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Project Management & Development Team Dynamics

Emilia D’Anzica, May 2015

Agenda

•  Introductions •  My Program Charter & Objectives

•  Development Lifecycle vs. Customer Lifecycle •  How Development fits in Customer Success •  Obstacles

•  What Works •  V2MOM •  Escalation Plans •  Internal & Customer Communication

–  Respect, Tone, Audience

–  Forms of communication –  Speed

•  Resources •  Questions

Business  confiden-al.  All  rights  reserved.  ©  WalkMe.com  

•  Founded in 2011, Launched in April 2012 •  135 Employees in San Francisco and Tel Aviv •  Backed by:

Enterprise Class Guidance & Engagement Platform

About

“Cool Vendor!” “2014 Communications Solution Product

of the Year!” “That Will Change Your

Business”

Adoption & Promotion

Increase conversion & Time to Value

Employee Productivity

Main Use Cases

Reduce incoming

support requests

Shorten onboarding Ensure Knowledge

Retention

Customer Care  

•  I started with my passion for Team building, mentoring coaching at Red

Envelope working with Engineers

•  The Project Management Institute gave me the tools to be successful

•  A Scrum Certification took me a step further with more skills

•  Today I’m at WalkMe in San Francisco

About Me

Hi, I’m Emilia D’Anzica Senior Director, Customer Success at WalkMe @emiliadanzica

Why Coding?

http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action?language=en

✓  Value: Develop onboarding program to show WalkMe value immediately.

✓  Scale: Save CS team time, provide a consistent experience and enable better communication between client & WalkMe.

✓  Implement onboarding: SLA with 60 days of 1-1 onboarding assistance in order to maintain momentum and ensure a scalable program.

✓  Client Focus: Move away from ad hoc onboarding & instead, focus on faster ROI that align with client goals and strategies.

✓  Education: WalkMe Education introduced early & completed in timely manner.

My Team Program Charter & Objectives

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1. PMI Project management A. Waterfall: linear approach to software

development. B. Agile: Agile is a philosophy that uses

organizational models based on people,collaboration, and shared values.

2. Scrum: an iterative and incremental agile software development methodology for managing product development. Team based approach & development 3. Other: extreme types of coding & development work

Development Lifecycle - *Can vary at each company

Customer Lifecycle: Big Picture

Dev & PS are KEY to Customer Success

First Value

Grow Value

Expand Functionality

Increase Usage

Increase Usage

Ongoing Value

Ongoing Value

Decrease Value

Decrease Value Churn

Churn

Churn

•  WalkMe Masters are key to each step of the Customer journey!

ONBOARDING - getting the customer up and running full speed

DELIVERING VALUE - Monitoring customers account health; keeping them in the green

RELATIONSHIP MANAGEMENT - preparing the customer for renewal and upset

Start

TRAINING - Increasing adoption and number of users

SUPPORT - Troubleshooting technical difficulties, conduit to your product team

What are your biggest challenges?

Time Constraints

Internal Communication

External Communications

Cultural Differences

Time Differences

Your Boss!

Work/Life balance

Being open to change

?

V2MOM

V2MOM 1. Values

A.  World-class organization B.  Time to market C.  Functional D.  Usability E.  Value-added partnerships

2. Method A.  Hire the team B.  Finalize product specification & technical architecture C.  Rapidly develop the product specification to beta & production stages D.  Build partnerships with big e-commerce, content, & hosting companies E.  Build a launch plan F.  Develop exit strategy: IPO/acquisition

3. Obstacles A.  Developers B.  Product manager/business development person

4. Measures A.  Prototype is state-of-the-art B.  Hight-quality functional system C.  Partnership are online and integrated

Marc Benioff

Clear Escalation Plans

Clear Internal, Cross-Functional

& Customer Communication

Respect, Tone, & Audience

SFDC, Chatter, Yammer, & Bug systems

Speed!

Additional Dev Training

How to Write a Perfect Email in English!

•  How to communicate with customers is Key •  ALL caps is equal to YELLING at your customers.

Although emails are often seen as less formal than printed business letters, in the business world you cannot afford to let your language appear to be informal. Email may be faster and more efficient, but your client or business partner will not easily forgive correspondence that is too casual. Not to fear! Read on to discover simple secrets that will add a high level of professionalism to your English emails.

1.  Always include a relevant Subject Line: Your Email needs to catch the attention of the reader explaining why you are emailing them. Example: Request for more information about your Editor Account at WalkMe

How to Write a Perfect Email in English! - Continued

2. Begin with a greeting: It's important to always open your email with a greeting, such as "Dear Lillian,". Thank the recipient: If you are replying to a client's inquiry, you should begin with a line of thanks.

3. State your purpose: If, however, you are initiating the email communication, it may be impossible to include a line of thanks. Instead, begin by stating your purpose. For example, "I am writing to enquire about …" or "I am writing in reference to …" It's important to make your purpose clear early on in the email, and then move into the main text of your email. Remember to pay careful attention to grammar, spelling and punctuation, and to avoid run-on sentences by keeping your sentences short and clear.

Example: if someone has a question about your company, you can say, "Thank you for contacting ABC Company." If someone has replied to one of your emails, be sure to say, "Thank you for your prompt reply." or "Thanks for getting back to me." If you can find any way to thank the reader, then do. It will put him or her at ease, and it will make you appear more courteous.

How to Write a Perfect Email in English! - Continued

4. Closing remarks: Before you end your email, it's polite to thank your reader one more time as well as add some courteous closing remarks. You might start with "Thank you for your patience and cooperation." or "Thank you for your consideration." and then follow up with, "If you have any questions or concerns, don't hesitate to let me know." and "I look forward to hearing from you."

5. End with a closing: The last step is to include an appropriate closing with your name. "Best regards," "Sincerely," and "Thank you," are all professional. It's a good idea to avoid closings such as "Best wishes," or "Cheers," as these are best used in casual, personal emails. Finally, before you hit the send button, review and spell check your email one more time to make sure it's truly perfect! - See more at: Englishtown.com/community

Additional Resources

•  Agile vs. Waterfall :

http://www.seguetech.com/blog/2013/07/05/waterfall-vs-agile-right-development-methodology

•  PMI.org

•  Scrum.org

•  Ted talk by Amy Cuddy:

http://www.ted.com/talks/amy_cuddy_your_body_language_shapes_who_you_are?

language=en

•  Ted talk by Simon Senek:

http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action?language=en

•  Meet Ups

•  LinkedIn resources

“Complexity is your enemy. Any fool can make something complicated. It is hard to make something simple.” - Richard Branson

Final thought

 ©  Copyright  2014  WalkMe  Inc.  Confiden-al    

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