how to align customer success management with services / support / training
DESCRIPTION
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - How to Align Customer Success Management with Services/Support/Training - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Five9, Zendesk, Ooyala, ServiceRocketTRANSCRIPT
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