5 steps

Customer Success

to phenomenal

Think1

Start with definitions and uncover the

true meaning of your customer success

caution - it might run deeper than your company’s strategyanother caution - your customers don’t necessarily know the answer

Think1

LoginsNPS

CSATNegative Net Churn

Adoption

Weekly Active Users

Health Score Average

Feature Discovery

Usage

Think1

SUCCESS

BASE 7

ReasonBe the undisputed #1 Sales Software Choice

for Sales Leaders

Goal

Effort & Skill

Reach / Path

DesignReverse Engineering Success2

Process

Technology

People

Leads

Training

Motivation

SourceAnalysi

s

Structured

Data

Data Quality

Sales Model

Sales Productiv

ityWorksho

p

Lead Distribut

ion

BASE 11

Sales Productivity Workshop

The Sales Machine Model

LeadsRevenue

f=revenue/leadover time

L x %Lw x %Lwc x %Ow x %WR x Avg ($Deal)

Q L

Number of Leads

% of Leads Worked

% Leads worked converted to opportunities

% of opportunities worked

% Win rate for worked opportunities

Average Deal Size

BASE 12

Sales Productivity Workshop

Building a Sales Machine: The Sales Competency Model

P R E D ICTABIL ITY

P R OC E SS C ON S ISTENCY“We’re doing the same thing every

time”

Accuracy

Visibility

Structure

Insights and improvements

A D OP TION & D A TA QU A LITY“We’re fol lowing the process correctly”

P R OC E SS“We understand the way we need to sel l”

External Customer Success Metrics

Build3

Building a Success Organization

• Start with values - success is a value-driven practice

• Design for customer experience - own the complexity

• Specialize early - you’ll get things right faster

• Define measurable, repeatable processes

• Automate stable processes

Visualize ProcessesMake it easy to remember and follow

Measure (like a hawk)4

Measuring Success Organization• No data, no reality

• Data-informed, not data driven

• Start simple and with high quality data

• Work in cohorts

• Segment by what matters (not ARR/ACV…)

• Make it personal

• Make it visible

…and hire a customer success data analyst

Engage5

Engaging

• “5 badges a month” rule

• Discuss your ideas with customers

• Work slower and deeper - design for long lasting impact

• Fight the internal fight when needed

• Walk in you customer shoes for a day

Don’t do WEED6

tal@getbase.com