Putting Customer Success in the hands of the customer
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Customer Success Play by Josh Richau, Senior Director of Platform Technology at Jive Software at the 2014 Customer Success Summit.
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Putting Customer Success in the hands of the customer
- 1. Produced by Customer Success Summit 2014 Customer Success Summit 2014 Title: Putting Customer Success in the hands of the Customer Presenter: Josh Richau Email/Twitter: @jrichau
- 2. Who Am I Senior Director, Product Management Search and Analytics Live in Boulder, CO Avid Broncos fan Protected by catwoman and dapper Batman
- 3. DRIVE EMPLOYEE PRODUCTIVITY ENGAGE AND SUPPORT CUSTOMERS AND PARTNERS ENGAGE, TRAIN AND ALIGN YOUR WORKFORCE THE COMMUNICATION AND COLLABORATION PLATFORM FOR MODERN, MOBILE BUSINESS INTEGRATE & EXTEND PORTAL REPLACEMENT SOCIAL COLLABORATION EXTERNAL COMMUNITIES Who is Jive
- 5. McKinsey, Surveys, Business Value Self-assessed performance before and after Jive: • ~15% improvement in overall respondent productivity 2% 71% 28% 54% 1% 46% Performance
- 6. It’s what you do with it
- 7. 4 steps to customer success #1 START WITH A BUSINESS PARTNER. #2 BUILD THEIR BUSINESS VALUE CASE. #3 DEFINE THE FROM > TO #4 MEASURE SUCCESS.
- 10. What have we learned so far? • Jive supports a lot of use cases • Mobile is critical • Need to integrate better into our services offering
- 11. Recommended Play Enable Customers to manage success! Large installations (always J )! Give the customers (and services team) a way to manage their own success. We started with 3 basic use cases: onboarding, org intelligence, strategic alignment to serve as examples.! ! The power lies in the ability for our implementation team to use this to measure success and leave behind a way for the customer to continue to manage it (for themselves and their stakeholders)! Play Name:! When to use:! Play Anatomy:! ! ! ! ! ! Comments:! ! !
- 12. Produced by Customer Success Summit 201412 Winning in 2014! Think Big Start Small Move>>Fast!