building a customer success program
TRANSCRIPT
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?