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How Easy Corporate built a Global Customer Success Organization

Building a global customer success organization is a daunting task for even the most mature organizations. Join Bruno Giorgini, sales operations manager at Easy Taxi and Mariana Azevedo, B2B analyst at Easy Taxi as they breakdown how Easy Taxi created their customer success organization and the challenges they faced.

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How Easy Corporate built a Global Customer Success Organization

  1. 1. 09.22.2016 How Easy Corporate built their Customer Success Organization
  2. 2. Before we begin…
  3. 3. Before we begin… Today’s session will be recorded! We will email all registrants a copy of the slides as well as a recording of the webinar
  4. 4. Before we begin… Ask Questions! We will answer them in our live Q/A session at the end of the session
  5. 5. Before we begin… Ask Questions! We will answer them in our live Q/A session at the end of the session
  6. 6. Today’s Speakers Bruno Giorgini Sales Operations Manager Mariana Azevedo Sales Operations Analyst
  7. 7. Today’s Agenda ABOUT EASY CORPORATE WHY CUSTOMER SUCCESS CHALLENGES IN GLOBALIZATION WHY EASY CORPORATE CHOSE GAINSIGHT 1 2 3 4 5 USE CASES
  8. 8. ABOUT EASY CORPORATE
  9. 9. Used by +25 MM passengers Best taxi app Android, iOS and Windows Phone Found in 2011 Global Leader In 18 countries US$ 77 MM investment raised +500 M drivers Approved by +3,000 B2B clients Since 2011 innovating on customers and companies transportation
  10. 10. WHY CUSTOMER SUCCESS IS IMPORTANT FOR EASY CORPORATE
  11. 11. Sales Cycle Number of clients in rapid growth Vs. Difficulties in managing all those clients Customer Success importance
  12. 12. Customer Success is ensuring your customers achieve their desired outcome while using your product. But WHAT IS Customer Success? “ ”- Gainsight
  13. 13. THE CHALLENGES OF STANDARDIZING CUSTOMER SUCCESS IN A GROWING GLOBAL TEAM
  14. 14. WHY WE CHOSE GAINSIGHT TO DRIVE CUSTOMER SUCCESS
  15. 15. Why did Easy Corporate purchase Gainsight?
  16. 16. How Easy Corporate did it…
  17. 17. 1. Life Cycle 2. CTAs 3. Data integration 4. Playbooks How Easy Corporate did it…
  18. 18. • Will Churn: client about to stop using our services • Churn: client lost • Usage vs. Potential • NPS score: sent 90 days after 1st ride • Health Score: we set criteria for the clients health and them, combined, give us the clients health score (ex: usage vs. potential, usage growth, registered users, NPS and delayed CTAs) Main KPI’s tracked with Gainsight
  19. 19. 1. Focus a lot on training and making the executives understand the value of the platform 1. Recycle the CTAs and Playbooks every 4-6months 1. “Be there” for the executives, listening to their suggestions and critical points (find “champions” - team influencers) 1. Participate on Gainsight trainings and webinars (this helps you to keep updated about the platform and market best practices) LESSONS LEARNED
  20. 20. HOW WE USE GAINSIGHT AT EASY CORPORATE
  21. 21. CS EXECUTIVE’S POINT OF VIEW CS executive spends most part of his time on Cockpit and Customer 360º
  22. 22. CS executive spends most part of his time on Cockpit and Customer 360º CS EXECUTIVE’S POINT OF VIEW
  23. 23. CS MANAGER’S POINT OF VIEW
  24. 24. CS MANAGER’S POINT OF VIEW
  25. 25. Questions? Bruno Giorgini Sales Operations Manager Mariana Azevedo Sales Operations Analyst Brian Brannon Marketing Program Manager

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  • lindelani

    Jan. 23, 2017
  • TauqeerBashir

    Jul. 13, 2018

Building a global customer success organization is a daunting task for even the most mature organizations. Join Bruno Giorgini, sales operations manager at Easy Taxi and Mariana Azevedo, B2B analyst at Easy Taxi as they breakdown how Easy Taxi created their customer success organization and the challenges they faced.

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