How to Drive Top-Line Growth with Customer Success Management Metrics
Customer Success Management
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Transcript of Customer Success Management
Nick MehtaThursday, May 9, 2013
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Why?
What?
How?NOT
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Why?
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• 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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ABOUT US
Team Investors Clients