Small Business, Big Customer Success Challenges
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The document discusses customer success strategies at Yelp and Vend. It describes how Yelp grew its customer success team from 2 account managers supporting 1,000 small business clients to over 200 account and customer success managers supporting 80,000 clients. Yelp uses a "book of business" model where account managers are responsible for inbound support and outbound tasks like onboarding, outreach, and upsells for a portfolio of local advertisers. The document also outlines Vend's approach to customer success, which includes ensuring new customers are onboarded smoothly, proactively identifying customers needing help, maintaining availability to assist, and focusing on customers' business success. Vend developed a four pillar customer health strategy and framework to deliver support without
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Small Business, Big Customer Success Challenges
- 1. ©2015 Gainsight. All Rights Reserved. Small Business, Big Customer Success Challenges Moderator: Rebecca Olson, Gainsight Jami Zakem, VP AM at Yelp Sharad Mohan, CCO at Vend
- 2. ©2015 Gainsight. All Rights Reserved. VP, Customer Success JAMI ZAKEM INSERT YOUR PHOTO HERE INSERT YOUR PHOTO HERE
- 3. ©2015 Gainsight. All Rights Reserved. Yelp Account Management / Customer Success Department Yelp is a 10 year old company Customer Success Department •Started as a team of 2 AMs supporting 1000 SMB clients •Now there are 200+ AMs & CSMs supporting 80K clients •SMB, Franchise, Mid Market and National accounts •Four offices: SF, PHX, CHI and Dublin
- 4. ©2015 Gainsight. All Rights Reserved. Book of Business Model Local Advertiser (700)Local Advertiser (700) Inbound • Questions • Complaints • Feature setups • Cancel requests Inbound • Questions • Complaints • Feature setups • Cancel requests Outbound • Onboarding • Outreach • Quarterly checks • Collections follow up • Upsells • Reversal attempts Outbound • Onboarding • Outreach • Quarterly checks • Collections follow up • Upsells • Reversal attempts Account Manager (1)Account Manager (1)
- 5. ©2015 Gainsight. All Rights Reserved. The Effortless Experience To build loyalty, companies need to stop thinking “exceed expectations" and start thinking “make it easy”.
- 6. ©2015 Gainsight. All Rights Reserved. Defining an Effortless Experience Clients should be able to resolve issues on-line, themselves. Clients should be able to easily switch to live channels (aka, reach a person) if they can’t help themselves. Live channels should be awesome.
- 7. ©2015 Gainsight. All Rights Reserved. The Vision Outreach and UpsellOnboarding Phone Support Email Support Live Chat Dedicated AM ($1000+ / mo) Local Advertiser
- 8. ©2015 Gainsight. All Rights Reserved. Getting There
- 9. ©2015 Gainsight. All Rights Reserved. THANK YOU
- 10. ©2015 Gainsight. All Rights Reserved. Chief Customer Officer Sharad Mohan INSERT YOUR PHOTO HERE INSERT YOUR PHOTO HERE Vend
- 11. ©2015 Gainsight. All Rights Reserved. Vend’s Customer Profile We Delight Retailers Our Customers •10,000+ retailers around the globe •Customer pays between $60 - $500/mo Our Challenge: Deliver Delight Without Exhausting Support •We had a support team, a handful of CSMs, and 1000s of retailers needing help
- 12. ©2015 Gainsight. All Rights Reserved. CS Mantra? Good things come to those who wait
- 13. ©2015 Gainsight. All Rights Reserved. Our Approach 1. How do we get our customers up and running? 2. How do we figure out who needs help and when? 3. How do we make sure we’re always available to help 4. How do we make sure they’re successful in their business? 5. How do we make sure every single person in our company is bought in on Customer Success?
- 14. ©2015 Gainsight. All Rights Reserved. Vend’s 4 Pillar Strategy and Framework
- 15. ©2015 Gainsight. All Rights Reserved. Customer Health
- 16. ©2015 Gainsight. All Rights Reserved. CS Mantra We Enable, Help, & Educate
- 17. ©2015 Gainsight. All Rights Reserved. THANK YOU
Notes de l'éditeur
- If your customer doesn’t see value from your product or service, there low switching costs, lots of options Low Barrier To Entry Fast customer acquisition Revenue growth potential You know so much more about your customer Speed of innovation Lower barrier to exit Large customer volumes Revenue growth expectations Multiple sources of data to manage Competitive landscape & fickle customer base ----- Meeting Notes (3/26/15 16:06) ----- Try to find a good slide to quantify the impact. Got to address this now. ----- Meeting Notes (3/26/15 16:32) ----- Change to circles Pay as you go pricing
- I started 7 years ago as a Sales Manager. At that time we had 1000 accounts and 2 Ams managing 500 accounts each. A year later I was asked to take over AM, and built it out and that’s what I’ve been doing for the past 6 years. There are now more than 200 AMs supporting National, Mid Market , Franchise and Local accounts. In four offices: SF, AZ, Chicago, Dublin. All told they support 80K clients and more than 400M in revenue.
- For National and MM accounts, this works. Relationship matters. SME matters.
- Who’s heard this line. Great words to live by, right? Well… not in support. If we continue on reactive support as our CS strategy.. We’re going to get crushed. So how do we help out our retailers.
- SMBs are … small businesses. Small business owners are busy… so we need to help them every step of the way. We asked We needed a way to proactively help retailers out… reactively be there to help out… educate our retailers on being better retailers
- CH is the backbone of our strategy. We know who to reach out to when… we can’t afford to do timed checks… not scalable