Customer Success Management

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Technology Business Education

Nick Mehta
Thursday, May 9, 2013

3
Why?
What?
How?

4
Why?

5
• Product / Service Usage
• Survey Responses
• Payment History
• Support Interactions
• Community Forum Involvement
• …

7
Per-Year

8
Per-Cycle

9
Per-Click

10
Friction for a
Customer to
Join
Friction for a
Customer to
Leave

11
Vendor
Success
Customer
Success

12
Vendor
Success
Customer
Success
Vendor
Success
Customer
Success

13
What?

MA R K ETIN G
SALES
R ETEN TION
 Unexpected Churn
 Missed Up-sell
 Costly Scaling of Team
14

MA R K ETIN G
SALES
R ETEN TION
15
61%
of
REVENUE

16
Marketing
Sales
ServicesSupport
Customer
Success
Renewals

17
Retention
Adoption
Influence
Satisfaction
Engagement
R A I S E
Customer
Success

18
How
Not?

19
7 Customer Success Fails

Fail #1:
No Buy-In and
Owner of
Customer
Success

Fail #2:
Relabeling
Account
Managers or
Support

Fail #3:
Giving CSMs
Individual
Quotas

Fail #4:
Not Aligning
Effort to
Revenue

Fail #5:
Treating All
Customers the
Same
High
Touch
Low Touch
No Touch

Fail #6:
Starting at the
Renewal

Fail #7:
Missing the Full
View of the
Customer

27
Team Investors Clients

Customer Success Management

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Workshop - Best of Both Worlds_ Combine KG and Vector search for enhanced R...

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Abhishek Deb(1), Mr Abdul Kalam(2) M. Des (UX) , School of Design, DIT University , Dehradun. This paper explores the future potential of AI-enabled smartphone processors, aiming to investigate the advancements, capabilities, and implications of integrating artificial intelligence (AI) into smartphone technology. The research study goals consist of evaluating the development of AI in mobile phone processors, analyzing the existing state as well as abilities of AI-enabled cpus determining future patterns as well as chances together with reviewing obstacles as well as factors to consider for more growth.

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Exploring the Future Potential of AI-Enabled Smartphone Processors

Exploring the Future Potential of AI-Enabled Smartphone Processors

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sudhanshuwaghmare1

Enterprise Knowledge’s Urmi Majumder, Principal Data Architecture Consultant, and Fernando Aguilar Islas, Senior Data Science Consultant, presented "Driving Behavioral Change for Information Management through Data-Driven Green Strategy" on March 27, 2024 at Enterprise Data World (EDW) in Orlando, Florida. In this presentation, Urmi and Fernando discussed a case study describing how the information management division in a large supply chain organization drove user behavior change through awareness of the carbon footprint of their duplicated and near-duplicated content, identified via advanced data analytics. Check out their presentation to gain valuable perspectives on utilizing data-driven strategies to influence positive behavioral shifts and support sustainability initiatives within your organization. In this session, participants gained answers to the following questions: - What is a Green Information Management (IM) Strategy, and why should you have one? - How can Artificial Intelligence (AI) and Machine Learning (ML) support your Green IM Strategy through content deduplication? - How can an organization use insights into their data to influence employee behavior for IM? - How can you reap additional benefits from content reduction that go beyond Green IM?

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Driving Behavioral Change for Information Management through Data-Driven Gree...

Driving Behavioral Change for Information Management through Data-Driven Gree...

Enterprise Knowledge

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GenAI Risks & Security Meetup 01052024.pdf

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As privacy and data protection regulations evolve rapidly, organizations operating in multiple jurisdictions face mounting challenges to ensure compliance and safeguard customer data. With state-specific privacy laws coming up in multiple states this year, it is essential to understand what their unique data protection regulations will require clearly. How will data privacy evolve in the US in 2024? How to stay compliant? Our panellists will guide you through the intricacies of these states' specific data privacy laws, clarifying complex legal frameworks and compliance requirements. This webinar will review: - The essential aspects of each state's privacy landscape and the latest updates - Common compliance challenges faced by organizations operating in multiple states and best practices to achieve regulatory adherence - Valuable insights into potential changes to existing regulations and prepare your organization for the evolving landscape

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Sara Mae O’Brien Scott and Tatiana Baquero Cakici, Senior Consultants at Enterprise Knowledge (EK), presented “AI Fast Track to Search-Focused AI Solutions” at the Information Architecture Conference (IAC24) that took place on April 11, 2024 in Seattle, WA. In their presentation, O’Brien-Scott and Cakici focused on what Enterprise AI is, why it is important, and what it takes to empower organizations to get started on a search-based AI journey and stay on track. The presentation explored the complexities of enterprise search challenges and how IA principles can be leveraged to provide AI solutions through the use of a semantic layer. O’Brien-Scott and Cakici showcased a case study where a taxonomy, an ontology, and a knowledge graph were used to structure content at a healthcare workforce solutions organization, providing personalized content recommendations and increasing content findability. In this session, participants gained insights about the following: Most common types of AI categories and use cases; Recommended steps to design and implement taxonomies and ontologies, ensuring they evolve effectively and support the organization’s search objectives; Taxonomy and ontology design considerations and best practices; Real-world AI applications that illustrated the value of taxonomies, ontologies, and knowledge graphs; and Tools, roles, and skills to design and implement AI-powered search solutions.

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IAC 2024 - IA Fast Track to Search Focused AI Solutions

IAC 2024 - IA Fast Track to Search Focused AI Solutions

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Customer Success Management

1. Nick Mehta Thursday, May 9, 2013

3. 3 Why? What? How?

5. 5 • Product / Service Usage • Survey Responses • Payment History • Support Interactions • Community Forum Involvement • …

10. 10 Friction for a Customer to Join Friction for a Customer to Leave

11. 11 Vendor Success Customer Success

12. 12 Vendor Success Customer Success Vendor Success Customer Success

14. MA R K ETIN G SALES R ETEN TION  Unexpected Churn  Missed Up-sell  Costly Scaling of Team 14

15. MA R K ETIN G SALES R ETEN TION 15 61% of REVENUE

16. 16 Marketing Sales ServicesSupport Customer Success Renewals

17. 17 Retention Adoption Influence Satisfaction Engagement R A I S E Customer Success

18. 18 How Not?

19. 19 7 Customer Success Fails

20. Fail #1: No Buy-In and Owner of Customer Success

21. Fail #2: Relabeling Account Managers or Support

22. Fail #3: Giving CSMs Individual Quotas

23. Fail #4: Not Aligning Effort to Revenue

24. Fail #5: Treating All Customers the Same High Touch Low Touch No Touch

25. Fail #6: Starting at the Renewal

26. Fail #7: Missing the Full View of the Customer

27. 27 Team Investors Clients

Editor's Notes

Insight into customer data can shape an organization’s customer experience strategy and impact the bottom line. Customer success management (CSM) has emerged as an important model to centralize data from all customer interactions, proactively monitor customer satisfaction, understand product usage and anticipate customer behavior. In this session, attendees will learn CSM best practices, tips and real world examples of how a unified view of customer data can increase customer retention and drive revenue.