For Customer Success Leaders

Grow a Healthy Business with World-Class Customer Success

October 2014

Dylin Webster, Director of Customer Success

The World We Live In

1

After 90 days, a non-loyal user has only a 10% chance of becoming a loyal user3

Average years to breakeven on a customer1

10%

90/10

3.1

Increase in customer retention results in a 30% increase in the value of the company2

1 Various analysts, including Bessemer Venture partners, Opexengine and River Cities. 2 Bain & Co. 3 Scout Reesearch

DELIVER

ACQUIRE ONBOARD ADOPT

UPSELL

CROSS-SELL

RETAIN

RENEW

ADVOCACY Customer Lifecycle Management Creates Customers for Life

3

Create customers for life How do you…

harness the right skills & incentives?

foster the mission of customer success?

create the right playbooks for each

customer type?

ServiceSource onfidential Information

How do you harness the right skills & incentives? Develop roles, training, and processes that enhance the customer experience

5

•  Have Customer Success focus on customer usage and realization of value

•  Have Account Management and Renewal teams focus on revenue generation

•  Tailor compensation by role type and objectives

ServiceSource onfidential Information 6


How do you personalize customer interactions? Run the right play at the right time, based on the customer scorecard

8

•  Segment customer base to determine engagement approach

•  Use predictive analytics to perfectly time interactions based on customer behavior

•  Create Success Plans for every customer, based on their individual journey


VIDEO CLIP

9


How do you foster the mission of customer success? Build success into your company DNA through transparency and accountability

11

•  Define what “success” looks like and how you feed into cross-functional groups

•  Measure everything (leading/lagging indicators) and include in team KPIs

•  Create feedback loop to continuously optimize plays and campaigns

•  Frequently hold learning sessions to educate the organization on the customer


VIDEO CLIP

12

13

Create customers for life How do you…

Harness the right skills & incentives to handle high-

volume engagements

foster the mission of customer success to grow value and

rally support

create the right playbooks for each customer type to

personalize and scale engagement

Thank you!

14

Join ServiceSource and Salesforce

Run Best-in-Class Customer Success on Salesforce1 Wednesday, 2:30 - 3:10pm Marriott Marquis - Foothill G1, G2 Contact me [email protected] (413) 221-1788

To learn more:

ServiceSource Confidential Information

Poll

1. Within Services (Customer Service, Support, Pro-Serv) 2. Within Sales 3. Underneath a Chief Customer Officer 4. Other 5. We haven’t decided yet

15

Where does your Customer Success team sit in the organizational structure?


Poll

16

How do your teams know when to engage a customer?

1. We typically firefight as needed 2. We have regular cadence meetings (monthly, quarterly,

annually) 3. We follow a customer journey map 4. We use data triggers


Poll

1. Operational Cost (OpEx) 2. Sales and Marketing (Fueling growth) 3. Haven’t thought about it 4. Other

17

How do you fund Customer Success currently?

About the Session (Internal Slide) Tuesday, Oct 14 – 11:30am – 1:30pm (Session would start at 12:15pm)

11:30am – DF Keynote session ends. Annabelle’s opens for lunch.

Main restaurant will have grab and go lunch items. Back room (where lunch & learn will take place) will have hot lunch.

12:15pm – Presentation begins

12:45pm – Presentation ends – open for Q&A

1:30pm – DF Keynote session begins.

We are targeting 50 attendees at the lunch and learns.

We are using the furthest room from the restaurant entrance and it is semi-private. Currently there are round tables in there but Denise is determining the restaurant set-up and that might change. It probably won’t be perfectly quiet in the space.

Will likely do electronic polling with phones.

For Customer Success Leaders

Documents

Transcript of For Customer Success Leaders