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How to make customer
centricity easy & fun?
Sophie Morel, Head of CSM - Pauline Marol, Head of Product @ PlayPlay
LPCxPari...
Let’s PlayPlay instead!
Talkto
us
Use
our
product Create
playplays
❤
❤
❤
��
��
Talkto
us
Useour
product Create
playplays
Why bother?
GROWTH
Not real data
HAPPY CUSTOMERS
ALIGNMENT
$$ Savings
How to make
customer
centricity easy?
CUSTOMERCENTRICITYMADEEASY Leverage slack
Choose the right tools
Meaningful customer interactions
Leverage Slack
SLACK : #customerfeedbacks
🐼 Sales and CSM share
love & hate from customers
👉 Have a common
understanding of frictions &
r...
CSM
Sales
CEO
PM
Tech
CSM
Tech
PM
CSM
Motion
SLACK : #must_see
🐼 Sales and CSM share
tops & flops videos
👉 Have a common
understanding of usage of the
product
👉 Get new...
#must_see channel
CSM team posts everyday
Tops and Flops from our customers
To identify pains or product
limitations
To ha...
#must_see channel
CSM team posts everyday
Tops and Flops from our customers
????
Choose the right tools
TOOLS: PRODUCTBOARD
Create
Notes
Tag
Notes
User
Impact
Score
Features
insights
🐼Integrations
🐼Easy Tagging
👉 Prioritization
👉 Product Discovery
TOOLS : APPCUES
🐼 In-app surveys easily set up
👉 Quick feedback from users
Meaningful customer interactions
MEANINGFUL CUSTOMER INTERACTIONS : ID CARDS
🐼 ID card defined by
CSM and Product to be
user research oriented
👉 Collect qua...
MEANINGFUL CUSTOMER INTERACTIONS:
CHAT DUTY
🐼 Product and tech on
chat duty
👉 Tech people hear
directly from users
Talkto
us
Use
our
product Create
playplays
How to make
customer
centricity fun?
CUSTOMERCENTRICITYMADEFUN
Create rituals
Mix up teams
Bring something to eat !
PLAYPLAY SAUCE
3 Rituals
Create
Notes
Hotjar
Breakfast
Pop-corn
Parties
Monthly Bi-monthly Weekly
Sales
All Tech CS Motion CS
CSM
Deep
Di...
CSM Deep Dive
🐼 Present a specific topic in
details
👉 Increase awareness about our
client’s and their goals
Deep dive
Deep dive
Hotjar Breakfast
🐼 Watch session replays
every 2 weeks
👉 To have a better
understanding of our users’
journey on PlayPlay
Hotjar Breakfast
Hotjar Breakfast
Pop-Corn Party
🐼 Watch a selection of videos
👉 To understand what stories
our users want to share with
PlayPlay
👉 To help ...
Pop-Corn Party
Pop-Corn Party
Talkto
us
Useour
product Create
playplays
Cherries
on top
Cohesion
PlayPlay of the Week
Post Card Party
Daily love
letters
from our
customers
Talkto
us
Interactwith
ourproduct
Create
playplays
❤
❤
❤
��
��
Talkto
us
Interactwith
ourproduct
Create
playplays
❤
❤
❤
��
��
Final Final slide!
How to make customer centricity easy and fun ?
How to make customer centricity easy and fun ?
How to make customer centricity easy and fun ?
How to make customer centricity easy and fun ?
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How to make customer centricity easy and fun ?

Les équipes Produit et Customer success de PlayPlay vous partagent leurs astuces pour mettre l'utilisateur au cœur de vos réussites.
Sophie MOREL et Pauline MAROL partagent leurs outils, leurs méthodes, leurs rituels et leurs secrets pour que l'ADN de PlayPlay repose sur leurs utilisateurs. Vous verrez, elles ont rendu la "customer-centricity" simple et amusante !

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How to make customer centricity easy and fun ?

  1. 1. How to make customer centricity easy & fun? Sophie Morel, Head of CSM - Pauline Marol, Head of Product @ PlayPlay LPCxParis-January14th2020
  2. 2. Let’s PlayPlay instead!
  3. 3. Talkto us Use our product Create playplays ❤ ❤ ❤ �� ��
  4. 4. Talkto us Useour product Create playplays
  5. 5. Why bother?
  6. 6. GROWTH Not real data
  7. 7. HAPPY CUSTOMERS
  8. 8. ALIGNMENT
  9. 9. $$ Savings
  10. 10. How to make customer centricity easy?
  11. 11. CUSTOMERCENTRICITYMADEEASY Leverage slack Choose the right tools Meaningful customer interactions
  12. 12. Leverage Slack
  13. 13. SLACK : #customerfeedbacks 🐼 Sales and CSM share love & hate from customers 👉 Have a common understanding of frictions & requests
  14. 14. CSM Sales CEO PM Tech CSM Tech PM CSM Motion
  15. 15. SLACK : #must_see 🐼 Sales and CSM share tops & flops videos 👉 Have a common understanding of usage of the product 👉 Get new ideas from everyone
  16. 16. #must_see channel CSM team posts everyday Tops and Flops from our customers To identify pains or product limitations To have a common understanding on how our product is used
  17. 17. #must_see channel CSM team posts everyday Tops and Flops from our customers ????
  18. 18. Choose the right tools
  19. 19. TOOLS: PRODUCTBOARD
  20. 20. Create Notes
  21. 21. Tag Notes
  22. 22. User Impact Score Features insights
  23. 23. 🐼Integrations 🐼Easy Tagging
  24. 24. 👉 Prioritization 👉 Product Discovery
  25. 25. TOOLS : APPCUES
  26. 26. 🐼 In-app surveys easily set up 👉 Quick feedback from users
  27. 27. Meaningful customer interactions
  28. 28. MEANINGFUL CUSTOMER INTERACTIONS : ID CARDS 🐼 ID card defined by CSM and Product to be user research oriented 👉 Collect qualitative data
  29. 29. MEANINGFUL CUSTOMER INTERACTIONS: CHAT DUTY
  30. 30. 🐼 Product and tech on chat duty 👉 Tech people hear directly from users
  31. 31. Talkto us Use our product Create playplays
  32. 32. How to make customer centricity fun?
  33. 33. CUSTOMERCENTRICITYMADEFUN Create rituals Mix up teams Bring something to eat ! PLAYPLAY SAUCE
  34. 34. 3 Rituals Create Notes Hotjar Breakfast Pop-corn Parties Monthly Bi-monthly Weekly Sales All Tech CS Motion CS CSM Deep Dive
  35. 35. CSM Deep Dive 🐼 Present a specific topic in details 👉 Increase awareness about our client’s and their goals
  36. 36. Deep dive
  37. 37. Deep dive
  38. 38. Hotjar Breakfast 🐼 Watch session replays every 2 weeks 👉 To have a better understanding of our users’ journey on PlayPlay
  39. 39. Hotjar Breakfast
  40. 40. Hotjar Breakfast
  41. 41. Pop-Corn Party 🐼 Watch a selection of videos 👉 To understand what stories our users want to share with PlayPlay 👉 To help create better templates for our customers
  42. 42. Pop-Corn Party
  43. 43. Pop-Corn Party
  44. 44. Talkto us Useour product Create playplays
  45. 45. Cherries on top
  46. 46. Cohesion
  47. 47. PlayPlay of the Week
  48. 48. Post Card Party
  49. 49. Daily love letters from our customers
  50. 50. Talkto us Interactwith ourproduct Create playplays ❤ ❤ ❤ �� ��
  51. 51. Talkto us Interactwith ourproduct Create playplays ❤ ❤ ❤ �� ��
  52. 52. Final Final slide!

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