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Building a Customer Success TeamHow to build and maintain a customer success team in your own organization
@partnerforce@ncino
Sponsored by the ISV Partner Success Group, SalesforceCo-hosted by nCino
Forward-Looking Statements
Statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Speakers
Steve Mooney
RVP Vertical ISV Partners, Salesforce
Sean Desmond
EVP Customer Success, nCino
Agenda
Intro to Defining Customer Success
Build Your Culture
Enable Your Employees
Guide Your Process
Key Takeaways
Q&A
Expert Success Series: Building a Customer Success Team
16 years of Customer Success Innovations
Customer Success Managers
Customers For Life
Early Warning System Program Architects
Premier Success Plans
Customer Success & Revenue Retention
1999 2016
The Past
• New sales mattered because a new sale meant new revenue
• The focus was on new businesses versus reoccurring revenue
The Future
• SaaS drives renewals by providing a steady flow of business
• The Achilles heel to subscription based renewals is churn
Why Customer Success is ImportantRenewals are the Foundation for Growth
Sustain the Transformation
Understand your business priorities to help you align them to your Salesforce vision and scope; build a roadmap for success
and achieve ROI on your investment
Provide Strategic Reviews
Drive regular strategic reviews to assess progress against your success metrics and make prescriptive recommendations for
improvement
Drive Adoption and Value
Work with you to plan your global license consumption, adoption & change
management strategy and to proactively identify/mitigate risks
How Does Salesforce Drive Customer Success?
Align Global Salesforce Resources
Align you with the right Cloud Services and resources to meet your objectives
(Accelerators, Advisory, Strategic Projects, MCS, Communities, Events)
Enterprise Customer Engagement Model
Pre-Sales
Renewals
Post-Sales
Success Manager
Success Engagement
Manager
Renewal Manager
Strategic Projects
SuccessAgentsTraining &
CertificationSuccessSpecialist
Mission CriticalEngineers
Key: = All Customers
= Premier Success Plans
= Add Ons
Success Architect
Sean DesmondEVP Customer Success, nCino
01. Build Your Culture
Build Your Culture
Hire for Attitude
Set the Foundation
Collaboration
Celebration
© nCino 2016
Team
© nCino 2016
Positive Culture Influences Customer Satisfaction• The way employees are treated internally will determine the way
your employees treat customers
• Accountable to One Another – Not Management
Be Willing to Evolve & Grow• For businesses, change is the only constant
• You must keep an open mind and adapt to industry trends
Build Your CultureEvolve & Grow
02. Enable Your Employees
Focus on Training & Onboarding ‘Bootcamp’
Certification Program• All nCino Support Staff must earn and maintain 2 Salesforce
certifications within 1 year
nCino Certifications:• Customer:• Partner Certification
• Administrator Certification
• Advanced Administrator Certification
• Employee:• Speaker Certification
• nCino University Certification
© nCino 2016
Enable Your EmployeesTraining & Certifications
Enable Your EmployeesnCino University
• Easy access to on-demand training videos 24/7.
• Courses continually updated with latest product features and industry best practices.
• Assessments test for product knowledge.
• Online courses are accessible on tablets, smartphones, computers.
• Hands-on training builds on knowledge from online training.
• Training material includes user manuals, job aides and practice exercises customized to job function.
• Training enhances Project Implementation and increases user satisfaction.
• Certification programs include; System Administrator, Partner and Trainer.
• nCino Certified Administrators are looked upon as experts in best practices.
• Certified Partners from nCinoPartner SIs are present during project implementations.
• Certified Trainers completed the Train-the-Trainer curriculum from financial institutions.
© nCino 2016
© nCino 2016
Enable Your EmployeesSupport Your Support Team
Support Team Resources InternalKnowledgebase
nCino Knowledge & CommunitySharing Knowledge is Power
nCino Knowledge• 1,250+ Articles• How-To’s
• Q&A
• Issue Resolution
• Best Practices
nCino Community• Knowledge
• Groups
• Ideas
• Cases
• nCino University
© nCino 2016
03. Guide Your Process
© nCino 2016
Guide Your ProcessThe Importance of Consistency
Develop a consistent customer experience• Consistency helps build reputation
Align your process with your company framework & methodology
Make the process repeatable
Key Takeaways
1. Build Your Culture• Hire the Right Employees
• Focus on Recruiting and Talent Management
• Positive Culture Influences Customer Satisfaction
• Be Willing to Evolve Grow
2. Enable Your Employees• Focus on Training & Onboarding
• Get Your Team Certified
• Support Your Support Team• Internal Knowledgebase
• Encourage Thought Solution/Sharing
Sean’s 3 Keys to Building a Customer Success Team
3. Guide Your Process• Develop a Consistent Customer Experience• Ensure Employees Have Equal Resources
• Establish an Effective Company Structure
• Match Your Process with Your Company Framework & Methodology
• Make the Process Repeatable
© nCino 2016
Q&APlease ask your questions in the GoToWebinar Control Panel
Next Steps…
Give us feedback on the Partner Community @Jacqueline Oh
Join the Partner Community
Visit p.force.com/isvpsg
Share assets with your teams
Listen to the recordings
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