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Customer Success, Take TwoWhat I Learned Building my Customer Success Team Again

RACHEL ORSTON

UserIQ

JENNIFER DEARMAN

Kronos

CATHERINE BLACKMORE

Oracle

#Pulse2017

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How has CS evolved over the past couple of years?

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Customer Success

TransformationFramework

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DISCOVERY – Focusonuncoveringpotentialgaps&barriersyouhave.Beginwithanunderstandingofyourcapabilities.Understandyourcustomers.

• As-isprocessmapping• Customerjourneymapping• VoiceoftheCustomerresearch• OrganizationalCapabilityAssessments

ALIGNMENT – Begindefiningthefuturestatebasedonkeyobjectives.Prepareforthechangethatwilloccurwithinyourorganization.

• Purposedefinition• KPIsandtargets• Executivebuy-in• Programframeworkdefinition• Communications/changeplanning• Cross-functionalalignmentandagreements

INTEGRATION – Workonaligningyourorganization,updateandstandardizetools,data,andprocesses,&definethenecessaryorganizationcompetencies&structurestodeliver&execute.

People•Definedcompetencies•Standardizedrolesandlevels•Careermaps•Awardsandrecognition•StretchAssignmentProgram

Process(Risk,Renewal,Relationship)•ProcessesandProgramsCriticalToRetainingtheCustomerAccountHealth|CriticalAccounts|EscalationandRemediation|LossReviews|Adoptionprograms•ProcessesandProgramsCriticalToRetainingandGrowingRevenueForecastCalls|RenewalsPlays|ClosePlans|RenewalHealth•ProcessesandProgramsforBuildingRelationshipsandAdvocacyExecutiveSponsorshipProgram|QBRs|Advocacyprogram

Technology•Valuemanagement•CSMmanagement•Healthmonitoring•Adoptionmonitoring•Customerintelligence•Renewalsmanagement•Customercommunications•Customerself-service

SUSTAINABILITY – Monitorforoperationalrigor.Evaluateperformanceandoutcomesanditerateforcontinuousimprovement.

• Dataanalyticsandreporting • Compliancemonitoring • OngoingPortfoliomanagement

CustomerSuccess

Transformation

Framework

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How do you take everything you learned at Pulse and put it into a plan?

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How we’ve prepared

Success Reports

Kronos Customer Success

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Operationalize Customer Lifecycle

Drive Continuous

Value

Manage Customer

Risk

Influence Growth and Advocacy

• Customerjourneyiswell-definedandunderstood• Comprehensiveadvocacyprogramisinplace• CustomerSuccesscontributiontoinfluencingrevenue

andadvocacyisunderstood• Crossfunctionalvisibilityandaccountabilitymodelisin

place

Optimizing

3 -6

MO

NTH

S6

-18

MO

NTH

S18

–24

MO

NTH

S

• Executetechnologyanddigitalroadmapsforscale• Enrichhappinessscoreandrefineplaybooks• Createsharedadvocacygoalswithmarketing• Developplaybookstoidentifygrowthopportunities• Expandvaluediscussionsaroundusage,complianceand

performance

Performing

• Implementbaselineengagementmodels• Developtechnologyanddigitalroadmaps• Createinitialcustomerhappinessscore• Identifyinitialprogrammetricsandbeginmeasurement• Providesaleswithdatausefulfordrivingaccountgrowth

andadvocacy

Developing

Kronos Customer Success Maturity Model

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As CS has grown into mature discipline, do you feel it has become more of a silo or cross-functional effort?

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jd

Sales TeamUnderstands your business

challenges and identifies the best Kronos solutions to solve them

Customer SuccessYour advocate to help you realize

continuous value from your investment and achieve your business outcomes

Global SupportProvides timely technical help and

guidance in solving product issues to minimize the impact to your business

Kronos CommunityAlways-on access to content, how-to articles, training and discussions, and a connection to other Kronos customers

Product TeamDeveloping new value-add product features and functions based on your feedback and with your needs in mind

Services TeamsYour implementation and education partners focused on delivering smart value fast to meet your business needs

Our model starts with our customers at the center of everything we do

Kronos Customer Success

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Customer Success

Framework

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What are data challenges when trying to get one source of truth across customers?

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As a 2nd timer, what do you look for in your CSMs? Has the standard/profile changed?