| Date post: | 17-Oct-2014 |
| Category: |
Business |
| View: | 351 times |
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Produced by Customer Success Summit 2014
Customer Success Summit 2014
Using Product Insight to Drive the ROI of Customer Success Brian Norusis e-Builder VP – Customer Success [email protected]
Produced by Customer Success Summit 2014
About Me…
Brian Norusis Vice President - Customer Success e-Builder Implementation, Customer Support, Customer Success, and Managed Services
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www.linkedin.com/in/ bnorusis/
h4p://www.so7ware-‐adop:on.com/
Produced by Customer Success Summit 2014 3
Who is e-Builder?
• Leading provider of CPMS for owners for 19 years
– Over 250 owner clients and 35,000 + users
• 100+ employees in Planta<on, FL
• 100% Owner Focus – Government
– Educa:on K-‐12
– Healthcare
– Higher Educa:on
Produced by Customer Success Summit 2014
The Opportunity
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Produced by Customer Success Summit 2014 5
SaaS CPMS
Produced by Customer Success Summit 2014 6
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Life Safety Consultant"
Hardware Consultant"
Testing & Inspection"
Civil Engineer"
Sanitary "Engineer"
Structural Engineer"
Mechanical Engineer" Graphics &
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Interiors Architect"
Parking Consultant"
Network Consultant"
Electrical Engineer"
Security Consultant"
Traffic Engineer"
Roofing Consultant"
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Kitchen Consultant"
Food Service"
Geo Tech Consultant"
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Soil Treatment"
Millwork"
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Fire Stopping"
Clean Up"
Masonry"
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Fencing"
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Formwork"
Clearing & Striping" Reinforcing"
Concrete"Grading & Excavation" Plumbing"
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Misc. Iron & Steel "
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Ornamental Iron" Vacuum
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Painting"
Roof Hatches"
Carpeting"
Electrical"
Rough Framing"
Skylights"
Stucco & Plaster"
Casework"
Glass & Glazing"
Drywall"Flagpoles"
Fire Protection"
Finish Carpentry"
Tile"
Insulation"
Curtains & Blinds" Counter
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Building Specialties"
Paving"Roofing"
Metal Fabrications"
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Wall Coverings"
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Produced by Customer Success Summit 2014
PLAY #1: Results Based Marketing
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Campaign Begins
Email Name Sent Delivered % Delivered Opened % Opened Clicked % Clicked 2014 - 2 Chicago - Client Summit.Email 1 - Invitation 1 - Save the Date 175 141 80.6% 51 36.2% 11 7.8% 2014 - 2 Chicago - Client Summit.Email 2 - Invitation 2 167 133 79.6% 24 18.0% 1 0.8% 2014 - 2 Chicago - Client Summit.Email 3 - Invitation 3 166 133 80.1% 33 24.8% 6 4.5% 2014 - 2 Chicago - Client Summit.Email 4 - Invitation 4 164 131 79.9% 26 19.8% 2 1.5% Maintenance Release - February 2014.Maintenance Release - Feb 2014 399 395 99.0% 160 40.5% 71 18.0% Q1 2014 Release.Q1 2014 - Email 1 402 397 98.8% 144 36.3% 47 11.8% Storage Upgrade Announcement.Storage Upgrade Feb 2014 398 394 99.0% 152 38.6% 0 0.0%
Produced by Customer Success Summit 2014
PLAY #2: Driving Development Prioritization Based on Customer Impact
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Produced by Customer Success Summit 2014
PLAY #3: Activity Based Content Delivery
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User and Account Data Sent to Create Contact Record
Contact ID and Account ID
User Ac:vity w/SF Acct & User ID
Totango Insights
Campaigns Executed based on Insights and Customer Data Segmenta:on
Campaign Content Delivery
Produced by Customer Success Summit 2014 10
Winning in 2014!
Think Big Start Small Move>>Fast!
