Top 10 Do’s & Don’ts of Customer Success
Dylin Webster, Director, Customer Success
Ariane Lindblom, Vice President, Product Marketing
October 14, 2014
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ADVOCACY Customer Lifecycle Management Creates Customers for Life
Focus on customer success once you have a churn problem
2
#1 Don’t
Hold Customer Success as sole group accountable for customer success
3
#2 Don’t
Vary coverage models by market segment
4
#3
Rule of thumb: $2M ARR per Customer Success Manager
5
#4
Identify power users of sticky products & features in each account
6
#5
Develop a success plan for every customer
7
#6
Use health scores as the main tool to drive account prioritization
8
#7 Don’t
Use automated outreach at the account level to help your Customer Success team scale
9
#8
Don’t
Remember, the customer is always right
10
#9 Don’t
Measure everything (especially the effect of activities on desired outcomes)
11
#10
Learn More About Customer Success!
“Run Best-in-Class Customer
Success on Salesforce1” Wed. 2.30-3.10
Marriott Marquis, Foothill G1/G2
Visit us at Booth #1232
Thank You!
