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Agenda: What Will I Learn?
• Defining roles & goals • Establishing a Customer Success Methodology• Best Practices: Totango health profiles & delivering EBRs• Driving a Customer Success culture• Key metrics for Customer Success
About MeElizabeth Doherty, Director of Customer Success
PipelineDeals: CRM software to start, develop and grow your business.
Define Roles
• Customer Success vs. Support• Hiring best practices• Diversify skill set• Scale: ratio of customers to CSMs
Define Goals
• Customer Success Team KPIs• Drive adoption, retention, maximize value• S.M.A.R.T• Onboarding, EBRs, Health Score, Renewals
Customer Success Methodology
• Develop strategy: simple, reliable, customizable• Success framework: manage customer lifecycle• What is your customer’s end goal?• Identify trends: successful customer actions
Totango Health Profiles
• Drive outreach & strategy • Segment customer base• Attributes: desired customer behaviors• Create targeted email campaigns
Best Practices: High Impact EBRs
• Strategic vs. Tactical• Review goals: usage analytics & insights • Share product roadmap: enforce value!• Enough about me…• Gain agreement on success milestones• Solicit feedback: invite to beta test new features
Driving Customer Success Culture
• Company Alignment: avoid running in circles• Executive Team: gain support of goals• Sales handoff: understand commitments • Marketing: right message at the right time• Product: VOC, beta testers, product feedback
Customer Success Metrics
• Challenging Metrics: PipelineDeals experience• Decrease Churn: predicting trends
Accounts: 2.2%Seats: 1.5%Churn MRR: a work in progress
• Renewal: maintain 90%• Product Adoption: upward trend
Today’s Take-Aways
• Setup for success: definitive team goals & actionable plan• Totango: drive tactical strategy, deliver on metrics, inform customers• Customer Success: Company wide initiative• Talk to your customers! • Customer satisfaction and success comes first, revenue will follow.