Customer success - Play to Win!
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This is the keynote presentation I've give at the 3rd annual Customer Success Summit.
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Customer success - Play to Win!
- 3. 201520142012 2013 customer success is established Source: Google Trends
- 6. why 2013 what how 2014 2015customer success 2013 2014 2015
- 9. what is the #1 goal?
- 12. The Best Defense is a Strong Offense
- 13. Playing Not To Lose Playing To Win
- 14. From Tel Aviv To Palo Alto
- 16. focus on growth (as well)
- 17. PLAY TO WIN Customer Success PLAY TO WIN a growth team
- 21. PLAY TO WIN Customer Success PLAY TO WIN a growth team an innovation team
- 22. when do we ring the bell?
- 25. PLAY TO WIN Customer Success PLAY TO WIN a growth team an innovation team celebrating success
Notes de l'éditeur
- THANKS I’M EXCITED I REMEMBER HOW IT ALL STARTED
- Can’t believe it was only two year ago
- CUSTOMER SUCCESS PROFESSION HAS EXPLODED CUSTOMER SUCCESS BECOMES AN ESTABLISHED CATEGORY CUSTOMER SUCCESS IS IN ALL INDUSTRIES
- JUSTIFY OUR EXISTENCE HARD TO BELEIVE WE HAD TO DO IT
- Manifesto Playbooks together
- How should the customer success machine work Looking deeper into the machine
- Are we as an industry thinking about those experience This is how the customer success machine should work
- 4 out of every 5 teams goal is churn
- This is like in soccer when you’re playing defensive Best outcome 0:0
- However, to win a championship you have to play to win Politics, Military, Sports
- That's the wrong way to looking at it Lenses As an industry we are focused on not loosing, and we have change it Look from different lenses
- I know why I’m doing this!
- As a young profession, we need to adopt a winning mentality – if we want to make sure the best people are in Customer Success. We have to do it today
- GREEN Greener Turn our customers into brand advocates, into our references Don’t play just defensive
- Important as Sales BUDGETS Grow from Save mentality to Win mentality
- What is so unique about the amazon prime experience that you can not do? How does it relate to you? We have the information and the data We have technologies – Maksim We need this mindset
- Getting your customer to the next level
- Piece of mind
- Innovation like product It’s the only way to scale, economies of scale Thomas Nah tomorrow
- Touches on the softer points
- Get away from save mentality Into a winning mentality What did we all want to be when we were kids – firemen, policemen, doctor I wanted to become a lead guitar player in a rock band ;)
- Change the terminology from – Save, Retain, Churn to Win, Grow Ring the bell when customers go live When customers achieve business success, when they go public
- PLAY TO WIN GREAT CONFERENCE WITH GREAT TALKS GREAT PEERS I’m passionate about this, I live in breath it every day, this is what I do at Totango – we are constantly thinking about those challenges, and building the technology to make these dreams come true. PLAY TO WIN – COME TO LIFE ENTIRE TOTANGO TEAM THIS IS WHAT WE ARE SO PASSIONATE ABOUT THIS IS ALL GREAT, HOW DOES THIS APPLY TO ME WHAT DO I DO DIFFERENTLY ON WEDNESDAY? YOU ARE PROBABLY WONDERING HOW DOES THIS APPLY TO ME? CONFERENCE PEERS