creating and managing tech-touch relationships with customers
TRANSCRIPT
Creating and Managing Tech-Touch Relationships With
Customers
Agenda
• About me• What is Community to Bluescape• Problem Statement• 4 steps• Best Practice• Results• Take-a-ways
Phil Nguyen• Run the Bluescape Community• Program builder• “Let it go”
• Visual Collaboration Platform
What is in Community?
Community is…..
thought leadershipsupport
bran
d
groupsvoices
Content
Where we are…..
Problem: Give customers the best service
1. Prepare to scale your business
2. Customer Segmentation
EnterpriseHigh Touch
MidmarketMedium Touch
SMBTouch Points
Umbrella
Strategic
# of licenses(ACV)
Size
3. Decide on model
The Model
Train(CSM)
Adopt(CSM)
On-‐boarded(Community Team)
Before….
After…..
Call to Action
Monthly Metrics
Updates, news, features
4. Get buy-in from CSMs
Best Practice
•No surprises!• Transition during QBR•Make Touch Points content meaningful and memorable
Results
• 100% retention rate at renewal time• 72% of renewals purchased additional licenses and hardware• 100% referable • Evangelize and partner up• Case study • Webinar • Host event
• CSAT
Take-away/Lessons Learned
• Be creative• Take risks• Know your customers: understand what customers need from you to be
successful• Buy-in from all parties is critical
Q&A
Programs