Walking Hand in Hand With Your Product Team to Drive Customer Success

Walking  hand  in  hand  with  your  product  team  to  drive  customer  success

Jamey  Jeff

▸ Chief  Customer  Officer  at  TrackMaven▸ Competitive  Intelligence  for  Digital  Marketers▸ Washington,  DC▸ NEA,  Bowery  Capital

▸ VP  of  Product  at  TrackMaven

Derek  Snyder

Customer  Success  +  Product:First,  a  Metaphor

How  do  we  create  this  cohesion?

?

▸ Daily  active  users▸ New  feature  utilization  (not  looking  back)▸ New  logo  win  /  loss  reporting

▸ “Actionable”  usage▸ Time  spent  /  active  user▸ NPS▸ CSAT▸ CSM  Sentiment

Where  we  started…

Key  stats Health  measures

Trailing  indicators

Are  there  one  or  two  metrics  we  can  align  the  company  around?

▸ Understandable

▸ Easy  to  regularly  measure

▸ Aligns  Product  &  Customer  Success

▸ Drives  the  desired  outcomes

CohortLicense

UtilizationActive Days

Total Activities

Active Users

Time / Active User

Churned Last 90 Days

Renewed Last 90 Days

Top Customers

CohortLicense

UtilizationActive Days

Total Activities

Active Users

Time / Active User

Churned Last 90 Days

Renewed Last 90 Days

~2.5 x Churned Customer Values

Top Customers ~3 x to 7 x Churned Customer Values

CohortLicense

UtilizationActive Days

Total Activities

Active Users

Time / Active User

Churned Last 90 Days

Renewed Last 90 Days

~2.5 x Churned Customer Values

Top Customers ~3 x to 7 x Churned Customer Values

Leading  indicators

▸ Understandable

▸ Easy  to  regularly  measure

▸ Aligns  Product  &  Customer  Success

▸ Drives  the  desired  outcomes

Understandable

✔“Plain  English”  definitions

1

Takeaways:  For  the  Company

Easy  to  regularly  measure

✔Lists  and  reports  built  in  Totango.  

✔Export  into  company  dashboards  

that  include  goals

2

Takeaways:  For  the  Company

Aligns  Product  +  Customer  Success  

the  Whole  Company

✔One  set  of  common  metrics✔Visible:  all  hands,  weekly  exec,  product,  customer  success  team  meetings

3

Takeaways:  For  the  Company

Drive  the  desired  outcomes

✔Leading  indicators  for  retention

4

Takeaways:  For  the  Company

• “Actionable”  usage• Time  spent  /  active  user• NPS• CSAT• CSM  Sentiment

One  more  thing…Health  Measures

• Usage  frequency

Health  Measures

• “Actionable”  usage• Time  spent  /  active  user• NPS• CSAT• CSM  Sentiment

One  more  thing…Health  Measures

• Usage  frequency

Health  Measures

X

Takeaways:  For  Customer  Success

1. Health  measurement  – keep  it  simple!

2. Health  measurement  – keep  it  real-­‐time!

3. Analyze  and  report  on  all  the  other  data  points

Questions?