Presented by Lindsay White, Director of Account Management at Swipely.

1. Creating
a Culture of
(Customer)
Success
Lindsay White, Swipely

2. Why is Getting Culture
Right so Important?
 Customer Success is an ambiguous term at
best, and must be cleary defined in every
company.
 The mission of your team, and the culture
you define, are only as good as the people
you hire to carry out your vision.
 Who makes up the team is just as important
as the job they do – great people equal
strong culture.

3. Great Teams equal Great Success
 The best team members know how to
Simplify: helping customers understand a
product often means breaking down complex
concepts to simple terms.
 Their Attention to Detail is real.
#itsnotjustananswerinaninterview
 They Advocate effectively: advocating means
getting other parts of the company to take
action on behalf of the customer, even when
they're busy with other things.
 They possess Technical Aptitude.

4. The Impact of Great
Customer Success
 SALES Growth
 Everyone is in Sales
 CHURN Reduction
 The art of the re-sell
 LTV Realized
 Educate. Evangelize. Enable.
 CAC Decreased by maximizing LTV1
 Show me the money!

5. So, What’s in your Wallet?

7. Track Your Team like the Sales
Ninjas they Really Are

8. Work Smart with One Stop
Shopping

9. Don’t Forget to Celebrate Success…Great
Culture will Follow
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Jul 14, 2015 3:13 PM
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