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Looking for new ways to engagement your users better? How about nine of them? The orignal webinar (https://vimeo.com/52261402) touched on 3 categories: onboarding plays, expansion plays, and retention plays.
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9 Plays and 3 Tools
Customer Success Management
Your Presenters
Joshua SantosDirector Customer Success
Clarizen
Dominique LevinCMO
Totango
Jeremy MalanderDirector Customer Success
BlueJeans
Table of Contents
3 Onboarding Plays
3 Expansion Plays
3 Retention Plays
3 Customer Success Tools
3 Onboarding Plays
Keep it simple
First 6 Months ComplicatedMonth 1 Month 2
Planning
Preparation
Needs Analysis
Tech Specs
LaunchIntegrations
Attractive
Training
Communications
Provisioning
Analysis
• Every customer & deployment will be different• Clear calls to action = momentum• Always consider your goals
If it’s not their day job, don’t make it one.
-Needs Analysis
-Configuration -Communication
-Training
Have a Plan
Trial Nurturing
Trial - Curiosity
Trial - Evaluating
Trial - Hot
Not Adding Agents?
1. Add Agents
2. Add Tickets
3. Customize
3 Expansion Plays
The more ingrained within the infrastructure, the greater the retention.
Set the Hooks
• Email Integrations
• CRM/ERP
• Directory Connectors
• MDM Integration
• SSO & Security
• LOB Training
• Executive Sponsorship
Create Dashboards
Appreciate Power Users
3 Retention Plays
Consider “Perceived ROI” before invoicing..
• In SaaS, CLV is everything
• With everything, CAC should be considered
• Consider the CIO perspective
• Give ample time to review
Timing is Everything
Please Come Back Emails
3 Customer Success Tools
Things happen when you are on mute.No joke, they really do.
• Emotional Connection
• Hold the attention.
• Face to Face vs. Slides
• Make it easy to connect
Visit Bluejeans.com to join the party!
Clarizen for Customer Success
Get Started with Totango
A Customer Engagement databaseGroup customer by stages: Onboarding and EstablishedDefine criteria and engagement metrics for each
Different workflows for different stagesOnboarding: Closely monitor and proactively provide implementation supportEstablished: Set thresholds to alert team of accounts with decreased engagement
Key metrics to followTime to onboard Engagement ratesChurn (Onboarding and Established)
100 Customers
10 Million users
Thank You!