PowerPoint Presentation

Customer Success ManagementTips For Building An Efficient Customer Success Team

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ContentDefinitionGoals & ObjectivesRoles of the Customer Success ManagerStrategiesTypical Interaction Points with CustomerKey Performance MetricsQ & A

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Definition

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Goals & objectives

Understanding Customer Goals

Developing and Executing Success Plan

Check Customers' Usage of Product

Continuous Education to Drive Value

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role of customer success manager

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strategies: communityContact based on e-mailsBasic setup and configuration guidanceConnection to community and supportAutomated delivery, invintation to live webinar

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Strategies: EnterpriseContact based on callsReview productsReview goals and expectations, evaluate initial readiness and risksFollow up Escalation of risky account

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strategies: StrategicPersonal contactIntroduce resources and engagement modelBegin transition from implementationIntroduce Executive Outreach Program and Sponsor SelectionConfirm key contacts

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typical interaction points with customerFirst Days:Welcome e-mail/phone callReview roles and responsibilitiesRegular check-in to determine progress of rollout

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typical interaction points with customerSuccess Plan:Develop Success Plan to determine customer's vision and goals for using productIdentify Key Success Metrics

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typical interaction points with customerQuarterly Business ReviewsReview values of the product to customerTie in to Success Plan

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TYPICAL INTERACTION POINTS WITH CUSTOMER

Product Roadmap Discussion

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Example of Product Roadmap

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Key performance metricsEngagement/Account Health% of accounts that are greenUsage metrics of customerNPS/Satisfaction ReviewsNPS scores% of surveys > 3.5 (out of 5)

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Thank you for your attentionAn Bui & Santa Bensone

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Q & A

For Hieroglifs International Services go to: www.hieroglifs.com

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