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Customer success is not a one night stand

How should you start thinking about customer success

TechWeek NY Customer Success presentation

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Customer success is not a one night stand

  1. 1 The End of the One Night Stand How to Build Long-Lasting Relationships with Your Customers? Guy Nirpaz, CEO & Co-Founder
  2. 2 Not this one…
  3. 3 The End of the One Night Stand How to Build Long-Lasting Relationships with Your Customers? Guy Nirpaz, CEO & Co-Founder
  4. about.me 4 name Guy Nirpaz role CEO & Co-Founder, Totango location Palo Alto, CA email guy@totango.com twitter @guynirpaz years in startups 10 background engineering & product management
  5. Leader in Customer Success for SaaS Companies: hundreds of customers 10 million accounts | 500 million users
  6. 6346members +100 new members 10,000 5,000 every week 0 Source: LinkedIn Customer Success Form
  7. 7 Keep the promise, or…
  8. 8
  9. 9 CustomerSuccessManifesto.com
  10. The Customer Success VALUE over customer management CUSTOMER ACTIONS over words REAL-TIME SENSORS over historical snapshots CONTEXTUAL ENGAGEMENT over periodic check-ins ALL CUSTOMERS over high-value customers ALL USERS over buyers and decision makers Manifesto
  11. What does your company do in between? Acquisition Renewal
  12. Drive Recurring Value DECREASE VALUE DECREASE VALUE CHURN CHURN GROW VALUE FIRST VALUE START INCREASE USERS INCREASE USAGE EXPAND FUNCTIONALITY CHURN ONGOING VALUE Onboarding Adoption Renewal & Upsell
  13. 90% of churn is preceded by poor product usage
  14. Increase product engagement at all levels  Product engagement varies across job levels (frontline, management, execs)  Creating passionate users is key to preventing churn  Best-in-class companies focus on creating value for every user
  15. Net Promoter Scores don’t give an accurate picture of customer happiness Forrester analyst Richard Evensen NPS is being positioned as a cure to all business ills and a way to understand everything you need to know about your customers… with just one question. It feels like selling snake oil and is likely one of the drivers for the view that researchers hate this metric.
  16. Accurately gauge your customers’ happiness Monitor each customer’s individualized health score  Based on facts, not opinions and anecdotes  Predictive  Adaptive
  17. What should a “true” health score include? THE PRIMARY VITAL SIGNS OF CUSTOMER HEALTH User Engagement Business Outcomes Service Utilization Customer Satisfaction
  18. Create multiple health profiles - By customer segment - By customer journey stage Define which accounts fit each profile Totango will automatically adapt the right scorecard for each customer
  19. Portfolio approach for customer success: Making health actionable
  20. Smart customer interactions pay off 81% of consumers are willing to pay more for a better customer experience
  21. What is smart customer engagement?  You proactively engage  You contact them at the right moment  You send intelligent messages that align with the customer’s current needs  You deliver reliable, consistent experiences
  22. Rethink customer engagement We pursue continual transformation (in customer engagement) to stay ahead… and catch up.
  23. Research by Aberdeen Group shows that companies which built a centralized customer intelligence database and incorporated customer insights into customer facing actions achieved:
  24. Make “customer success” a part of every team
  25. CustomerSuccessNews.co m The front page of Customer Success
  26. Q & A San Francisco | October 2, 2014
  27. • Customer Success Managers • Customer Success Engineers • Technical Customer Support Ninjas Apply at: www.totango.com/jobs

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