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Top 10 Do’s & Don’ts of Customer Success Dylin Webster, Director, Customer Success Ariane Lindblom, Vice President, Product Marketing October 14, 2014
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Page 1: 10 Dos & Dont's of Customer Success

Top 10 Do’s & Don’ts of Customer Success

Dylin Webster, Director, Customer Success

Ariane Lindblom, Vice President, Product Marketing

October 14, 2014

Page 2: 10 Dos & Dont's of Customer Success

DELIVER

ACQUIRE ONBOARD ADOPT

UPSELL

CROSS-SELL

RETAIN

RENEW

ADVOCACY Customer Lifecycle Management Creates Customers for Life

Page 3: 10 Dos & Dont's of Customer Success

Focus on customer success once you have a churn problem

2

#1 Don’t

Page 4: 10 Dos & Dont's of Customer Success

Hold Customer Success as sole group accountable for customer success

3

#2 Don’t

Page 5: 10 Dos & Dont's of Customer Success

Vary coverage models by market segment

4

#3

Page 6: 10 Dos & Dont's of Customer Success

Rule of thumb: $2M ARR per Customer Success Manager

5

#4

Page 7: 10 Dos & Dont's of Customer Success

Identify power users of sticky products & features in each account

6

#5

Page 8: 10 Dos & Dont's of Customer Success

Develop a success plan for every customer

7

#6

Page 9: 10 Dos & Dont's of Customer Success

Use health scores as the main tool to drive account prioritization

8

#7 Don’t

Page 10: 10 Dos & Dont's of Customer Success

Use automated outreach at the account level to help your Customer Success team scale

9

#8

Don’t

Page 11: 10 Dos & Dont's of Customer Success

Remember, the customer is always right

10

#9 Don’t

Page 12: 10 Dos & Dont's of Customer Success

Measure everything (especially the effect of activities on desired outcomes)

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#10

Page 13: 10 Dos & Dont's of Customer Success

Learn More About Customer Success!

“Run Best-in-Class Customer

Success on Salesforce1” Wed. 2.30-3.10

Marriott Marquis, Foothill G1/G2

Visit us at Booth #1232

Thank You!

[email protected] [email protected]