The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - How to Align Customer Success Management with Services/Support/Training - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Five9, Zendesk, Ooyala, ServiceRocket

1. How to Align CSM and
Services/Support/Training
Todd Eby, Five9
Caitlin Henahan, Zendesk Dave Hare, Ooyala
Rob Castaneda, ServiceRocketSary Stefanki, Zendesk

2. Dave Hare
Ooyala
Ooyala harnesses the power of big data to help broadcasters, operators
and media companies build more engaged audiences and earn more
money with personalized, interactive video experiences for every screen.
Ooyala’s comprehensive, data-driven software and productized services
combine best-of-breed technologies with industry-leading video analytics
to help customers optimize and automate video programming, video
streaming and distribution.
SVP Client Service Group,
Ooyala

3. Integrated Customer Experience
TrainingTAMTSCSMPSG
Customer Success
Customer for Life

4. Integrated Teams
• Premium
Support
• Problem
management
• Issue
resolution
• Technical
account
configuration
• Customer
Education
• Training
Webinars
• Partner
Certifications
• Account
development
• Business
Escalation
management
• Customized
implementat
ions
• Optimization

5. Customer Lifecycle
Selection
RenewalImplementation Adoption Optimization
Churn
PSG
CSM
TS
TAM
CSM
TAM
Training
CSM

6. Caitlin Henehan & Sary Stefanki
Zendesk brings organizations and their customers
closer together with software for better customer
service. Customer Success helps make that happen.
- Evolution of Customer Success at Zendesk
- Optimizing for happy customers across different
customer segments
- Driving it home with data
Director, Account Management
Zendesk
Director, Global Customer Success
Zendesk

7. Evolution of Customer Success at Zendesk
It started with our product and its design
From there we focused on our support
That customer experience drove revenue and
customer loyalty and multiplied
Now we invest in teams of customer-centric
rockstars across Success, Services and Sales
Key drivers :
Customer experience: Our top driver
Retention: Loyal customers don’t just
choose you, they tell others to do the
same
Volume: Rapid growth demands broad
and segmented success

8. Global Alignment at Zendesk
Align to our customer journey
- Their moments, not ours
- 40,000 customers across 141 countries, multiple time zones
- Small, medium, large
Success plans for each with an associated level of onboarding, account management,
services, support, and product feedback
Use global data to define where we invest and expand and continually optimize for the relationship

9. At Five9 we are driven by a passion to
transform contact centers into customer
engagement centers of excellence. We
believe that companies of every size should
have the ability to create powerful
connections with their customers. Creating a
contact center hasn’t always been cost-
effective—or easy, the cloud changes all that.
Todd C. Eby
Vice President,
Professional Services at
Five9

10. Five9 Customer Success Manifesto
We believe in empowering our Customers to
achieve success.
We do this by understanding what success means
to them and then obsessively focusing on
delivering the support, services and education that
enables them to achieve their definition of
success.
Only through our Customers success are we
successful.

11. Creating a Partnership-based Success Team
1. Start with a MAP
2. Align around the
Journey
3. Segment to Scale
4. Model Engagement
5. Invest in Tools
6. Incent Behavior
6 Keys to Success when working cross-
functionally to deliver a seamless Customer
Experience

12. Rob Castaneda
ServiceRocket
Happy customers consume more software.
ServiceRocket partners with fast growing software
companies to deliver quality training and support that
delights their enterprise customers.
Founder/CEO, ServiceRocket

13. Do You Need Training?
”..Our product is so intuitive,
it doesn’t need training…”
http://servicerocket.com/17ways

14. Where does your Training Capability fit?
• It’s a fire drill every time a customer requests
training.
• Single point sensitve
Reacting
• Courses are running, a schedule is published,
customers can register online, courses are
repeatable.
• You have 2-3 courses the cover 80% of
what your customers need.
Performing
• The capability and infrastructure in place to
support large audiences across time zones,
and geographies.
• Training Partner network, eLearning, …
Scaling
• Training accountable to a number and the
training function is integrated with other
business functions to grow revenue.
Optimizing

15. Q & A