Pulse2016 Stories of Big League Customer Success · 2019-09-16 · ©2015 Gainsight. All Rights...
Transcript of Pulse2016 Stories of Big League Customer Success · 2019-09-16 · ©2015 Gainsight. All Rights...
©2015 Gainsight. All Rights Reserved.
Stories of Big League Customer Success from Cisco and IBM
RICHELLE DEVEAUAccenture
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Your panelists
• Senior Director of Global Customer Success
Ed Daly, Cisco
• VP, Worldwide Go To Market Leader, Silverpop
Pam Woehrle, IBM
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Ed Daly: Fun fact…or fun fiction
Chemist? Triathlete?
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Pam Woehrle: Fun fact…or fun fiction
• I started running in my 40's and have run three half marathons
OR
• Fluent in three languages: • English• Italian (language of my family)• French (year abroad in college)
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1. HOW DID CUSTOMER SUCCESS GET STARTED IN
YOUR ORGANIZATION?
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Getting started with Customer Success
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Getting started with Customer Success
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2. WHAT IS THE SCOPE OF YOUR CUSTOMER
SUCCESS FUNCTION?
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Scope of your Customer Success function
Value Realization
Differentiation
Extend
Expand
New
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Scope of your Customer Success function
Selling & Discovery
PIPELINE to PRODUCTION
Transition Call CustomerWelcome Provisioning Onboarding Production
Customer
New Customer
CLIENT ADOPTION: WHO, WHAT & HOW
New User (Turnover) New Exec Skills: Badging User Groups Amplify
Conference
Contracting Flexibilty
RENEWAL, UPSELL, EXPANSION
New Divisions Business Growth Programs Seeing Tours QBRs Refuse to Lose
War Room
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3. HOW HAVE YOU DEMONSTRATED THE
VALUE / ROI OF CUSTOMER SUCCESS?
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Demonstrating ROI of Customer Success
Offer X Usage Leads Renew % Growth % New solutions $
Lower delivery costs
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Demonstrating ROI of Customer Success
LTV: The Lifetime Value of a typical customer
CAC: The Cost to Acquire a typical Customer
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4. HOW ARE YOU SCALING YOUR CUSTOMER
SUCCESS ORGANIZATION?
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Scaling your Customer Success Organization
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Scaling your Customer Success Organization
• Headcount Investment in Customer Renewal• Every Renewal Matters• Upsells can no longer mask renewal shortfalls• Early Warning – Get 2-3 quarters ahead of renewal risk• Sales doesn’t OWN Retention• Executive Focus on Customers: More than just Demand Gen
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5. WHAT’S NEXT?
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What’s next?
• New Cross Department Processes• Provisioning/Onboarding – the first “120 days” • Early Warning System (Red/Yellow/Green)
• Volumes• Usage• Support
• Transparency: Up and Across
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Q&A
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THANK YOU