Top 10 Do’s & Don’ts of Customer Success

Dylin Webster, Director, Customer Success

Ariane Lindblom, Vice President, Product Marketing

October 14, 2014

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ADVOCACY Customer Lifecycle Management Creates Customers for Life

Focus on customer success once you have a churn problem

2

#1 Don’t

Hold Customer Success as sole group accountable for customer success

3

#2 Don’t

Vary coverage models by market segment

4

#3

Rule of thumb: $2M ARR per Customer Success Manager

5

#4

Identify power users of sticky products & features in each account

6

#5

Develop a success plan for every customer

7

#6

Use health scores as the main tool to drive account prioritization

8

#7 Don’t

Use automated outreach at the account level to help your Customer Success team scale

9

#8

Don’t

Remember, the customer is always right

10

#9 Don’t

Measure everything (especially the effect of activities on desired outcomes)

11

#10

Learn More About Customer Success!

“Run Best-in-Class Customer

Success on Salesforce1” Wed. 2.30-3.10

Marriott Marquis, Foothill G1/G2

Visit us at Booth #1232

Thank You!

alindblom@servicesource.com dwebster@servicesource.com