elevating customer outcomes: successful partnering between … · 2019. 9. 16. · elevating...

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Elevating Customer Outcomes: Successful Partnering between

Customer Success and Professional Services

Keith Roller RVP,

Professional Services

NewVoiceMedia

Marco Aurelio VP, Global Customer

Services Delphix

Judith Platz VP Research

TSIA

Kate Zartarian Director of Customer

Success Crimson Hexagon


Describe your process for customer handoff from Professional Services to Customer

Success.


Customer Success Group Framework

NewVoiceMedia


•  United Organization -> CSG (Customer Success

Group) organization •  PS •  PM •  CSM

NewVoiceMedia Point of View

•  Customer Lifecycle Management process = Formalized deployment methodology + Customer success methodology

•  Linked with defined handoffs as we move the client through the first implementation thru the adoption lifecycle.

Delphix Point of View Crimson Hexagon Point of View

•  Our processes ensure a smooth transition to and from our professional services team

•  Roles and responsibilities are clearly defined

•  Success criteria is properly documented


How involved is Customer Success in Professional Services engagements in your

organization?


•  Currently we have a blended model.

•  Our Customer Success team does Program Management for deployments AND classic Customer Success. This was done for scale.

Delphix Point of View

•  Continuing to reiterate that our CSG organization is all encompassing of resources with varying focus points.

•  Collective team is measured on comprehensive metrics and measures.


Crimson Hexagon Point of View •  CSMs play a secondary

role during professional services engagements

•  Our coaches, analysts, consultants, and customer architects provide key services during specific moments in a customer’s lifecycle. We want to ensure our SMEs take center stage


Are your Professional Services engagements tied to Customer Success outcome metrics?



•  We offer services enablement packages, education, and custom offerings

•  Milestone metrics •  Total time to kickoff •  Total Time to

Infrastructure Complete

•  Total Time to First Value

•  Project Complete

Delphix Point of View Crimson Hexagon Point of View •  Focus on ROI – the

end outcome •  Meet interim

deliverables are met •  Ultimate success of

our engagements is based on the business decisions our clients make. Focus, collectively, on the end outcome – ROI.

•  Accelerated WIP •  Customer Advocacy •  Churn


Explain how Customer Success and Professional Services collaborate to create specific offers covering the full customer

lifecycle.


•  Outline key success factors in our SOWs to capture the key benefits

•  Ensure success criteria defined and how the CSM will continue to develop and refine that ongoing

•  Delivering and operating in partnership with common goals

•  Packages for each of the varying subscription services as well as tailored and bespoke offerings



•  Enablement Packages to promote speedy adoption for initial ‘land”

deals

•  “Health Checks” to validate installation health (usually non-billable)

•  Customized Services offerings for more complex deployments, performance troubleshooting, etc.



Crimson Hexagon Point of View •  Use customer churn and upsell data to identify key areas of weakness

and opportunities

•  Developed professional services offerings to accelerate adoption and time-to-value for customers

•  We measure the effectiveness of our offerings via EBRs and health

scores


For those offers, could you share how you have packaged and priced them?



•  Enablement Packages ($10K - $40K)

•  Custom Implementation Packages


Crimson Hexagon Point of View

•  Consistent of processes define through a set of milestones and associated deliverables.

•  Each package has varying time allocations per milestone associated to the deliverables of the overall package.

•  Knowledge transfer and successful go-lives are key to all deployments.

•  Coaching Programs (included in base subscription package)

•  Getting Started Packages (added to base package at time of sale)

•  Customized Reports (as-needed)

•  Consulting Engagements (as-needed)


Thank you

Please insert contact information should you wish to share

Keith Roller RVP, Professional Services

New Voice Media keith.roller@

newvoicemedia.com 214-629-7894

Marco Aurelio VP, Global Customer

Services Delphix

[email protected] 510-409-3568

Judith Platz TSIA

Vice President Research – CS & SS [email protected]

(703) 624-4155

Kate Zartarian Director of Customer

Success Crimson Hexagon

[email protected]

elevating customer outcomes: successful partnering between … · 2019. 9. 16. · elevating...

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