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Sales Wins Games
Customer Success Wins
Championships
By: Jamie Wang
Director, Customer Success Consultants and Support at ...
There Is No Perfect Bracket
CS Gameplan
Transitioning Defense Into Offense
CS Gameplan
Transitioning Defense Into Offense
1. Defend Your Revenue
CS Gameplan
Transitioning Defense Into Offense
1. Defend Your Revenue
2. Increase Engagement
CS Gameplan
Transitioning Defense Into Offense
1. Defend Your Revenue
2. Increase Engagement
3. Upgrades
CS Gameplan
Transitioning Defense Into Offense
1. Defend Your Revenue
2. Increase Engagement
3. Upgrades
4. Success Stories
CS Gameplan
Transitioning Defense Into Offense
1. Defend Your Revenue
2. Increase Engagement
3. Upgrades
4. Success Storie...
Implementing
Customer Success
Without a Customer
Success Team
Jamie Wang
Wiser - Dynamic Pricing SaaS Platform for
E-Commerce Retailers and Manufacturers
Grew Customer Success and Supp...
Humans are expensive
Does it require a human to do that?
Define and Track Health
Humans are expensive
Automate emails based on usage and triggers.
Automate your CRM. Get reminders.
Humans are expensive
Show off! Send success reports.
Quantify how much you’re helping.
Humans are expensive
Customers are your first CSM’s
Humans are expensive
Customers are your first CSM’s
Support documentation
Humans are expensive
Customers are your first CSM’s
Support documentation
Best Practices by use case.
Humans are expensive
Humans Are Necessary
1. Track ‘LOGGED CALLS'.
1. Must have QUALITATIVE details
added.
1. Gather company intel! Why did
the...
Never Give Up
“I want to cancel” usually means “I want to Stay”
Never Give Up
“I want to cancel” usually means “I want to Stay”
65%
1) Track only the 2-3 engagement metrics.
2) Show off your work.
3) Track “Logged Calls” over emails or touchpoints.
4) Ea...
linkedin.com/in/jmjwang
Jamie.Wang@Wiser.com
@JamieWang
Let’s talk Customer Success!
SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS
SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS
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SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

Customer Success Summit 2015 breakout session:
Presented by: Jamie Wang, Director of Customer Success, Wiser

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SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

  1. 1. Sales Wins Games Customer Success Wins Championships By: Jamie Wang Director, Customer Success Consultants and Support at Wiser
  2. 2. There Is No Perfect Bracket
  3. 3. CS Gameplan Transitioning Defense Into Offense
  4. 4. CS Gameplan Transitioning Defense Into Offense 1. Defend Your Revenue
  5. 5. CS Gameplan Transitioning Defense Into Offense 1. Defend Your Revenue 2. Increase Engagement
  6. 6. CS Gameplan Transitioning Defense Into Offense 1. Defend Your Revenue 2. Increase Engagement 3. Upgrades
  7. 7. CS Gameplan Transitioning Defense Into Offense 1. Defend Your Revenue 2. Increase Engagement 3. Upgrades 4. Success Stories
  8. 8. CS Gameplan Transitioning Defense Into Offense 1. Defend Your Revenue 2. Increase Engagement 3. Upgrades 4. Success Stories 5. Referrals
  9. 9. Implementing Customer Success Without a Customer Success Team
  10. 10. Jamie Wang Wiser - Dynamic Pricing SaaS Platform for E-Commerce Retailers and Manufacturers Grew Customer Success and Support team from 2 - 13 Previously: Co-Founder, Coursemodo.
  11. 11. Humans are expensive Does it require a human to do that?
  12. 12. Define and Track Health Humans are expensive
  13. 13. Automate emails based on usage and triggers. Automate your CRM. Get reminders. Humans are expensive
  14. 14. Show off! Send success reports. Quantify how much you’re helping. Humans are expensive
  15. 15. Customers are your first CSM’s Humans are expensive
  16. 16. Customers are your first CSM’s Support documentation Humans are expensive
  17. 17. Customers are your first CSM’s Support documentation Best Practices by use case. Humans are expensive
  18. 18. Humans Are Necessary 1. Track ‘LOGGED CALLS'. 1. Must have QUALITATIVE details added. 1. Gather company intel! Why did they buy? What else do they use?
  19. 19. Never Give Up “I want to cancel” usually means “I want to Stay”
  20. 20. Never Give Up “I want to cancel” usually means “I want to Stay” 65%
  21. 21. 1) Track only the 2-3 engagement metrics. 2) Show off your work. 3) Track “Logged Calls” over emails or touchpoints. 4) Each call must have business insights recorded 5) Let customers help each other 6) Always know why they cancel and get on the phone to save them. Takeaways
  22. 22. linkedin.com/in/jmjwang Jamie.Wang@Wiser.com @JamieWang Let’s talk Customer Success!

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