Transcript of Customer Success Management
- 1. CUSTOMER SUCCESS MANAGEMENT Tips For Building An Efficient
Customer Success Team
- 2. CONTENT Definition Goals & Objectives Roles of the
Customer Success Manager Strategies Typical Interaction Points with
Customer Key Performance Metrics Q & A
- 3. DEFINITION
- 4. GOALS & OBJECTIVES Understanding Customer Goals
Developing and Executing Success Plan Check Customers' Usage of
Product Continuous Education to Drive Value
- 5. ROLE OF CUSTOMER SUCCESS MANAGER Provide usage/adoption
recommendations, risk identification, and mitigation Manage account
portfolio to ensure health and development up adoption ladder
Collaborate to create success plan, drive renewals, escalation
point as needed
- 6. STRATEGIES: COMMUNITY Contact based on e-mails Basic setup
and configuration guidance Connection to community and support
Automated delivery, invintation to live webinar
- 7. STRATEGIES: ENTERPRISE Contact based on calls Review
products Review goals and expectations, evaluate initial readiness
and risks Follow up Escalation of risky account
- 8. STRATEGIES: STRATEGIC Personal contact Introduce resources
and engagement model Begin transition from implementation Introduce
Executive Outreach Program and Sponsor Selection Confirm key
contacts
- 9. TYPICAL INTERACTION POINTS WITH CUSTOMER First Days: Welcome
e-mail/phone call Review roles and responsibilities Regular
check-in to determine progress of rollout
- 10. TYPICAL INTERACTION POINTS WITH CUSTOMER Success Plan:
Develop Success Plan to determine customer's vision and goals for
using product Identify Key Success Metrics
- 11. TYPICAL INTERACTION POINTS WITH CUSTOMER Quarterly Business
Reviews Review values of the product to customer Tie in to Success
Plan Plan Implement Review Update
- 12. TYPICAL INTERACTION POINTS WITH CUSTOMER Product Roadmap
Discussion
- 13. EXAMPLE OF PRODUCT ROADMAP
- 14. KEY PERFORMANCE METRICS Engagement/Account Health % of
accounts that are green Usage metrics of customer NPS/Satisfaction
Reviews NPS scores % of surveys > 3.5 (out of 5)
- 15. THANK YOU FOR YOUR ATTENTION An Bui & Santa
Bensone
- 16. Q & A For Hieroglifs International Services go to:
www.hieroglifs.com