Nick MehtaThursday, May 9, 2013

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Why?

What?

How?NOT

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Why?

5

• Product / Service Usage

• Survey Responses

• Payment History

• Support Interactions

• Community Forum Involvement

• …

DIGITAL FOOTPRINT

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BIG DATA TECHNOLOGIES

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CHANGING BUSINESS MODELS

Per-Year

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CHANGING BUSINESS MODELS

Per-Cycle

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CHANGING BUSINESS MODELS

Per-Click

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CHANGING BUSINESS MODELS

Friction for a Customer to

Join

Friction for a Customer to

Leave

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CHANGING BUSINESS MODELS

Vendor Success

Customer Success

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CHANGING BUSINESS MODELS

Vendor Success

Customer Success

Vendor Success

Customer Success

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What?

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M A R K E T I N G

S A L E S

R E T E N T I O N

Unexpected Churn

Missed Up-sell

Costly Scaling of Team

RETHINKING THE REVENUE FUNNEL

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M A R K E T I N G

S A L E S

R E T E N T I O N

RETHINKING THE REVENUE FUNNEL

61%of

REVENUE

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IT’S NOT JUST AN ORGANIZATION…

Marketing

Sales

ServicesSupport

Customer Success

Renewals

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…IT’S AN ATTITUDE

Retention

Adoption

Influence

Satisfaction

Engagement R A I S E

Customer Success

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How Not?

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7 Customer Success Fails

Fail #1:No Buy-In and

Owner of Customer Success

Fail #2:Relabeling

Account Managers or

Support

Fail #3:Giving CSMs

Individual Quotas

Fail #4:Not Aligning

Effort to Revenue

Fail #5:Treating All

Customers the Same

HighTouch

Low Touch

No Touch

Fail #6:Starting at the

Renewal

Fail #7:Missing the Full

View of the Customer

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