The Evolution of Customer Success

Customer  Success

the

Catherine  BlackmoreGVP  Customer  Success,Oracle  Marketing  Cloud

Where  there’sa  cloud…

There’s  a  fire.

The  Age  of  the  

Firefighter

Early  Customer  Success…• Extension  of  Support  

• Customer  Service  Focused

• High  Touch

• Reactionary

What  about  fire  prevention?

Why  are  customers  escalated?

The  Age  of  the  

Detective

The  Age  of  the  

Firefighter

The  Data  Era…• Drivers  of  Churn  &  Escalations

• Developing  a  CS  Database

• Customer  Segmentation

• Minimize  Reactive  Interventions

What  isCustomer  Successat  scale?

The  Age  of  the  

Detective

The  Age  of  the  

Technologist

The  Age  of  the  

Firefighter

The  Modern  Era…• Predictive

• Data-­driven  Programs

• 1  to  Many

• Proactive  Interactions