agile customer success: changing the way customer success teams work
DESCRIPTION
My presentation from Gainsight Pulse Customer Success Conference May 2014. How do we create an amazing customer experience for a new category start up at Influitve? We went agile! Agile Customer Success is all about maximizing the few resources you have, working efficiently and as a team on specific areas, empowering your customer success team and providing your customers with best experience possibleTRANSCRIPT
Chad Horenfeldt - @ChadTev
Influitive helps B2B marketers recruit, mobilize and recognize an army of advocates that outsell the best sales reps.
Who we are:• Founded in 2010 • HQ in Toronto, Palo Alto• Private, VC backed,
>$11M raised
Director, Customer Operations,
Advocate Marketing Expert
Agile Customer Success
Our Challenges:
• New category – we’re writing the
book on advocate marketing
• Customers need to see value
QUICKLY
• Continuous increase in customers
• Extremely driven team
• Create an environment of learning
• Few resources
Agile CS is Born!
Agile Customer Success Methodology
Our Output
• Data driven recommendations
• More efficient onboarding
• Blog posts
• Surveys
• Knowledge base articles
• Bi-weekly customer webinars
• Short tip videos
• Improved product adoption
• Product enhancements
Results: Turning customers into advocates