How Salesforce Built Success at Scale
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Salesforce has built success at scale over 17 years by developing key programs and processes. They launched a customer success program in 2003 and have since grown it to include 3000+ people supporting 150k+ customers. Salesforce scales customer engagements through a combination of process, data, technology, and people. They measure success through metrics like invitation rates, engagement rates, usage increases, and customer satisfaction.
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How Salesforce Built Success at Scale
- 1. How Salesforce Built Success At Scale
- 2. Salesforce since 2003 Founding member of Customer Success Program Built SMB SuccessOrganization for North America Helped launch Toronto office Developed global scaled engagement model Enterprise Success Leader in PNW Before Salesforce Management Consulting, Systems Implementation Personal Live in Portland,OR Family man, athlete, oenophile djmartin@salesforce.com www.linkedin.com/in/djoelmartin @joelmartin •Administrator •AdvancedAdministrator •Developer •Sales CloudConsultant •Service CloudConsultant •Email Specialist Built My Career in Customer Success
- 3. Salesforce - 17 Years Innovating Customer Success 2015 Customer Success Managers Customers For Life On-‐Boarding Program Early Warning System Scaled Engagement Model Success Community 150k+ Customers 3000+ People 2M+ Community Members >9 CSat Imitated By many Success Journeys 1999
- 4. The Building Blocks for a Scale Program Data Content Success Measures Customer Success Feedback Mechanism Systems of Engagement
- 5. Knowing How to Help Takes Practice
- 6. Timing of Information Makes All The Difference vs.
- 7. Multiple Ways to Determine When to Engage Time Based Product Usage Customer Feedback Ease Relevance
- 8. Webinars Knowledge Base Self Service 1:Many (Presentation with Q&A) 1:Few (Interactive Discussion) Crowd Sourced 1:1 (Interactive Discussion) 12,000 new customers per quarter through on-boarding journey Circles of Success Success Community Outreach or Accelerator How We Scale Customer Engagements
- 9. Scale = Process + Data + Technology + People
- 10. Email Provides the Connective Tissue
- 11. Community Harnesses the Power of the People PEER TO PEER SUCCESS 100% Questions answered 98% answered by members 90% Customer Satisfaction CUSTOMER BASED INNOVATION 2000+ community delivered ideas 2.4 million points delivered ~100 ideas delivered each release CUSTOMER SUPPORT Official documentation Online training Logging a Case EVENT COLLABORATION Event specific groups Session records & presentations Pre and post event collaboration CUSTOMER COLLABORATION Official Salesforce-Led Groups Regional and Industry Groups Knowledge sharing and Networking LIVE BUG TRACKING Salesforce bug status Workaround availability Issue resolution closed loop
- 12. Better Late Than Never … Built into the Product
- 13. How We Measure Success of Scaled Engagement • % customers invited • Open rates • Click through rates % of customers: • Attending webinars • Viewing videos • Participating in community • Completing walkthroughs • % increase usage metrics • engaged vs unengaged • specific time intervals • Adoption curve • CSAT / NPS • Renewal • Growth REACH ENGAGE IMPACT
- 14. ü Build success into your product ü Enlist IT support early ü Agree on what success looks like ü Prioritize customer on-boarding ü Identify the “right” person in sales process ü Baseline your metrics ü Best Practices need to be managed ü Don’t aim for perfection – test and learn