Customer Success in 2020 and Beyond with Teamable
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Antoine Valentone - VP Customer Success / Teamable at SaaStr Annual 2018 The Customer Success function has rapidly evolved since it's inception not long ago. But what does the future hold for Customer Success in the age of the educated buyer who has higher expectations than ever before? Learn how to align your Sales, Marketing, Product/Engineering and Customer Success teams into a well-oiled machine that will help your organization win, renew and grow accounts.
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Customer Success in 2020 and Beyond with Teamable
- 1. Customer Success in 2020 and Beyond Antoine Valentone VP Customer Success Teamable
- 2. I am not Fred Astaire...
- 3. Agenda • Characteristics of consumers today • What drives the decision making process? • Ideal Customer Success profile • Winning as a team • Information flow
- 6. Increasing number of stakeholders
- 7. Risk averse
- 8. Short attention span Only 8 seconds 9 seconds
- 9. Impatient
- 10. Instant gratification • Books • Music • Movies • Food & Drinks • Amazon Prime...
- 11. Consumer characteristics • Educated • Multiple decisions makers • Risk averse • Short attention span • Impatient
- 12. Recipe for...
- 13. Power has shifted Vendor Consumers
- 14. What drives the decision making process?
- 16. Tell me something I don’t already know!
- 17. ?????????
- 19. Evolution
- 20. Hybrid Approach
- 21. The future
- 22. Ideal Customer Success profile
- 23. Ideal genetic profile • Communications major • Marketing major • Psychology major • Empathy • Emotional intelligence • Basic understanding of what drives the human decision making process • Speak in terms that interest the other person
- 24. Expertise Value Adoption & Utilization Win, Grow, Renew Knowledge is the key • Product • Customer • Persona • Vertical • Use case
- 25. What does the future look like?
- 26. WIN GROW RENEW Who’s responsible???
- 27. WIN GROW RENEW Separation of church and state Sales Customer Success
- 28. WIN GROW RENEW Win as a team! Partnership between Sales & Customer Success • Growth is a leading indicator of renewals • Use Customer Success as a differentiator during the pre-sales process
- 29. Conduit of information Customer Success External Customers Internal Customers • Sales • Marketing • Product • Engineering Information Information
- 31. What’s in a name? Customers don’t like to be managed. So why hire Customer Success Managers? Instead, hire Customer Success Coaches who “coach” customers on how to extract the most value out of your solution. - Antoine Valentone