Customer  Successwithout  Friction

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A  little  more  about  my  background

• CEO  of  Enterprise  Resource  Planning  software  company  sold  to  Computer  Associates  (NYSE:CA)• Ran  the  global  services  team  with  30+  FTE• VP,  Mid-­‐Market  Sales  at  Sage  (London:SGE)  with  $150M  quota  and  50+  FTE• VP,  Customer  Success  (2010)  at  Jobvite as  employee  #30  after  Series  B  funding  and  scaled  team  10X;  then  VP/GM,  International  (2014)

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CSM VP, CS

Let’s  Have  Some  Fun!

• Everyone  stand  up  and  took  a  good  look  around  you• Sit  down  if  you’ve  been  in  a  Customer  Success  role  for  1  year  or  less• Sit  down  if  you’ve  been  in  a  Customer  Success  role  for  3  years  or  less• Sit  down  if  you’ve  been  in  a  Customer  Success  role  for  5  years  or  less

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Renaissance:  Struggles  to  Enlightenment

•Outlining  the  customer  journey•Defining  your  department  strategy•Building  your  team

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Renaissance:  Classical  Model  of  Reason

•Align  customer  segmentation  with  strategic  goals• Establish  your  metrics  early;  periodically  re-­‐evaluate•Get  into  the  habit  of  measuring  results  each  week• Include  metrics  for  each  part  of  the  customer  journey

§Onboarding§Support§Retention§Renewals

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•People’s  Choice:  Favorite  Customer  Service

• Best  Front  Line  Support

• Best  CS  Department

1st Stevie  Award  Wins

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How  Did  We  Win  Our  1st Stevie  Awards?

• Frictionless  support:  toll-­‐free  phone,  @JobviteCares,  email,  portal•Real-­‐time  System  Status  page  •Created  dedicated  Account  Management  team  with  outstanding  results  in  retention• Established  customer  health  scorecard  – shared  internally  and  externally

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Industrial:  Fighting  to  Scale

• Feeling  like  you  never  have  enough  resources•Understanding  the  cost  of  customer  retention•Continuously  improving  your  service  offering

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Industrial:  Metrics  that  Matter  

• Elapsed  Time  and  hours  to  Onboard• Time  to  Value•Utilization  (Trained,  Frequency,  Adoption)•Customer  Satisfaction•Customer  Health  (shared  Internally  &  Externally)•Net  Promoter  Score•Churn:  Controlled  vs.  Uncontrolled

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Customer Service Manager of the Year

How  Did  We  Win  Our  2nd Stevie  Awards?

• Increased  support  hours  from  6am-­‐3pm  to  24x5• Implementation  of  real-­‐time  chat•Deployment  of  transactional  customer  satisfaction• Improvement  in  Customer  Satisfaction  and  NPS

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Best Customer Success Department

Best Front Line Support Team

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Information:  Using  Data  to  Scale

• Implement  technology  tools•Knowing  where  to  put  which  CSM  resource  when•Maximize  the  value  of  your  product/platform  through  up-­‐selling  and  cross-­‐selling•Ability  to  run  your  playbook  to  ensure  customers  for  life

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How  Did  We  Win  Our  3rd Stevie  Award?

•Continued  improvement  and  focus  on  CSAT• Implementation  of  WalkMe• Investment  in  a  positive  culture

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Customer Success Department of the Year

6 Steps  to  Customer  Success  Bliss

1. Establish  your  vision  and  communicate  it  often2. Define  the  customer  journey  for  your  offering3. Hire  only  team  members  that  fit  your  culture4. Track  your  metrics  (cost,  hours,  elapsed  time)5. Strive  for  continuous  improvement6. Invest  in  technology  to  scale

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You  Can  Do  This!

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