4 Lessons Learned from the First Year of Client Success
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Presented by Cynthia Balusek, Director of Client Experience at Bigcommerce at Totango's Customer Success Roadshow in Austin, TX.
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4 Lessons Learned from the First Year of Client Success
- 1. 4 Lessons Learned from the First Year of Client Success Cynthia Balusek Director, Client Experience Bigcommerce
- 2. Powering commerce for the world’s fastest-growing merchants Cynthia Balusek • SaaS Veteran • 6 Startups; 2 IPOS • Services, Support, & Client Success Leader • Recent Baylor EMBA Austin grad • Husband, pair of children, unappreciated cat
- 3. Lesson 1: Define your mission early
- 5. Lesson 2: Define your scope early.
- 6. Articulating the Value Delivered Setting parameters around Enterprise Account Management helps manage expectations and set the right tone from the start Bigcommerce Account Management provides Enterprise clients with exclusive access to our in-house ecommerce expertise and additional visibility into our platform, its opportunities and best practices to maximize capabilities. We work with these merchants to help them optimize their site, capitalize on emerging trends and implement new features as they become available. Every member of our Account Management team serves as an extension of the client's own organization, partnering with them with the singular goal of ensuring their success. 6
- 7. Bigcommerce Enterprise: Account Management Bigcommerce Enterprise Account Managers combine their deep understanding of our platform with ecommerce experience to deliver optimal levels of service day in and day out. Their first priority? The success of our clients. Bigcommerce Enterprise clients enjoy access to a dedicated Account Manager as part of their plan. Designed to serve as an extension of your own team, your Account Manager not only will acts as a facilitator to assist with your migration and selection of a design partner, but they’ll also regularly share e-commerce and marketing strategies, tips, whitepapers and webinars to help increase your conversion rate, acquire new customers and drive more sales. Enterprise Account Managers can: • Provide project management guidance with launch, integrations, implementation of technologies or design roll outs • Share technical advice and best practices to help make the most of the Bigcommerce platforms including tips for improving import/ export, adjusting various settings or avoiding potential pitfalls • Boost business efficiency by introducing systems and processes to streamline fulfillment and customer service • Recommend technology and/or design partners to expand your online store’s functionality, integrate with existing business critical applications or give your site a new look and feel • Help develop strategic plans for using Bigcommerce features and functionality to optimize sales, promotions or new product offers • Expand the knowledge of your internal team with tips, techniques and training to get your employees up and running • Advocate for your business within Bigcommerce, making sure your questions are answered and support issues are resolved to your satisfaction By entrenching themselves in the business processes of their clients, they often know as much about client internal business practices as the client themselves. The result? Personalized advice specifically designed to meet a client’s needs, informed decision making and a truly collaborative partnership.
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- 9. Lesson 3: New clients take more resources.
- 10. Lesson 4: Increasing ratios (introducing a one-to-many) later is harder.