triggering success - customer success software · create a ‘baseline services’model ... “low...

©2017 Gainsight. All Rights Reserved.

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Triggering SuccessApplying Automations to the High-Touch World

Shiv MahajanBox

Nora SozaBox

#Pulse2017


Cloud Content Management from Box

Secure document vaults

Content submission and approval

Field worker enablement

Custom digital apps

External and team collaboration

Mobile productivity

Real-time notes for teams

Cloud file shares

Productivity and collaboration

Document retention and disposition

Document workflow

Simplified digital asset management

Custom process integration

The simple and secure way to bring all of your people, information and applications together to revolutionize how you work


Box’s customer base spans all types of customers

Enterprise

SMB & Small Deployments

Free

64%Fortune 500

71kCustomers

40M+Free Users


To support our customers post sales, we have a mature standalone global Customer Success organization

Box Consulting User Services Executive Programs

Customer Success Management

Scaled Engagement Programs Customer Advocacy

Productivity & Operations


Supporting mom-and-pop shops on one side andFortune 100 brands like GE on the other hand

make our lives in Customer Success interesting!


As our customer base has grown, we have faced three main challenges

in scaling CS


Maintaining CSM target ratios is extremely hard with an ever growing customer base

1

Potential

Spen

d

CSM Threshold

Pooled CSM Team(Customer Advisory)

Named Customer Success Manager (CSM)

SMB~100:1

Mid Market~65:1

Enterprise~35:1

Low Touch

HighTouch


Even with our target ratios for CSMs, there are some customers who don’t get much attention

2

CSM’s time per account

Extreme #1Time peanut-buttered across

every customer

Extreme #2Focus on one or two main

customers

RealityLoudest customers win;

many get ignored

Equal Concentrated


High-touch and low-touch CS methodologies have mostly developed in silos

3

Customer Advisory“Low Touch”

Customer Success Management“High Touch”

Lifecycle Emails(e.g., onboarding, sales

handoffs)

Trip-wire Scripts(e.g., admin change)

Early Adoption Program

Continued Adoption Program

EBRs CTAs

Portfolio Assessments Risk Pipeline

… …

©2017 Gainsight. All Rights Reserved.©2017 Gainsight. All Rights Reserved.

As part of this past year’s planning cycle, we challenged ourselves to think differently and to

become more efficient


Automated OutreachListen for “Trip-Wires”

Email

Follow Up Call

Customer Advisory – our ‘Low-Touch’ pooled program

Inspire Action


1:1 OutreachCSM Dependent

Email

Call

CSM– our ‘High-Touch’ portfolio program

Recreated Every Time


Create a ‘Baseline Services’ modelAn engine built to listen and act creating a new baseline experience for all of Box’s customers


Changing the paradigm

Customer Advisory“Low Touch”

Customer Success Management“High Touch”

Early Adoption Program

Continued Adoption Program

EBRs

Portfolio Assessments Risk Pipeline

… …Baseline ServicesLifecycle

Campaigns(e.g., onboarding, sales

handoffs)

Trip-wire Scripts(e.g., admin change) Macros

Inbound ProgramProgram-specific

CTAs & Campaigns

Program-specific CTAs &

Campaigns

… …


Challenging the ‘High-Touch’ model

Caution: Change management is hard and takes time

Project Charter

Driver & Steering Committee

Sponsor

What’s the problem?

What’s the goal?

Definition of Success

Approaches we took

• Leverage a project charter to gain alignment on Problem and Goals

• Ensure the right people have an active seat at the table

• Roadshows are your best friend J


Suggest OutreachListen for “Trip-Wires”

Email

Follow Up Call

Context: Personalized Automation

Inspire Action


EXAMPLE: Workflow for Admin Change

Admin Change

Suggest OutreachListen for “Trip-Wires” Inspire Action


Build a library of ‘Trip-Wires’

Suggest OutreachListen for “Trip-Wires” Inspire Action

Changein Activity

Non-Payment & more…

NPSAdmin Change


Key Takeaways

Break Silos Challenge“High Touch”

Personalized Automation


Questions to take home

q Do you have a notion of ‘high-touch’ and ‘low-touch’?

q Who're you solving for? CSMs? Pooled-model? Customers?

q Do you have the data and systems to code trip-wires?

q How do you implement this? Do you fully or partially automate?

q How does automation layer into your current outreach model?

q Who runs this?


THANK YOU


#Pulse2017

triggering success - customer success software · create a ‘baseline services’model ... “low...

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