CUSTOMER SUCCESS MANAGEMENT Tips For Building An Efficient Customer Success Team
Transcript
1. CUSTOMER SUCCESS MANAGEMENT Tips For Building An Efficient
Customer Success Team
2. CONTENT Definition Goals & Objectives Roles of the
Customer Success Manager Strategies Typical Interaction Points with
Customer Key Performance Metrics Q & A
3. DEFINITION
4. GOALS & OBJECTIVES Understanding Customer Goals
Developing and Executing Success Plan Check Customers' Usage of
Product Continuous Education to Drive Value
5. ROLE OF CUSTOMER SUCCESS MANAGER Provide usage/adoption
recommendations, risk identification, and mitigation Manage account
portfolio to ensure health and development up adoption ladder
Collaborate to create success plan, drive renewals, escalation
point as needed
6. STRATEGIES: COMMUNITY Contact based on e-mails Basic setup
and configuration guidance Connection to community and support
Automated delivery, invintation to live webinar
7. STRATEGIES: ENTERPRISE Contact based on calls Review
products Review goals and expectations, evaluate initial readiness
and risks Follow up Escalation of risky account
8. STRATEGIES: STRATEGIC Personal contact Introduce resources
and engagement model Begin transition from implementation Introduce
Executive Outreach Program and Sponsor Selection Confirm key
contacts
9. TYPICAL INTERACTION POINTS WITH CUSTOMER First Days: Welcome
e-mail/phone call Review roles and responsibilities Regular
check-in to determine progress of rollout
10. TYPICAL INTERACTION POINTS WITH CUSTOMER Success Plan:
Develop Success Plan to determine customer's vision and goals for
using product Identify Key Success Metrics
11. TYPICAL INTERACTION POINTS WITH CUSTOMER Quarterly Business
Reviews Review values of the product to customer Tie in to Success
Plan Plan Implement Review Update
12. TYPICAL INTERACTION POINTS WITH CUSTOMER Product Roadmap
Discussion
13. EXAMPLE OF PRODUCT ROADMAP
14. KEY PERFORMANCE METRICS Engagement/Account Health % of
accounts that are green Usage metrics of customer NPS/Satisfaction
Reviews NPS scores % of surveys > 3.5 (out of 5)
15. THANK YOU FOR YOUR ATTENTION An Bui & Santa
Bensone
16. Q & A For Hieroglifs International Services go to:
www.hieroglifs.com