1. Delivering on a promise to
create a CX Focused Company

2. 2012 2013 2014 2015 2016 2017
Cut churn in half by establishing a CX focused company

3. Delivering on a promise to
create a CX Focused Company

4. Agenda
• What is your promise?
• How do customers know you have delivered?
• Do you know which customers are on their way to success?

5. What’s your promise?
• As a company, what is your promise to your customers?
 Clearly define the value and outcome(s) your company expects to deliver
• Can you deliver?
 Ensure appropriate funding for delivering on that promise
 Don’t make promises you can’t keep (maintain trust)
• Does everyone know their role in delivering on the company’s promise?
 Company, department, team and individual plans (V2MOM)
 Define shared metrics that drive the right outcomes

6. How do customers know you’ve delivered?
• Define a clear path to success (promise delivery)
 Customer Success Journey
⎼ Implementation, nurture/optimization, renewal & expansion
⎼ Develop repeatable engagement practices that drive outcomes
• Show your ROI
 In-app dashboards & automated reporting

7. Proactive Engagement for Successful Outcomes
• Drive visibility into adoption/usage statistics to ensure customers are on track to achieve promise
• Know the leading indicators of success and failure (EWS)
 Behavior-based segmentation and automated engagement
• Company-wide visibility into where customers are in their journey

8. • Clearly define your value proposition
• Make sure your customers know how and when you have delivered
• Know leading indicators of success and failure
• Establish shared metrics that drive the company toward a common goal of delivering on your promise
Creating a CX focused company

9. Thank you!