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
