aligning customer support and success: a workshop
Post on 09-Feb-2017
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ALIGNING CUSTOMER SUPPORT AND SUCCESSA workshop to align, onboard, educate
Paul ReevesVP, Customer Success
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AGENDA
• Introduction• Workshop intro• Agenda building• Execute!
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INSTRUCTIONSHow to use this workshop to align, onboard, and educate teams
• This presentation contains both blank and completed copies of different facets of departmental design for Support and Success• Use the empty copy to introduce the topic• Allow team members to contribute ideas individually or
in groups (Collect ideas on sticky notes)• As a team, vote on or prioritize the ideas
• Recommended: • Set expectations in advance; is the workshop for
discovery, or onboarding? • Make it clear before you start.
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ICE BREAKERAdjectives to describe…
• ?? • ??SuccessSupport
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ICE BREAKERAdjectives to describe…
• Responsive• Scripted• Transactional• Low touch• Affordable• Heroic• Critical• Efficient
• Proactive• Less scripted• Relationship-based• High touch• Expensive
SuccessSupport
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CUSTOMER JOURNEYWhere and how do Support and Success fit in?
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What’s the
point?
Many teams are part of the value journey. Where are our teams?
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MISSIONYour mission unifies your tea with shared purpose and principles.
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TEAM MISSIONWhat is the purpose of my team?
o ??
o ??
o ??
o ??
SuccessSupport
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TEAM MISSIONWhat is the purpose of my team?
o Answering questions
o Solving problems
o Help customer realize value
o Ensure product/service
usage/adoption
o Secure renewal
o Help customer realize value
SuccessSupport
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KPIsHow do you know if you are achieving your mission?
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KPIsWhat metrics do you own?
o ??
o ??
o ??
o ??
SuccessSupport
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KPIsWhat metrics do you own?
Productivity metrics:
o # tickets handled per period
o Average response time
o Average resolution time
o # customer quotes/feedback
Efficacy metrics:
o Customer satisfaction
o SLA compliance
o Average # touches/reopens
Productivity metrics
o # interactions
(week/month/quarter)
o % of customers onboarded on
time
o # customer quotes/feedback
Efficacy metrics
o % of customers onboarded
effectively
o % feature usage
o Growth/renewal (% or $)
o % advocates/power users
SuccessSupport
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RESPONSIBILITIESWhat does your team do everyday to achieve their mission?
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RESPONSIBILITIESWhat does your team do everyday?
o ??
o ??
o ??
o ??
SuccessSupport
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RESPONSIBILITIESWhat does your team do everyday?
o Resolve inbound customer
inquiries
o Collaborate with internal team
to resolve issues.
o Create and maintain knowledge
base articles
o Be the primary point of contact
o Build and maintain a relationship
with the customer
o Educate customers
o Conduct business reviews
SuccessSupport
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COMPETENCIESWhat skills, and knowledge do we have to have?
$
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COMPETENCIESWhat do you have to know/be able to do well?
o ?? o ??
SuccessSupport
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COMPETENCIESWhat do you have to know/be able to do well?
o Ownership
o Listening and
understanding
o Written communication
o Oral communication
o Positive communication
o Troubleshooting
o Relationship building
o Results-driven
o Conflict resolution
o Meeting facilitation
o Project management
o Persuasiveness
SuccessSupport
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ORG CHARTHow are we organized?
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HOW ARE WE ORGANIZED?
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Thank You
• Thanks to the following professionals for feedback• Alexis Jenkins, Customer Experience Manager at
HoneyBook• Julie-Jennifer Nguyen, Enterprise Success at Segment• Adam Ward, Customer Success at Zendrive
• You can find a copy of this deck on Slideshare.net:
THANK YOUS
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