Enabling Strategic Planning with Demand, Portfolio & Financial Management
Enabling strategic relationships
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Produced by Customer Success Summit 2014 Customer Success Summit 2014 Title: Enabling Strategic Relationships Presenter: John H. Lee, Kapost LinkedIn: https://www.linkedin.com/pub/john-lee/0/95/631
description
Customer Success Play by John Lee, SVP Customer Success at Kapost, at the 2014 Customer Success Summit.
Transcript of Enabling strategic relationships
Produced by Customer Success Summit 2014
Customer Success Summit 2014
Title: Enabling Strategic Relationships Presenter: John H. Lee, Kapost LinkedIn: https://www.linkedin.com/pub/john-lee/0/95/631
Produced by Customer Success Summit 2014
About me and my company
• The leading content marketing software platform • Recent round of funding last summer for $5.6M • Rapid sales and employee growth since
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What led me to Customer Success
My titles have evolved • Consultant • Client Services • Account Manager • Customer Success
My role has been constant* • Build strong relationships • Establish durable value of company
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Retain Customers!
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My Story
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Opportuni)es
• Engage strategically with customers
• Transi7on into a Customer Advisory role
• Introduce processes to scale team opera7ons
Ini)al Observa)ons
• Recognized thought leader in content marke7ng
• Strong culture to innovate & iterate to drive product adop7on
• Methodical processes for early stage organiza7on
The Kapost Case Study
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Recommended Play
Surface Customer Advocates After onboarding is complete Screen detailed usage reports to surface hyperactive users in a narrow field. Specialized users can still be strong partners for beta features, thought leadership and general advocacy. Same screening data can be used to target an outbound campaign to drive new feature adoption.
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Recommended Play
Impact Perceived Value After business goals & engagement objectives are aligned Target adoption efforts on the features that drive the customer’s perception of product value. This initiative led us to create a customer maturity model, which includes a customer assessment and correlates business goals to engagement objectives.
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Play Name:
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Lessons Learned:
• When looking to transform a team, turn hearts first. Then processes.
• When relying on multiple systems for your
reporting needs, ensure the core fields for filtering are accessible from all systems.
• One inch, at a time. Start small, but keep
moving forward.
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Winning in 2014!
Think Big Start Small Move>>Fast!
