How Salesforce Built Success At Scale
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
How Salesforce Built Success At Scale
Salesforce since 2003Founding member of Customer Success Program Built SMB Success Organization for North AmericaHelped launch Toronto office Developed global scaled engagement modelEnterprise Success Leader in PNW
Before SalesforceManagement Consulting, Systems Implementation
Personal Live in Portland, ORFamily man, athlete, oenophile
[email protected]/in/djoelmartin
@joelmartin
•Administrator•Advanced Administrator•Developer•Sales Cloud Consultant•Service Cloud Consultant•Email Specialist
Built My Career in Customer Success
Salesforce - 17 Years Innovating Customer Success
2015
Customer Success Managers
Customers For Life
On-‐BoardingProgram
Early Warning System
Scaled Engagement Model
SuccessCommunity
150k+Customers
3000+People
2M+Community Members
>9CSat
ImitatedBy many
SuccessJourneys
1999
The Building Blocks for a Scale Program
Data ContentSuccess
Measures
CustomerSuccess
FeedbackMechanism
Systems of Engagement
Knowing How to Help Takes Practice
Timing of Information Makes All The Difference
vs.
Multiple Ways to Determine When to Engage
Time Based Product Usage Customer Feedback
EaseRelevance
Webinars
Knowledge Base Self Service
1:Many (Presentation with Q&A)
1:Few (Interactive Discussion)
Crowd Sourced
1:1(Interactive Discussion)
12,000 new customers per quarter
through on-boarding journey
Circles of Success
Success Community
Outreach or Accelerator
How We Scale Customer Engagements
Scale = Process + Data + Technology + People
Email Provides the Connective Tissue
Community Harnesses the Power of the People
PEER TO PEER SUCCESS100% Questions answered
98% answered by members90% Customer Satisfaction
CUSTOMER BASED INNOVATION2000+ community delivered ideas
2.4 million points delivered~100 ideas delivered each release
CUSTOMER SUPPORTOfficial documentation
Online trainingLogging a Case
EVENT COLLABORATIONEvent specific groups
Session records & presentationsPre and post event collaboration
CUSTOMER COLLABORATIONOfficial Salesforce-Led GroupsRegional and Industry Groups
Knowledge sharing and Networking
LIVE BUG TRACKINGSalesforce bug status
Workaround availabilityIssue resolution closed loop
Better Late Than Never … Built into the Product
How We Measure Success of Scaled Engagement
• % customers invited
• Open rates• Click through rates
% of customers:
• Attending webinars
• Viewing videos
• Participating in community
• Completing walkthroughs
• % increase usage metrics
• engaged vs unengaged
• specific time intervals
• Adoption curve
• CSAT / NPS
• Renewal
• Growth
REACH ENGAGE IMPACT
ü Build success into your productü Enlist IT support earlyü Agree on what success looks likeü Prioritize customer on-boardingü Identify the “right” person in sales processü Baseline your metrics ü Best Practices need to be managedü Don’t aim for perfection – test and learn
Related Documents
