How to Win New Business through Customer Success Bernie Kassar SVP, Customer Abhay Rajaram VP Customer Success Misha Logvinov VP Customer Success
Jan 26, 2015
How to Win New Business through Customer Success
Bernie KassarSVP, Customer Success &
Support
Abhay
Rajaram
VP Customer Success
Misha Logvinov
VP Customer Success
Bernie Kassar
SVP, Customer Success & Support
• OWN POST IMPLEMENTATION CUSTOMER
EXPERIENCE
• CAREER PATH
• Sales / Business Development
• Customer Advocacy
• Customer Success & Support
• PREVIOUS COMPANIES: Endeca (Oracle), Callidus, Compuware, InfoTronics & Deluxe Corporation.
About Xactly Corporation
• LEADER IN SAAS INCENTIVE COMPENSATION MANAGEMENT
• FASTEST GROWING PROVIDER (OVER 650+ CUSTOMERS)
• FOCUSED EXCLUSIVELY ON INCENTIVES AND COMPENSATION
• MANAGING >$4 BILLION IN COMMPENSATION ANUALLY
Customer Success & Support Focus Areas
Net-Net = Make Customers “Happy!”
- Product Questions- Break / Fix - Self Service- Knowledge Base
Customer Success Customer Support - Adoption - Renewals- Add-On Revenue- Customer References
Customer Success Coverage Model
Enterprise
Medium Size Business
SMB
4001+ Employees
Up to 350 Employees
351 - 4000+ Employees
Customer Success Coverage Model Mirrors our Sales Model
Customer Success Initiatives
1
2
3
Grow Premium Support Customer Base
Add-On Revenue (Land & Expand)
Customer Success Index: CSI via Score Cards
1
2
3
Involve your Customers Early
Anticipate your Customer’s Next Move
Continually test the Customer Experience
Things to Think About
• Executive ownership of customer
success
• Renewals, customer support,
customer programs, new business,
insights & tools
• Previously CIO and other technology
leadership roles
Chief Customer Officer
Lithium Technologies
Misha Logvinov
@mishalogvinov
Our software helps brands build deeper connections with customers
Respond to social conversations at scale
Build engaging online communities
Understand consumer profile & reputation
Lithium Technologies
@mishalogvinov
Lithium Customer Success Team
▪ (1) Director, Customer Success
▪ (4) Customer Success Advocates
▪ (4) Account Managers
▪ (20) Global Customer Support
▪ Strongly aligned with Sales, Services, Marketing, Product, Finance
@mishalogvinov
Org awareness & investment in CX1
2
3
4
5
Clear visibility into customer health
Focus on relationship management
Infuse customer success internally
Tie products/services to real value
Lithium Customer Success Blueprint
Plans for 2014
▪ Elevate account management strategy & function
▪ Map and implement post-(initial)sales customer journey
▪ Evolve descriptive customer health analytics into a predictive / prescriptive toolkit that enables key decisions
▪ Mature processes for customer health management
@mishalogvinov
Abhay Rajaram
VP Customer Success
Hightail
• Executive customer champion
• Background in product, marketing,
services, and engineering
• Cisco, IronPort, 3Com, Wipro
• Wannabe soccer star, proud dad
A cloud file sharing solution for professionals
About Hightail
Customer Success at Hightail
• Professional Services• Deployment, Optimization, Integrations, Custom Implementations
• Customer Engagement• Adoption, Usage, Renewal (and everything in between!)
• Training and Education• Content, Community
• Customer Support
Our Customer Success Journey
Through 2012• Build and Organize
2013• Execute and Scale
2014• Optimize and Invent
Driving New Business
• Engage Early in the Sales Cycle
• Create Evangelists
• Upsells!
• Translate VOC into Product
• Monetize Customer Success…
Thoughts?
Tweet questions / comments to @AbhayRajaram
Q & A