track your CSM and team performance
- 12. THE FASTEST WAY TO GET RESULTS
- 13. SuccessBLOCs Modular Unit of Value
- 16. YOU ARE ALREADY USING 40+ SuccessBLOCs Onboarding Escalation Business Review Upsell Training Nurture & Grow Executive Engagement Adoption Risk Churn Success Plan Implementation Feedback Education Relationship Building Reference Retention/Renewal VOC Win Back Billing Professional Services + more
- 17. Activities by Journey Stage at Trustpilot
- 18. Team Performance at Trustpilot
- 19. Work Focus at Trustpilot
- 20. © 2018 TOTANGO. CONFIDENTIAL. SET GOALS Measure your progress MOVE FAST Focus on the right customers DRIVE IMPACT Invest in the right programs GET RESULTS In weeks, not months INCREASE ROI For your company and for your customers THE POWER OF SPARK
- 21. QUESTIONS? Ravit Danino | | hi@totango.com Brian Merritt | | marketing@trustpilot.com