1. 1. CUSTOMER SUCCESS MANAGEMENT Tips For Building An Efficient Customer Success Team
2. 2. CONTENT Definition Goals & Objectives Roles of the Customer Success Manager Strategies Typical Interaction Points with Customer Key Performance Metrics Q & A
3. 3. DEFINITION
4. 4. GOALS & OBJECTIVES Understanding Customer Goals Developing and Executing Success Plan Check Customers' Usage of Product Continuous Education to Drive Value
5. 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. 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. 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. 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. 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. 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. 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. 12. TYPICAL INTERACTION POINTS WITH CUSTOMER Product Roadmap Discussion
13. 13. EXAMPLE OF PRODUCT ROADMAP
14. 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. 15. THANK YOU FOR YOUR ATTENTION An Bui & Santa Bensone
16. 16. Q & A For Hieroglifs International Services go to: www.hieroglifs.com