set your team up for success -low res
TRANSCRIPT
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3 Steps to Set Your Team Up for Success
Chen Ben Attar May 26, 2016
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Chen Ben Attar
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Our Customers are at the forefront of Customer Success
2M/50MAccounts / Active Users
200+ Customers
$5B+Of Subscription Managed
Enable subscription businesses to retain and expand revenue by
leveraging product usage and account data
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Step 1:Set Clear Priorities
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Sales Process Customer Success Process
Upsell
Retention
Satisfaction
Adoption
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Managing Escalations
CapturingOpportunities
Driving Adoption
Onboarding
Key Activities
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Time To Value Configuration
Quality
Satisfaction
Escalations
Expansions
Adoption
Onboarding
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Time To Value Configuration
Quality
Satisfaction
Escalations
Expansions
Adoption
Onboarding
License Utilization
Feature Adoption
Business Outcomes
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Time To Value Configuration
Quality
Satisfaction
Escalations
Expansions
Adoption
Onboarding
License Utilization
Feature Adoption
Business Outcomes
Active Escalations Save Rate Associated
Effort
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Time To Value Configuration
Quality
Satisfaction
Escalations
Expansions
Adoption
Onboarding
License Utilization
Feature Adoption
Business Outcomes
Active Escalations Save Rate Associated
Effort
Win Rate AdvocacyRetention/ExpansionOpportunities
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Escalation
Expansion
Adoption
OnboardingDrivers
Outcomes
Risks
Time To Value
License Utilization
Feature Adoption
Active Escalations
Retention/ExpansionOpportunities
Win Rate Advocacy
Business Outcomes
SatisfactionConfiguration
Quality
Save Rate AssociatedEffort
Portfolio ScoreCard
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Focus On Drivers, Track Outcomes
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Tracking Outcomes
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Focus on Potential Accounts
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Focus on specific functionality Adoption
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Portfolio level Visibility- Feature Utilization
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Set Account-specific adoption goals
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Step 2:Share Expertise
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Who/When
What
Generate measureable ,repeatable, predictable success practices
Draw on the team’s collective experience
Automate Triggers targeting relevant accounts
Provide Actionable Guidelines
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Don’t drop the..
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Scale Successful Practices
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Step 3:Foster Accountability
And don’t forget to Celebrate Achievements…
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Team PerformanceReview Overall team performance
Compare individual output
Determine which CSM needs your attention most
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Individual Performance
Effort Impact
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Individual Performance-Account level
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Summary 1. Set Priorities by Identifying a gap in performance using “Revenue Center”, as
well as potential accounts using “Active Lists”(Segments) & Reports
2. Share Expertise by capturing actionable guidelines in “Success Plays”
3. Foster accountability on around Drivers & Results using “Team Console”