how not to grow a customer success team in a startup
DESCRIPTION
Customer Success Play by Ryan Engley, Director of Customer Success at Unbounce, at the 2014 Customer Success Summit.TRANSCRIPT
READY?
Customer Success Summit ! ! @ryan_engley
HOW!not!
TO GROW A CUSTOMER SUCCESS
TEAM IN A STARTUP
Customer Success Summit ! ! @ryan_engley
photo of old Unbounce
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley Image courtesy Totango: http://blog.totango.com/2013/09/pro-customer-company-is-all-about-first-value/
Much Trials
So Targets!
How Customers
WOW
19%
Customer Success Summit ! ! @ryan_engley
1
PEOPLE HAD NO IDEA WHAT CUSTOMER SUCCESS DID
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
wha’!happen?
2
WE COULDN’T MEASURE THE CUSTOMER SUCCESS TEAM’S IMPACT
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
Called all new trials
Surveyed Customers
NPS Monitored user behaviour
Engaged inactive customers
Onboarded with lifecycle emails
Actually answered the phone
Shared feedback with product team
Solved bugs with QA
Live Chat Sent swag
Hosted meet ups
Monitored Churn
Newsletter Demos
Customer Satisfaction!
96%
3
MY TEAM WASN’T MOTIVATED
Customer Success Summit ! ! @ryan_engley
How do you build a motivated customer success team!that visibly & measurably!contributes to your company’s success?
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
Don’t Focus on What You Do
Customer Success Summit ! ! @ryan_engley
(nobody cares)
1
Customer Success Summit ! ! @ryan_engley
BUILD YOUR OWN CUSTOMER LIFECYCLE
2
MEASURE KPIs BETWEEN EACH PHASE
Customer Success Summit ! ! @ryan_engley
3
BUILD YOUR TEAMS AROUND YOUR KPIs
Customer Success Summit ! ! @ryan_engley
CUSTOMER SUCCESS
is
COMPANY SUCCESS