Main Insight Event 2017 · 2019-05-14 · Net Promoter Score Customer Satisfaction • Quarterly • Product/ country/ channel • Verint, ... Main Insight Event 2017 Stephan Schoon

09/02/2017 Main Insight Event DACH 2017 1

Main Insight Event 2017

Customer Success

&

Customer Experience Management for Software Companies

GERBEN DE BOER

ENTERPRISE LEAD BENELUX

QUALTRICS

there’s a new businessdiscipline emergingcalled

EXPERIENCE MANAGEMENT

EXPERIENCE MANAGEMENT STRATEGY

SYSTEM

TECHNOLOGY

is a

PRODUCTexperience

manage theFOUR CORE experiencesof your business

CUSTOMERexperience

EMPLOYEEexperience

BRANDexperience

XM is aSTRATEGY

repeatable process toCONTINUALLY IMPROVE the experiences you provide

Measure & Baseline01

XM is a SYSTEM


Predict & Prioritize02

XM is a SYSTEM

XM is a SYSTEM


Act & Optimize03

XM is aTECHNOLOGY

the XM Platform

the XM PORTFOLIO

Enterprise Brands

10Kof the top 100

Business Schools

99

Users

2.5M +

Used in

Countries

95 +

LONDON / UK

DUBLIN / IRELAND

MUNICH / GERMANY

PROVO / USA

SEATTLE / USA

DALLAS / USA

WASHINGTON D.C. /

USA

NEW YORK / USA

SYDNEY / AUS

MELBOURNE / AUS

CANBERRA / AUS

Surveys distributed annually

1B+

employees globally

1KOver

Sequoia Capital partner Bryan Schreier,

called Qualtrics “the most important pre-

IPO software company of its time.”

the XM PORTFOLIO

the XM PORTFOLIO

GLOBAL LEADING customer experience

https://vimeo.com/206116914

https://vimeo.com/206116914

IT COMPANIES powered by Qualtrics

19

of the Fortune 100

Rely on Qualtrics for insights that

drive growth and profitability

DISRUPTION powered by Qualtrics

EXPERIENCE MANAGEMENT STRATEGY

SYSTEM

TECHNOLOGY

is a

QUESTIONS??

FROM CUSTOMER SUPPORT TO CUSTOMER SUCCESS

Marcel van de Sandt, Customer Success Director

Main Insight Event

© 2017 EXACT

Disclaimer

© 2017EXACT

• This document contains certain statements and expectations that are forward looking, and which are based plans that are currently available. By their nature, such forward-looking statements and expectations generateriskbecause they concern factors and events in the future and depend on circumstances that may not occur.

• Unforeseen factors that could influence the statements and expectations may, for instance, be changes in companies in the markets we operate in; economic, political and foreign exchange fluctuations; possible statutoryin salary levels of employees;or future takeovers and divestitures.

• Exact can thereforenot guarantee the accuracy and completeness of such statementsand expectations, nor that such statements and expectations will be realized. Actual results may differ materially. Exact refuses to accept any obligationmade in this document.

© 2017 EXACT

Agenda

| CLOUD SOLUTIONS

1. About Exact

2. Customer Success at Exact- Keys to success- Metrics

3. Looking Forward

© 2016 EXACT

›Exact today

1984Founded in The Netherlands

1,700Employees

500In technology

330,000+SMEs in

100+Countries rely on our

business software#1 Cloud accounting provider in Europe

218Million turnover 2016

Manufacturing Wholesale Distribution

The majority of our customers are active in

Professional Services Accountancy

| CLOUD SOLUTIONS

© 2017 EXACT

Portfolio Exact Cloud Solutions

Industry Solutions

Exact for Professional

Services

Exact for Wholesale

Distribution

Exact for Manufacturing

Accountants

Accounting

Exact App Center

Exact for Accountancy

Exact for Accounting

Exact Online CRM

| CLOUD SOLUTIONS

© 2017 EXACT

Key figures Exact Cloud Solutions

Annual recurring revenue

€ 60+ million

Geographical presence

7 countries

Work force

700+ employees

App Center

400+ apps

Companies

300,000+

Accountants

10,000+

| CLOUD SOLUTIONS

© 2017 EXACT

Awards & Nominations

Recognition by independent third parties highlighting our strength, innovative capabilities and dedication to our customers

Top Product Handel in Germany

Software supplier of the year 2016 in the Netherlands

Smart Business Award Accounting & ERM in Belgium

| CLOUD SOLUTIONS

Best IT Supplier for SMBs in the Netherlands

Innovationspreis IT 2016 in Germany

Cloud Computing insider award in Germany

Shortlisted Best ERP Product of the Year in the UK

Nominated for Accounting & ERM Software of the Year in Belgium

SaaS ERP Leader Award in Germany

Best Digital Service provider in the Netherlands

© 2017 EXACT

Our business model

| CLOUD SOLUTIONS

Our business model consists of two components: linear and exponential

Direct Sales, 1:1

Value Added Resellers and App Center Partners, 1:n

Endorsement via Accountants, 1:n

© 2017 EXACT

Exact Empowers SMEs to be the driving force of the global economy

| CLOUD SOLUTIONS

Employee EngagementThe key to our success

Connect SMEsInspire and grow their business

Accountancy AdviceEmpower accountants in adding value to their clients

Customer Experience and EngagementDeliver great customer satisfaction, increase usage and relevance

Market Reach

Develop a partner community to accelerate growth

© 2017 EXACT

Customer Success

| CLOUD SOLUTIONS

© 2017 EXACT | CLOUD SOLUTIONS

Exact Cloud Solutions 700 employees

Country Teams

Technology Customer Success145 employees

Enablement

20 employees

Value AddedResellers

Industry Solutions

Accountants

Customer Support80 employees

Global Support

Knowledge Center

Customer Journey45 employees

Customer Experience

After Sales content

Support Community

Marketing Product Marketing


© 2017 EXACT

Keys to Success

| CLOUD SOLUTIONS


Customer Centric Organization




Scrum Teams

© 2017 EXACT

Scrum Teams

| CLOUD SOLUTIONS

Customer Experience

Support Community

After-Sales Content



Journey Maps

Scrum teams




Journey MapsHealth Score

Scrum teams





Onboarding

Scrum teams

© 2017 EXACT

Onboarding

| CLOUD SOLUTIONS




Onboarding

Co-create & Idea Voting

Scrum teams

© 2017 EXACT

Innovation through co-create

| CLOUD SOLUTIONS

Innovation Panels

Idea Voting




Onboarding


Usage driven

Scrum teams

© 2017 EXACT

Relevant & Pro-active communication based on usage data

• In Product Messaging

• e-Mails

• Onboarding

| CLOUD SOLUTIONS




Onboarding


Usage driven

Sticky features

Scrum teams





Onboarding


Usage driven

Enablement

Sticky features

Scrum teams

© 2017 EXACT

Enablement: Onboarding support for key target groups

| CLOUD SOLUTIONS




Onboarding


Usage driven

Enablement

Support Community

Sticky features

Scrum teams


© 2017 EXACT

Customer Success Metrics

| CLOUD SOLUTIONS


Net Promoter Score

Customer Satisfaction

• Quarterly• Product/ country/ channel• Verint, PowerBI

Monthly Active Users

• Ongoing Transactional Surveys• Product/ country/ channel• Verint, PowerBI, Salesforce • Monthly

• Forecasting• Product/ country/ channel• PowerBI

Renewal rates

• Product/ country/ channel• PowerBI, Exact Online Usage data

© 2017 EXACT

Keys to Success

| CLOUD SOLUTIONS

Focus on onboarding

Data, data, data! Know your customer

Involve the customer: Co-creation

Proactive and relevant

Customer Centric Mindset

© 2017 EXACT

Looking Forward

| CLOUD SOLUTIONS

© 2017 EXACT

Exact Digital Business Platform

| CLOUD SOLUTIONS

FOCUS ONWHAT’S NEXT

Customer Experience & Software adoption

Main Insight Event 2017Stephan Schoon

18 May 2017

Stephan Schoon

33 years old

Sport

Athlete - European Olympic days 1999

Coach - Beijing 2008

IT

61

About OnGuard

62

20+ years of experience

Operating globally with: 850 customers in 40 countries

12,000 daily users

Software available in 9 languages

3 OnGuard office locations

80 Dedicated employees in: Development

Sales

Consultancy

Support

Certified partners around the globe

Our customers

63

Is everyone just ‘Okay’?

64

Which process to measure

Map your Customers Journey

Start with key touchpoints

65

Customer Journey

66

Customer Journey

67

What to measure

68

Metric ? + -

Customer Satisfaction How would you rate your

experience with

[company] (1 – 10)

Every respondent knows

this metric

Can be applied to every

branch

Strong relation to loyalty

Not very ‘sexy’ anymore

NPS How likely is it that you

would recommend

[brand] to a friend or

colleague? (1 – 10)

Puts Customer

Experience on the

agenda

Strong relation to loyalty

Fluctuates strong due to

% calculation

Can not be applied to

every branch

CES How much effort do you

have to put into a certain

interaction with the

company (1 – 5)

Very practical, everything

goes about comfort (less

effort)

Can be improved by

focus on communication

Can only be asked

transactional

Is a driver from NPS /

Csat

Bad relation to loyalty

When to measure

69

+ -

“Relationally” Insights on total experience instead

of only when there is interaction

Insights on all your customers

More abstract so harder to control

Transactionally Good to control

Demarcated measurement

No insights on customers who have

had no interaction

Objectives OnGuard

70

Have a Customer Satisfaction of 7,5 or higher

Have a NPS of 0 or higher

Have a CES of 2,5 or lower

Product adoption strategy

Ensures adoption of our Product throughout the entire user community per customer

Drivers

Impact of the aspects

71

Continues improvement example

CES for 2 months >3

Support Agent was in attention phase

Feedback: ‘I feel not heard’

Action: Listen back 30 conversations

72

Support agent

73

Continues improvement example

CES for 2 months >3

Support Agent was in attention phase

Feedback : ‘I don’t feel acknowledged/heard’

Action: Listen back 30 conversations

Action: Setup a soft-skill training program

Result: CES within 2 months back to 2.4!

74

Results

75

Customer Satisfaction: 7,3

NPS: -18

CES: 2,9

Insights in satisfaction through the customer journey

Churn improved significantly

Q1 2016: 2,2%

Q1 2017: 0,5%

Benefits adoption

76

The adoption quickscan depends on

different factors:

Adoption quickscan

Do!

Can

KnowWantAre users aware

of OnGuard?

Is there willingness

to use OnGuard?

Do users have

the right skillset?

Is

OnGuard

really

used?

Each factor consists of a set of

predefined questions.

77

Adoption quickscan

Know

Want

Can

The target group does not

know much about the

OnGuard application.

The target group does not

want to use the OnGuard

application.

The target group is not able

to work properly with the

OnGuard application.

Do!

That implies that the

communication strategy

needs to be (re)considered.

This implies that there is a

less tangible cause to the

problem.

This implies that users do

not have the right skillset.

Provide the user with

means needed to conduct

his work (documents,

videos, etc.).

The problem has an

underlying cause and

needs further investigation.

In this case, training is the

most effective solution to

increase the target group’s

skill level.

Customer, with possible

support from OnGuard

Customer

OnGuard

Situation Implication Action Owner

78

When to measure

Sales Implementation Maintainance Adoption

Customer expectation Kick-off Production

setup

Transfer

Customer

evaluation

UATInstallation Go Live

Phase 1 Phase 2 Phase 3 Phase 4 Phase 5

New customers: measure after the implementation phase + after a certain period of time

Existing customers: measure at a certain point in time. After a period of time, measure again

79

Key takeaways

80

Start small

Don’t measure to measure, measure to improve

Keep an eye on employee engagement

Customers expectations are changing

Documents

Main Insight Event 2017 · 2019-05-14 · Net Promoter Score Customer Satisfaction • Quarterly • Product/ country/ channel • Verint, ... Main Insight Event 2017 Stephan Schoon