its 2017 - isn't it time your customer service became customer success?

It’s 2017 – Isn’t It Time Your Customer Service Became Customer Success? @GetAmity @TriTuns #CSwebinar

© 2016 Tri Tuns, LLC. All Rights Reserved.

It’s 2017 - Isn’t It Time Your Customer Service Became Customer Success?

Jen Maclean-RoganVice President of Client

Success, Tri Tuns

Steve LichtenfelsExecutive Vice

President, Tri Tuns



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The experts in profitable customer success & accelerated software adoption delivering fast &

effective consulting & training services since 2006

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succeed without the other!

2016 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC.

Isn’t it time your Customer Support becomes Customer

Success?

What

Why

HOW

What is Customer Success?

Why do you need Customer Success?

How do you move from Customer Support to Customer Success?

© 2016 Tri Tuns, LLC. Privileged & Confidential Property of Tri Tuns, LLC

CS is a revenue and growth generator for your company by helping your customers achieve

value from your product that they aren’t able to achieve on their own.


What is Customer Success (CS)?

Decrease customer churn

Decrease customer acquisition costs

Increase recurring revenue

Increase customer lifetime value

Why do you need Customer Success?


It can often take 12-18 months until businesses see a ROI from new accounts. Bain & Company

It is 6 to 7 times more expensive to acquire a new customer than retain an existing one. Gartner

A 5% reduction in customer churn can lead to an increase in profits of between 25% and 95%. Harvard Business School

A 10% decrease in customer churn will result in a 30% increase in a company’s valuation. Bain & Company

1. Move from technical outcomes to business outcomes

2. Move from an initial sales strategy to a retention and expansion strategy

3. Move from a reactive model to a proactive model

4. Move from a one department function to an all departments’ function


How do you move from Customer Support to Customer Success?

The Top 4 Shifts Your Organization Needs to Make Now to Move from Customer Support to Customer Success

If your definition of success is getting a customer’s system live, on time, and within budget, then you’re customer support.

If your definition of success is helping customers attain value and ROI after Go Live, then you’re customer success.

Move from Technical Outcomes to Business Outcomes


Customers don’t renew subscriptions that are not used!

Time

ROI

COST

Go-Live ROITime

Move from Technical Outcomes to Business Outcomes

Value

Succe

ss


If your organization’s revenue and growth strategy is focused on getting the initial sale, then you’re customer support.

If your organization’s revenue and growth strategy is focused on account retention and expansion, then you’re customer success.

Move from an Initial Sales Strategy to a Retention and Expansion Strategy

“80% of your company’s revenue will come from just 20% of your existing customers. Bain & Company

Revenue Streams

Past

Initial

Future(w/ CS)

Present (No CS)

5 64 71 2 3 8 9 10 TOTAL

Time

ROI

COST

Go-Live

$1M

$150k

$250k

$100k $100k$100k $100k$100k $100k $100k $100k $100k $2M

$50k $0$80k $0$150k $150k $100k $0 $0 $0 $680k

$400k $400k$300k $400k$250k $250k $300k $500k $500k $550k 4.1M

$100k

Time

Go-Live ROIV

EN

DO

RMove from an Initial Sales Strategy to a Retention and Expansion Strategy

If you’re focused on helping customers after an issue has occurred, then you’re customer support.

If you’re focused on getting in front of barriers to adoption and driving actions that help people incorporate your software into their daily routines to get value from it, then you’re customer success.

Move from a Reactive Model to a Proactive Model


No adoption = no value = no renewal.

ROI

COST

Sunk Costs Recovered Costs

Marke

ting

Onboa

rding

ROIQBRs, Roa

dmap

etc…

System

Train

ingHelp

Des

k

Initia

l Sale

Go-Li

ve

Time

Move from a Reactive Model to a Proactive Model Typical Reactive Model

ROI

COST


Marketi

ng

Produ

ct

ROI

Value attained via software adoption focus

Sales

Customer Success Services

Go Live

Move from a Reactive Model to a Proactive Model Proactive Model


If Customer Success is the focus and sole function of one department, then you’re customer support.

If Customer Success is the focus and central function of all departments, then you’re customer success.

Move from a One Department Function to a Many Departments’ Function

Your customers purchase your product based on hope and renew based on experience.

ROI

COST


Marketi

ng

Produ

ct

ROI

Value attained via software adoption focus

Sales

CS Team

Move from a One Department Function to a Many Departments’ Function


Key Question

s Have you ensured your organization understands what CS is and why it is important?

Have you defined your CS strategy, launched a pilot program and defined / developed profitable CS services that accelerate customer value realization?

Have you allocated time & resources to build your CS program and developed or acquired the CS capacity needed to scale your CS program and services?

We assist software vendors in quickly planning, building and launching effective Customer Success programs through our assortment of consulting and training solutions.

Let us help you, it’s what we do!

Tri Tuns offers a wide-array of Customer Success solutions to meet your needs

Quick Start Strategy & Rapid Rescue

Program & Playbook Development

In-Person & Online Training

Program & Pilot Implementation

Partnering / Outsourcing

www.trituns.com301-841-7438

[email protected]

http://www.trituns.com/



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Q & A



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its 2017 - isn't it time your customer service became customer success?

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