Customer Success Moving from Art to Science

3. neednudge.com 4

4. “Looking back it always seems like a well thought out plan, but really it was just a bunch of smart people begging, borrowing and stealing resources to help customers be successful” neednudge.com All Rights Reserved Paul Teshima 2014 @pteshima

8. A Customer Success Maturity Model Customers 0-20 20-100 100 – 1,000 1,000+ Stage Get to Product Market Fit Make it Work, Then Drive Value Learn to Scale Grow the Base CSMs 0 1-3 <8 By Segment CSM Role N/A Product Engagement Value Adoption Best Practices Variable Comp N/A 50% Corp 25% Renewal 25% NPS 30% Corp 30% Ren/NPS 30% Upsells 30% Corp 30% Ren/NPS 30% Upsells Systems CRM CRM CSP CRM CSP Marketing CRM CSP Marketing AMs N/A 0 By Quota By Quota AM Role N/A N/A X-Sell X-Sell neednudge.com All Rights Reserved Paul Teshima 2014 @pteshima

13.  Ensure you look at all factors to drive product engagement  Start building a business case with what you have  Every customer matters do whatever it takes X Hire a CSM, just yet  neednudge.com All Rights Reserved Paul Teshima 2014 @pteshima

21.  Start customer success storytelling sessions to drive culture  Hire for motivation and teach the skills  Start implement key CS practices now, to impact future growth X Put account managers on accounts to upsell X Let your CSMs become Tier 1 support neednudge.com All Rights Reserved Paul Teshima 2014 @pteshima

23. How Many of You Measure: Attrition by MRR? by Customer Count? By Net MRR? Average time for new customers to be fully on-boarded? neednudge.com 24 neednudge.com All Rights Reserved Paul Teshima 2014 @pteshima

34.  Map our your customer product value lifecycle  Put pressure on other groups to do their part  Develop a customer success cadence with your executive team X Stop CSMs from leaving the team to other roles X Hire AMs without domain and product knowledge neednudge.com All Rights Reserved Paul Teshima 2014 @pteshima

42. The Organization Was Complex Me (92) Consulting and Education (14) Professiona l Services (28) Account Mgmt (4) Product and Premier Support (34) Customer Success (12) neednudge.com All Rights Reserved Paul Teshima 2014 @pteshima

43.  Leverage upsells/x-sells as a growth lever  Document, train and sell the value of the “machine” X Underestimate the value of over communicating X Stop storytelling about customer success neednudge.com All Rights Reserved Paul Teshima 2014 @pteshima

46. THANK YOU Paul Teshima Co-founder and CEO Nudge @pteshima neednudge.com neednudge.com

Customer Success Moving from Art to Science

Nudge Software Inc.

Customer Success Moving from Art to Science