building a customer success program

Los Angeles Customer Success

Professionals

FIST BUMP

THANKS

@Palumbo #LASuccess

Who is this guy? And why should we

listen to him?

Joseph PalumboCustomer Success Leader

Building a Customer Success Program (from the Ground Up)

Presenter Joseph Palumbo Manager, Customer Success @ Media Temple

I’m supposed to build a customer

success program?

How do I do that?

Where do you start?

Use Customer Success Methodology to create your Customer Success Program

Define Success!

Objective

Subjective

Qualitative

Quantitative

What are Customer Success metrics?

Fight Churn Increase Revenue Customer Loyalty

The usual suspects

We turn revenue…

…into profit

Follow the Scientific Method

State the problem you’re trying to solve

Solve the problem you have, not the one you want

ObjectiveAction

Define customer health

Usage Stats

Support Interactions

Invoices Paid NPS+ + +

Define Success!Measure Success!

If you can invest in a dedicated system invest in Customer Loyalty

Customer LoyaltyNPS vs. CSAT

Where does your team fit in the organizational chart?

CEO

Board of Directors

SupportSales Marketing IT Product

CRO CIO COO

Customer Success

BUILDING YOUR TEAM

How big of a team do you need?

Who is on your team?

How to hire for your team?

Zappos knows if they’re going to hire you in the first minute of you interview. You will literally SH#T yourself when you find out how!

Eagerness to help

Segment Your Customers

Build a strategy for each segment

80% PROACTIVE20% REACTIVE

Invest in ONBOARDING

Write a Customer Success playbook

Sales Onboarding Configuration/Optimization Renewal

Assist with sales process Formal onboarding Product Performance

Review Annual Business Review

New contact introduction

Sample Customer Journey + Playbook

Solving the Engagement Problem

Customers have been trained to ignore a lot of communication from companies … You need to make yours different

Communication Strategy

Keep it simple, concise!

ENGINEERINGSOCIALFOR CUSTOMER SUCCESS

What’s the headline?

What’s in it for the customer?

Call with a purpose

Call with a purpose value

“I can save you 15% over the next year”

tl;dr

Write in the active tense!

3I try to keep my email to 3 short sentences.

People don’t like to read long, complicated sentences.

End with a point or question.*

*Otherwise known as a call to action

“just checking in”😒🔫

Your customer’s business is larger than your relationship

Omnichannel Engagement

The most important equation for Customer Success

Right Message + Right Time

Building outside your team!

You can’t build a customer success TEAM

You have to build a customer success ORGANIZATION

What’s in it for them

What do you need from them

Define ROI to leaders

Customer Success Roadshow

Understanding Quarterly Business Review

Strategy

Give Analysis, Not Data

The customer must define success

Criteria

How they’re measuring it

Timeline to achieve

3 Elements to Defining Success

“I want to increase revenue by10% by the end of the year”

“I want to increase revenue by10% by the end of the year”

Write a good mission statement

Simplicity-as-a-ServiceSimplicity-as-a-Service removes the complexity of business and

technology using simple solutions, straightforward communication and a clear vision of success for each customer.

Simplicity-as-a-Service inspires our customer to see what is possible and empowers them to achieve it.

Questions?