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C H A N G I N G BEHAVIORS
CUSTOMER SUCCESS Paving the path through uncertainty
0 | Copyright © 2020 Deloitte Development LLC. All rights reserved.
R E T H I N K I N G ORTHODOXIES
RISING TO THE C H A L L E N G E
1 | Copyright © 2020 Deloitte Development LLC. All rights reserved.1 | Copyright © 2020 Deloitte Development LLC. All rights reserved.
Resilient Customer Success leaders focus along three dimensions1
D E S I G N F R O M T H E H E A R T A N D …
T H R I V E
R E S P O N D
R E C O V E R
Source: 1. The Heart of Resilient Leadership: Responding to COVID-19, Deloitte
2 | Copyright © 2020 Deloitte Development LLC. All rights reserved.2 | Copyright © 2020 Deloitte Development LLC. All rights reserved.
…FOCUS ON THE KEY HUMAN TENETS 2
How can you enable stronger human connections with your
customer in this moment?
BE OBSESSED BY ALL THINGS
HUMAN
1
How can you effectively anticipate and proactively deliver upon your
customers needs?
PROACTIVELY DELIVER ON
HUMAN NEEDS
2
How can you identify ways to meet your customers at the
point of need, whatever that is?
EXECUTE WITH HUMANITY
3
How can you use the human moments to transform your relationships and take
them to new levels?
CHANGE THE WORLD
5
How can you enforce a human centered operations and culture to
focus on people vs. labels?
BE AUTHENTIC
4
Source: 2. We’re only human: Exploring and quantifying the human experience, Deloitte Digital
33 | Copyright © 2020 Deloitte Development LLC. All rights reserved.
Evolving the Customer Success mindset
F R O M . . . T O . . .
R E A S S E S S C U S T O M E R O U T C O M E S Help your business succeed Help your business recover and thrive
U N C O V E R N E W I N S I G H T S Product centered insights Market centered insights
R E I M A G I N E V A L U E D E L I V E R E D Increase value from the offering Increase value of the relationship
4
Understand how customer outcomes are changing
F R O M … T O …
REDEFINE CUSTOMER SEGMENTATION
Reassess segmentation to consider
macroeconomic factors, industry outlook,
company health and behavioral criteria.
EVALUATE CUSTOMER HEALTH SCORES
Consider new factors to identify churn risk,
including industry health, digital maturity or
company stability.
DEVELOP NEW PLAYBOOKS
Develop new Playbooks and customer
engagement motions to proactively deliver
support activities with rigor and
consistency.
H O W C A N W E E V O L V E T O H E L P O U R C U S T O M E R S A S T H E Y R E D E F I N E S U C C E S S ?
Helping your business recover and thrive
Helping your business succeed
5
Communicate insights on changing business priorities
F R O M … T O …
PRODUCT INTELLIGENCE
Help your product teams understand how
customer challenges are evolving and new
use cases that are emerging.
WISDOM OF THE CROWD
Promote insight sharing within the CS team
and across functional teams to help identify
creative solutions and innovative ideas.
Insights on the market and changing business priorities of customers
Insights on how customers get value from our products
REAL-TIME SIGNALS
Humanize the situation by capturing
customer perspectives and communicating
that real-time market context.
H O W C A N W E C A P T U R E A N D S H A R E I N S I G H T S T H A T H E L P U S M A K E B E T T E R D E C I S I O N S ?
6
Rethink how you can create value with your customers
F R O M … T O …
Collaborate with customers to
mutually address needs in the
community.
Increase the mutual value of our Relationship
Increase the value customers receive from our Offerings
Consider new offerings, new use
cases for existing offerings or
unlocking premium features and
value-added services.
W H A T A R E A L L O F T H E W A Y S O U R O R G A N I Z A T I O N C A N H E L P R I G H T N O W ?
Offer value through your
capabilities and expertise
beyond the transactional
relationship.
Identify new opportunities to co-
create new solutions with
customers or partners.
7
Redefined outcomes –rethinking priorities and the definition of success
Communicate real-time customer signals and
insights
Identify new ways to create mutual value of
the relationship
Customer Success in Challenging Times
All things human –human connections and
needs
v
8
Deepak SharmaDeloitte Customer Success Practice Leader
Jeff NavachDeloitte Customer Success Practice Leader
THANK YOU
9
Q&A
10
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