ONE RING TO RULE THEM ALL: UNIFIED CUSTOMER SUCCESS METRICS TO DRIVE MARKETING, SALES AND CUSTOMER SUCCESS

One ring to rule them all.

Unified customer success metrics to drive

marketing, sales & customer support.

Bill Macaitis

CMO of Slack

@bmacaitis

My Background

is a messaging app for teams

What is a brand?

A brand is the sum of every

experience someone has

with you.

Bad experiences

shape a brand

17 fields and your cell phone

number to view a demo

Can’t find help when you need it

Main point of contact

switched 10 times

Have to spend two months

haggling over price

Harassed over phone or email

by a pushy salesperson

Pay for seats regardless if you

use them or not

Wait forever for a support

response

Ad sends you to a landing page

with no way out except a form

Having to talk to a sales person

when you don’t want to.

Not being able to talk to a sales

person when you want to.

Everyone disappears after the

contract is signed

Short term metrics incentivize bad

organizational behavior which

creates bad experiences

Bad Metrics:

Leads, Pipeline,

Opps, Margins

Good experiences

shape a brand

15 minute help response

times

Transparent prices

Helpful sales people who tell

you when the product is not

a good fit for you.

One point of contact

More support, less sales.

You only get charged if

someone uses the product

View a demo.

No forms required.

Want to talk to a person?

Great. Don’t want to talk to

a person? Great.

You decide.

Live chat help available

anytime.

You get more love and help

after the contract is signed

then before

Long term metrics incentivize

good organizational behavior

which creates good experiences

1st Sale < Renewal < Recommend

Good metrics:

NPS, CSAT, Engagement

Organize and incentivize your sales,

marketing and support teams with

long term, shared metrics.

Good experiences = Customer Love

@ambertlee Feb 24

Started using @SlackHQ with my #film crew. Seriously.

It's a game changer. #filmmakers go check it out right

now. My #animation people too.

@SparkAnthology Feb 24

As a non-profit w/ volunteers around the globe,

@SlackHQ makes our effective communication and

distributed collaboration possible! Love it.

@jeanettec007 Feb 24

I really am loving @SlackHQ. Such a great tool for

collaboration/communication. May be the closest to an

email killer.

@EthanGreene1 Feb 24

@SlackHQ is one of the coolest, most innovative

platforms I've used. Definitely going to revolutionize

communication within the workplace.

@klutchell Feb 24

Consensus: @SlackHQ is amazing and everyone should

be using it. If not, you might as well be using carrier

pigeons.

@sdrawthgir Feb 24

I just want to work somewhere that uses @SlackHQ

@JohnRomaniello Feb 21

Ifyou're running a business of any kind and you aren't

using @SlackHQ , you're seriously screwing up.

Honestly, it's a life-changing.

@JesperBylund Feb 24

More impressed by @SlackHQ every day

@JesperBylund Feb 24

Our team just became paying customers of @SlackHQ !

The second most useful tool we use behind @github

@SJBalliano Feb 23

How @SlackHQ made me stop emailing myself

http://bit.ly/1JE02af Please RT

@XavierLanier Feb 23

Absolutely love Slack. @SlackHQ is the first messaging

company to do mobile right. We have tried the rest and

Slack wins by a mile.

@jrozenblat Feb 22

In an effort to slowly kill #email, I'm fully on the

@SlackHQ bandwagon

@StevePulver Feb 22

I've been using @SlackHQ for a few weeks now as

some of my clients and organizations use it religiously.

It's unbelievable.

@PaulStagnerJr Feb 22

@SlackHQ Love your programming and integrations.

They always make my life easier.

@rmi Feb 24

I love the @SlackHQ support people far more than is

seemly.@lukeanspach Feb 22

I love using @SlackHQ. If you're on a team and do daily

interactions via email and text messaging, this is your

app. It gets rid of both.

@kailagrace11 Feb 20

I honestly have no idea why every company doesn't use

@SlackHQ! If you aren't familiar, check it out! 200%

worth it. @SlackHQ #communicate

@SlackHQ has been proposed to 20 times

There have also been over 1,000 other declarations

of love on Twitter, with much less commitment.

Good experiences = Good Growth

Thanks!