Looking for new ways to engagement your users better? How about nine of them? The orignal webinar (https://vimeo.com/52261402) touched on 3 categories: onboarding plays, expansion plays, and retention plays.

1. 9 Plays and 3 Tools
Customer Success Management

2. Your Presenters
Jeremy Malander Joshua Santos Dominique Levin
Director Customer Success Director Customer Success CMO
BlueJeans Clarizen Totango

3. Table of Contents
3 Onboarding Plays
3 Expansion Plays
3 Retention Plays
3 Customer Success Tools

4. 3 Onboarding Plays

5. Keep it simple
If it’s not their day job, don’t make it one.
Attractive
First 6 Months Complicated
Month 1 Month 2
Planning Needs Analysis
-Needs Analysis Preparation Tech Specs
Integrations
-Configuration -Communication
Launch
Training
-Training
Communications
Provisioning
Analysis
• Every customer & deployment will be different
• Clear calls to action = momentum
• Always consider your goals

6. Have a Plan

7. Trial Nurturing
Trial - Curiosity
Not Adding Agents?
Trial - Evaluating
Trial - Hot
1. Add Agents
2. Add Tickets
3. Customize

8. 3 Expansion Plays

9. Set the Hooks
The more ingrained within the infrastructure, the greater the retention.
• Email Integrations
• CRM/ERP
• Directory Connectors
• MDM Integration
• SSO & Security
• LOB Training
• Executive Sponsorship

10. Create Dashboards

11. Appreciate Power Users

12. 3 Retention Plays

13. Consider “Perceived ROI” before invoicing..
• In SaaS, CLV is everything
• With everything, CAC should be considered
• Consider the CIO perspective
• Give ample time to review

14. Timing is Everything

15. Please Come Back Emails

16. 3 Customer Success Tools

17. Things happen when you are on mute.
No joke, they really do.
• Emotional Connection
• Hold the attention. Visit Bluejeans.com to join the party!
• Face to Face vs. Slides
• Make it easy to connect

18. Clarizen for Customer Success

19. Get Started with Totango
A Customer Engagement database
Group customer by stages: Onboarding and Established
Define criteria and engagement metrics for each
Different workflows for different stages
Onboarding: Closely monitor and proactively provide implementation support
Established: Set thresholds to alert team of accounts with decreased engagement
100 Customers
Key metrics to follow
Time to onboard
Engagement rates 10 Million users
Churn (Onboarding and Established)

20. Thank You!
jer@bluejeans.net
josh.santos@clarizen.com
dominique@totango.com