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How not to grow a customer success team in a startup

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Totango
Totango

Customer Success Play by Ryan Engley, Director of Customer Success at Unbounce, at the 2014 Customer Success Summit.

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READY? Customer Success Summit ! ! @ryan_engley
HOW! not! TO GROW A CUSTOMER SUCCESS TEAM IN A STARTUP Customer Success Summit ! ! @ryan_engley
photo of old Unbounce Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley Image courtesy Totango: http://blog.totango.com/2013/09/pro-customer-company-is-all-about-first-value/
Much Trials So Targets! How Customers WOW
19% Customer Success Summit ! ! @ryan_engley
1 PEOPLE HAD NO IDEA WHAT CUSTOMER SUCCESS DID Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
wha’! happen?
2 WE COULDN’T MEASURE THE CUSTOMER SUCCESS TEAM’S IMPACT Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley Called all new trials Surveyed Customers NPS Monitored user behaviour Engaged inactive customers Onboarded with lifecycle emails Actually answered the phone Shared feedback with product team Solved bugs with QA Live Chat Sent swag Hosted meet ups Monitored Churn Newsletter Demos
Customer Satisfaction! 96%
3 MY TEAM WASN’T MOTIVATED Customer Success Summit ! ! @ryan_engley
How do you build a motivated customer success team! that visibly & measurably! contributes to your company’s success? Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
Customer Success Summit ! ! @ryan_engley
Don’t Focus on 
 What You Do Customer Success Summit ! ! @ryan_engley (nobody cares)
1 Customer Success Summit ! ! @ryan_engley BUILD YOUR OWN CUSTOMER LIFECYCLE
2 MEASURE KPIs BETWEEN EACH PHASE Customer Success Summit ! ! @ryan_engley
3 BUILD YOUR TEAMS AROUND YOUR KPIs Customer Success Summit ! ! @ryan_engley
CUSTOMER SUCCESS is COMPANY SUCCESS

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