Investing In Customer Success Drove Our MSP Growth presented by: Eric Dosal, Co-Founder BrightGauge
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Investing In Customer Success Drove Our MSP Growth
presented by: Eric Dosal, Co-Founder BrightGauge
Goals For Today’s Webinar
! What is Customer Success ! Why is it Important ! How we implemented the program ! What benefits does it bring ! What type of person for the role ! What tools you can use to monitor
www.brightgauge.com
Eric Dosal Co-Founder, CEO
www.brightgauge.com
Opening Thought…
A Little About Eric & Compuquip
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Reve
nue
Time
$8.8MM
$800K
BIG EXIT
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Must come from the top down
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Priority #1: Exceed Expectations
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Priority #2: Customer Retention
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$100,000
$125,000
$150,000
$175,000
$200,000
$225,000
$250,000
$275,000
$300,000
$325,000
$350,000
$375,000
$400,000
$425,000
$450,000
$475,000
$500,000
$525,000
2% Churn 1% Churn .5% Churn -1% Churn
It’s About The Long Term Relationship
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Customer Success Process
! Onboarding Planning (As Necessary) ! New Client Assessment & Roadmap (90-120 days) ! Semi-Annual Business Reviews (Every 6 Months) ! Upcoming Renewals (180 & 90 days out)
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Assessment & Roadmap
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Assessment & Roadmap
1. Stabilize 2. Optimize 3. Maximize
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Customer Success Process
! Onboarding Planning (As Necessary) ! New Client Assessment & Roadmap (90-120 days) ! Semi-Annual Business Reviews (Every 6 Months) ! Upcoming Renewals (180 & 90 days out)
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Onsite Customer Breakfast (every 120 days)
! Prescheduled in advanced ! Confirmed with 24 hours before ! Must include food (bagels or donuts) ! Must be in the morning ! Must review currently open tickets & bring the list
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Customer Success Indicators
! Client Satisfaction ! Service Level Agreement (Response & Resolution) ! Tickets Waiting on Client 3+ Days ! Past Due Tickets ! Tickets with 2+ Hours ! Stale Tickets that haven’t been updated ! Low support volume
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Service Level Agreements
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Monitoring Your Contracts
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Customer Satisfaction Tools
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Needs To Be The Right Person
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Have The Right Balance
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51% / 49% Customer vs Company
Focused on the Right Things
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! Initially focused on Time to Value (On Boarding)
! Over communication about Transition (0-3 months)
! Identifying Areas of Improvement (4-6 months)
! Helping Scope & Close Opportunities (7-12 months)
! Oversee Projects & Implementations (13-24 months)
! Account Management & Churn Prevention (25-36 months)
Where They Fit In
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Regular Client Reporting
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Client Reporting Best Practices
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To RSVP please visit: http://info.brightgauge.com/client-reporting-webinar
New CSAT Integration with Nex.to
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To learn more email [email protected] or check out https://nex.to/tools/csat/
Nex.to CSAT Tool
www.brightgauge.com
To learn more email [email protected] or check out https://nex.to/tools/csat/
Nex.to CSAT Tool
www.brightgauge.com
To learn more email [email protected] or check out https://nex.to/tools/csat/
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