Managing Knowledge for Customer Success
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Managing Knowledgefor
Customer Success
Managing Knowledge for Customer Success March 8, 2016
@billcush
Bill CushardHead of TrainingServiceRocket
Francoise TourniaireOwner
FTWorks@FTTalks
Sarah E. Brown
(moderator)ServiceRocket@SEBMarketin
g
Managing Knowledge for Customer Success March 8, 2016
Where in the World?
Managing Knowledge for Customer Success March 8, 2016
About ServiceRocket
Helping people get the most out of their software
TRAINING TrainingSUPPORT UTILIZATION- Founded in Sydney, Australia
2001- Palo Alto, CA HQ since 2010- 180 employees across 4
global offices: Palo Alto, Sydney, Santiago Kuala Lumpur
Managing Knowledge for Customer Success March 8, 2016
Learndot
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Managing Knowledge for Customer Success March 8, 2016
Agenda
5 Big Jobs of Customer SuccessLeveraging Self-Service to Scale Customer SuccessMeasuring the Success of Customer SuccessCommunicating with CustomersUnderstanding Customers (Journey and Profiles)
Managing Knowledge for Customer Success March 8, 2016
Francoise TourniaireOwner
FTWorks@FTtalks
Founded FT Works 1998Co-founded ChurnSquad 2014Author of 4 books
Managing Knowledge for Customer Success March 8, 2016
5 Big Jobs of Customer Success
Managing Knowledge for Customer Success March 8, 2016
(Traditional) customer
success does not scale
Managing Knowledge for Customer Success March 8, 2016
Self-Service
Managing Knowledge for Customer Success March 8, 2016
Managing Knowledge for Customer Success March 8, 2016
Big Data
Managing Knowledge for Customer Success March 8, 2016
Processes
Managing Knowledge for Customer Success March 8, 2016
Communication Cadence
Managing Knowledge for Customer Success March 8, 2016
Map the Customer Journey
Managing Knowledge for Customer Success March 8, 2016
You Need Different Profiles
Curriculum developers
Technical writersIndustry expertsPlannersData scientists
Managing Knowledge for Customer Success March 8, 2016
Questions
Francoise TourniaireOwner
FTWorks@FTtalks
Founded FT Works 1998Co-founded ChurnSquad 2014Author of 4 books
Managing Knowledge for Customer Success March 8, 2016
Thank youservicerocket.com
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