![Page 1: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/1.jpg)
Walking hand in hand with your product team to drive customer success
![Page 2: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/2.jpg)
Jamey Jeff
▸ Chief Customer Officer at TrackMaven▸ Competitive Intelligence for Digital Marketers▸ Washington, DC▸ NEA, Bowery Capital
![Page 3: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/3.jpg)
▸ VP of Product at TrackMaven
Derek Snyder
![Page 4: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/4.jpg)
Customer Success + Product:First, a Metaphor
![Page 5: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/5.jpg)
![Page 6: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/6.jpg)
How do we create this cohesion?
![Page 7: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/7.jpg)
![Page 8: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/8.jpg)
![Page 9: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/9.jpg)
?
![Page 10: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/10.jpg)
▸ Daily active users▸ New feature utilization (not looking back)▸ New logo win / loss reporting
▸ “Actionable” usage▸ Time spent / active user▸ NPS▸ CSAT▸ CSM Sentiment
Where we started…
Key stats Health measures
![Page 11: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/11.jpg)
Trailing indicators
![Page 12: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/12.jpg)
Are there one or two metrics we can align the company around?
![Page 13: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/13.jpg)
▸ Understandable
▸ Easy to regularly measure
▸ Aligns Product & Customer Success
▸ Drives the desired outcomes
![Page 14: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/14.jpg)
CohortLicense
UtilizationActive Days
Total Activities
Active Users
Time / Active User
Churned Last 90 Days
Renewed Last 90 Days
Top Customers
![Page 15: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/15.jpg)
CohortLicense
UtilizationActive Days
Total Activities
Active Users
Time / Active User
Churned Last 90 Days
Renewed Last 90 Days
~2.5 x Churned Customer Values
Top Customers ~3 x to 7 x Churned Customer Values
![Page 16: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/16.jpg)
CohortLicense
UtilizationActive Days
Total Activities
Active Users
Time / Active User
Churned Last 90 Days
Renewed Last 90 Days
~2.5 x Churned Customer Values
Top Customers ~3 x to 7 x Churned Customer Values
![Page 17: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/17.jpg)
Leading indicators
![Page 18: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/18.jpg)
![Page 19: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/19.jpg)
▸ Understandable
▸ Easy to regularly measure
▸ Aligns Product & Customer Success
▸ Drives the desired outcomes
![Page 20: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/20.jpg)
Understandable
✔“Plain English” definitions
1
Takeaways: For the Company
![Page 21: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/21.jpg)
Easy to regularly measure
✔Lists and reports built in Totango.
✔Export into company dashboards
that include goals
2
Takeaways: For the Company
![Page 22: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/22.jpg)
Aligns Product + Customer Success
the Whole Company
✔One set of common metrics✔Visible: all hands, weekly exec, product, customer success team meetings
3
Takeaways: For the Company
![Page 23: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/23.jpg)
Drive the desired outcomes
✔Leading indicators for retention
4
Takeaways: For the Company
![Page 24: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/24.jpg)
• “Actionable” usage• Time spent / active user• NPS• CSAT• CSM Sentiment
One more thing…Health Measures
• Usage frequency
Health Measures
![Page 25: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/25.jpg)
• “Actionable” usage• Time spent / active user• NPS• CSAT• CSM Sentiment
One more thing…Health Measures
• Usage frequency
Health Measures
X
![Page 26: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/26.jpg)
Takeaways: For Customer Success
1. Health measurement – keep it simple!
2. Health measurement – keep it real-‐time!
3. Analyze and report on all the other data points
![Page 27: Walking Hand in Hand With Your Product Team to Drive Customer Success](https://reader031.vdocuments.us/reader031/viewer/2022030305/58717e851a28ab230b8b6dc3/html5/thumbnails/27.jpg)
Questions?