1. Gabe Miller-SmithDirector of Customer SuccessProcoreTechnologies, Inc.CUSTOMER SUCCESS in practice

2. About ProcoreMarket Leaderin cloud-based construction management softwareBenefits:convenience, transparency and collaborationMission:make construction management effortlessOUR CUSTOMERSOver 800 world-wideGeneral Contractors, Owners, Specialty Subcontractors, Owner Builders, ect.Power-Users: Project Managers, Project Engineers, SuperintendentsManage construction documents and plansUse Procoreas their collaboration hub 3. Why build a customer success team?Customer Support vs Customer SuccessMissing three key components of customer success lifecycle:Post-Acquisition Follow-upCustomer Feedback LoopOngoing Engagement 4. Why invest in a customer engagement management application?Real-time visibility into customer activitiesTriggers and workflows to streamline CSMs tasksDirect integration with our BI systems 5. How we built Customer Success using Totango1.Defined account health profiles2.Replaced check-in calls with business reviews3.Targeted messaging to relevant customers4.Revenue forecasting 6. 1. Defining Account HealthTop 25%Bottom 25%Middle 50%**A customer is considered to be At Risk if they are in the bottom 25% for over a month 7. 1. Defining Account Health 8. 1. Defining Account Health 9. 2. Business ReviewsNO MORE CHECK-IN CALLS!Benefits of the Business Review:Referencing usage data allows for a contextual conversationUsage data can make the customer accountableEnsures the economic buyer that they are utilizing their license 10. 2. Business ReviewsAt RiskBusiness Review-Discuss their implementation goals-Does current usage indicate that they reached their goals?-Walk through new features-Ensure they are utilizing all features they would find valuable-Discuss adoption strategy-How can their champions get their entire team utilizing the system?-General Q & A 11. 3. Targeted MessagingDAILY LOG USERSNO MOBILEIDEAL MOBILE USERSUSER BASEDRIVE ENGAGEMENT with existing core features 12. 3. Targeted MessagingDRIVE ENGAGEMENT with recently released featuresDRAWINGS USERSPROJECT MANAGERSMARK-UP & REAL-TIME-AS-BUILTSSUPERINTENDENTSFOR WEBMARK-UP & REAL-TIME-AS-BUILTSFOR MOBILE 13. 4. Revenue ForecastingEstimating Revenue at Risk (RAR)Segment At Risk customers by renewal datePrioritize CSM call list by up coming renewals then by contract valueRAR = Total value of all Accounts At RiskTypically broken down into specific time slots likeBy QuarterBy Month