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Customer Success Management

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Nick Mehta
Nick Mehta
TechnologyBusinessEducation
1 of 28
Nick Mehta Thursday, May 9, 2013
2
3 Why? What? How?
4 Why?
5 • Product / Service Usage • Survey Responses • Payment History • Support Interactions • Community Forum Involvement • …
6
7 Per-Year
8 Per-Cycle
9 Per-Click
10 Friction for a Customer to Join Friction for a Customer to Leave
11 Vendor Success Customer Success
12 Vendor Success Customer Success Vendor Success Customer Success
13 What?
MA R K ETIN G SALES R ETEN TION  Unexpected Churn  Missed Up-sell  Costly Scaling of Team 14
MA R K ETIN G SALES R ETEN TION 15 61% of REVENUE
16 Marketing Sales ServicesSupport Customer Success Renewals
17 Retention Adoption Influence Satisfaction Engagement R A I S E Customer Success
18 How Not?
19 7 Customer Success Fails
Fail #1: No Buy-In and Owner of Customer Success
Fail #2: Relabeling Account Managers or Support
Fail #3: Giving CSMs Individual Quotas
Fail #4: Not Aligning Effort to Revenue
Fail #5: Treating All Customers the Same High Touch Low Touch No Touch
Fail #6: Starting at the Renewal
Fail #7: Missing the Full View of the Customer
27 Team Investors Clients
Customer Success Management

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Customer Success Management

Editor's Notes

  1. Insight into customer data can shape an organization’s customer experience strategy and impact the bottom line. Customer success management (CSM) has emerged as an important model to centralize data from all customer interactions, proactively monitor customer satisfaction, understand product usage and anticipate customer behavior. In this session, attendees will learn CSM best practices, tips and real world examples of how a unified view of customer data can increase customer retention and drive revenue.