Date post: | 03-Mar-2017 |
Category: |
Business |
Upload: | michael-geller |
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Why Customer Success is Awesome
Michael Geller
VP, Global Customer Success
BlueJeans
@ Michael Geller 2017
1. Why is Customer Success important?2. What do CSMs do?3. How should teams be structured?4. How do you ensure success? @ Michael Geller 2017
IBM: 85% of new software is cloud-based.Zuora: By 2019, subscriptions > licensing.
“Software is eating the world.”
@ Michael Geller 2017
Yesterday TodayCompetition Some Much more
Acquisition Cost Expensive EXPENSIVE
Customer Loyalty Yes Dying
Payment Model Pay up front Subscription
@ Michael Geller 2017
Growing customer lifetime revenue is the most important and most sustainable source of growth for SaaS companies.
@ Michael Geller 2017
Determine what makes a customer
successful (as measured by
Lifetime Revenue)&
Grow Lifetime Revenue.
@ Michael Geller 2017
Quiz Time! For $1.00…
For most SaaS companies, what
percent of Lifetime Revenue comes after the initial
sale?
85!
@ Michael Geller 2017
B2C• Low-touch for all• Automated
communications, scalability, & process.
B2B2C• High touch for
high potential customers. Relationship building and account service.
• Low-touch for all• Automated
communications, scalability, & process.
B2B• High-touch for as
many as possible. Relationship building and account service.
@ Michael Geller 2017
Early Stage Generalists
Mid-Stage Generalists
+ Specialists
Later Stage
Specialists
@ Michael Geller 2017
To build strong customer relationships and drive
revenue, you need to
deeply know them.
@ Michael Geller 2017
Actions
Non-verbal communications(In person or on
BlueJeans Video)
Verbal communications
Typed communications
@ Michael Geller 2017
QUESTION. WHOSE JOB IS IT TO ENSURE YOU HAVE SUCCESSFUL
CUSTOMERS?
ANSWER: EVERYONE. NOT JUST THE
CUSTOMER SUCCESS TEAM. @ Michael Geller 2017
Why Customer Success is Awesome
Thank you!
Michael Geller
VP, Global Customer Success
BlueJeans
@ Michael Geller 2017