how to align customer success management with services / support / training

How to Align CSM and Services/Support/Training

Todd Eby, Five9

Caitlin Henahan, Zendesk Dave Hare, Ooyala

Rob Castaneda, ServiceRocket

Sary Stefanki, Zendesk

Dave HareOoyala

Ooyala harnesses the power of big data to help broadcasters, operators

and media companies build more engaged audiences and earn more

money with personalized, interactive video experiences for every screen.

Ooyala’s comprehensive, data-driven software and productized services

combine best-of-breed technologies with industry-leading video analytics to

help customers optimize and automate video programming, video

streaming and distribution.

SVP Client Service Group,

Ooyala

Integrated Customer Experience

TrainingTAMTSCSMPSG

Customer Success

Customer for Life

Integrated Teams

TAM

• Premium Support

• Problem management

TS

• Issue resolution

• Technical account configuration

Training• Customer

Education• Training

Webinars• Partner

Certifications

CSM

• Account development

• Business Escalation management

PSG

• Customized implementations

• Optimization

Customer Lifecycle

Selection

RenewalImplementation Adoption Optimization

Churn

PSGCSM

TSTAM

CSMTAM

TrainingCSM

Caitlin Henehan & Sary Stefanki

Zendesk brings organizations and their

customers closer together with software for

better customer service. Customer Success

helps make that happen.

- Evolution of Customer Success at Zendesk

- Optimizing for happy customers across

different customer segments

- Driving it home with data

Director, Account Management

Zendesk

Director, Global Customer Success

Zendesk

Evolution of Customer Success at Zendesk

It started with our product and its design

From there we focused on our support

That customer experience drove revenue and customer loyalty and multiplied

Now we invest in teams of customer-centric rockstars across Success, Services and Sales

Key drivers :Customer experience: Our top driver

Retention: Loyal customers don’t just choose you, they tell others to do the same

Volume: Rapid growth demands broad and segmented success

Global Alignment at ZendeskAlign to our customer journey- Their moments, not ours- 40,000 customers across 141 countries, multiple time zones- Small, medium, large

Success plans for each with an associated level of onboarding, account management, services, support, and product feedback

Use global data to define where we invest and expand and continually optimize for the relationship

At Five9 we are driven by a passion to transform contact centers into customer engagement centers of excellence. We believe that companies of every size should have the ability to create powerful connections with their customers. Creating a contact center hasn’t always been cost-effective—or easy, the cloud changes all that.

Todd C. Eby

Vice President,

Professional Services at

Five9

Five9 Customer Success Manifesto We believe in empowering our Customers to

achieve success.

We do this by understanding what success means to them and then obsessively

focusing on delivering the support, services and education that enables them to achieve

their definition of success.

Only through our Customers success are we successful.

Creating a Partnership-based Success Team

1. Start with a MAP2. Align around the

Journey3. Segment to Scale

4. Model Engagement5. Invest in Tools6. Incent Behavior

6 Keys to Success when working cross-functionally to deliver a seamless Customer Experience

Rob CastanedaServiceRocket

Happy customers consume more software.

ServiceRocket partners with fast growing software

companies to deliver quality training and support

that delights their enterprise customers.

Founder/CEO, ServiceRocket

Do You Need Training?

”..Our product is so intuitive, it doesn’t need training…”

http://servicerocket.com/17ways

Where does your Training Capability fit?

• It’s a fire drill every time a customer requests

training.

• Single point sensitve

Reacting

• Courses are running, a schedule is published,

customers can register online, courses are

repeatable.

• You have 2-3 courses the cover 80% of

what your customers need.

Performing

• The capability and infrastructure in place to

support large audiences across time zones, and

geographies.

• Training Partner network, eLearning, …

Scaling

• Training accountable to a number and the

training function is integrated with other

business functions to grow revenue.

Optimizing

Q & A