supportkit mma forum presentation march 2015 (with annotations)
TRANSCRIPT
March 2015, New York
Customer Success, Marketing
and your Leaky Funnel Bucket
Let’s talk.
• Why Customer Success?
• How Customer Success?
• The Challenge
• How Mobile Changes the Game
• Imagine…
• What you can do starting tomorrow
Are you a subscription business?
New customer
acquisition marketing
is like a jet’s engine,
propelling your
business forward
What if the aviation
industry could invest
in controlling
headwinds... how
much would they
invest?
What about
tailwinds??
Head Winds = Churn
Tail Winds = Up-sell
How much are you investing in your business’
head winds and tailwinds?
Valuation Difference after 5 years?
Company A vs. Company B
• Same cost of acquisition
• Same rate of acquisition
• Same pricing
• Company A retention rate after 1 year = 95%
• Company B retention rate after 1 year = 80%
Company A Value is 2x Greater than Company B!
Courtesy: Mikael Blaisdell, Executive Director, Customer Success Association
How Customer Success?
So you say you are OmniChannel:
voice, email, live-chat
BUT… are we really talking to our customers
the way they would choose?
“we are past the point of peak telephony”
- Dean Bubley, Disruptive Analysis
- WIRED Magazine
In 2014, over a billion people exchanged
over 70 trillion messages.
Messaging will become the primary
form of communication between
businesses and their customers.
So… are we really talking to our customers
the way they would choose?
Let’s imagine if we were.
Great reference example from the audience:
http://travel-brilliantly.marriott.com/our-
innovations/mobile-guest-services
Do you have a mobile app?
You can stop imagining.
More we can discuss…
• How you can launch tomorrow and not change any of
your business processes
• Messaging vs. Live Chat
• Native in-app messaging vs. via 3rd party messaging
providers
• Native in-app messaging vs. SMS
• Proactive push messaging vs. notifications
@wlevitan
ca.linkedin.com/in/wlevitan/en
SupportKit.io