Customer Success Summit 2015 breakout session: Presented by: Dave Webb , Director of Customer Success, Zendesk

1. Produced by

2. SAN FRANCISCO
LONDON
COPENHAGEN
MELBOURNE
DUBLIN
TOKYO

3. THE ZENDESK PLATFORM
7
The Zendesk Platform mirrors
most company’s
Customer Engagement Strategy

5. DRIVE SUCCESS
DECISIONS BASED ON
SUPPORT
LIFECYCLE DATA,
TRENDS & REVENUE

6. Launch
The end of your
Launch Guidance is
only the beginning of
your success!
Training & Configuration
Your Customer Success
Manager will provide you with
the resources and guidance
you need to learn and
effectively build your Zendesk.
Discovery
Your Customer Success
Manager will ask all of
the right questions to
help you clearly define
your goals and get off to
a great start.
Review
Our support team will
personally review your
Zendesk to make sure
everything is in place
before your big launch.
launch guidance

7. Revenue
Self-service
Standard packages
Mentor Program
Custom packages
Proactive activities
ADOPT:
Implement smoothly
OPTIMIZE:
Invest in customer experience
TRANSFORM:
Differentiate at scale
Consistentsupport
BUILD SUCCESS TO COMPLEMENT SUPPORT

8. 8
LAUNCH PILLAR
Choose your implementation
from a menu of Launch
Packages
Inspire
Industry content, training, customer connecting and events
MENTOR PILLAR
Choose from a rotation of short
Mentor engagements to increase
product use and deepen industry
knowledge.
ELITE PILLAR
Choose to differentiate on your
business with Success strategy,
mission critical SLAs and
Services
KEEP STRUCTURE #BEAUTIFULLYSIMPLE

9. Success can complement and scale from there
-Align Success roles with customer needs – add programs not roles
-Measure effectiveness of each program with CSAT and NPS
Support team, leadership, and consistency must come first
-Have support workflows and measurements in place from get-go
-Every employee should spend two weeks doing support tickets,
chatting with customers, on phones
Let data show the reality of your customers’ experience
-Track Support data by cohort and lifecycle
-Slice Support data relating product or experience issues to revenue
-Set up recurring 1:1s with Support and Success leadership

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