Introduction to customer success guy nirpaz, totango
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The document discusses the importance of customer success leadership and its impact on maximizing customer lifetime value in technology services. It highlights the growing demand for customer success roles and strategies to reduce churn, improve customer engagement, and utilize customer health scores. Additionally, it provides a framework for enhancing customer success practices within organizations.
Introduction to customer success guy nirpaz, totango
- 1. Introduction to Customer Success Guy Nirpaz | Co-founder & CEO | Totango [email protected] | @guynirpaz | guynirpaz.com
- 2. is the leader in Customer Success 115 CUSTOMERS 7PUBLIC COMPANIES $3.5BOF SUBSCRIPTION MANAGED
- 3. 3 0 200 400 600 800 1000 1200 1400 1600 1800 2000 Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 2010 2011 2012 2013 2014 2015 Customer Success Jobs on The Demand for Customer Success is Rapidly Growing
- 4. 3rd Customer Success Summit Over 1100 Attendees March 2015 Produced by Totango
- 5. What does investing in Customer Success ultimately lead to? 5
- 6. DECREASE VALUE DECREASE VALUE CHURN CHURN GROW VALUE FIRST VALUE START INCREASE USERS INCREASE USAGE EXPAND FUNCTIONALITY CHURN ONGOING VALUE ONBOARDING ADOPTION RENEWAL & UPSELL
- 7. ADOPTION The Customer Success Charter Is to Maximize Customer Lifetime Value for a Technology as a Service business Trial Onboarding Adoption Retention Expansion CAC, Trial Conversion Time to Value Customer Engagement Churn & Retention Rates ACV / Customer
- 8. What is your maturity level? FIRE FIGHTING DRIVING VALUE PROACTIVELY REDUCING CHURN PERFORMING CPR STAGE 0 STAGE 3 STAGE 2 STAGE 1
- 10. PERFORMING CPR No Customer Success Team No formal success plans HOW DO YOU IMPROVE? Get organizational buy-in to make customer success a priority Develop system and process for handling emergency accounts Build a Customer Success team!
- 12. FIRE FIGHTING Focus is on at-risk accounts Limited team resources HOW DO YOU IMPROVE? Develop system and process for handling emergency accounts Map your customer journey Ensure company-wide understanding of the role of customer success
- 14. What is a customer health score? PRODUCT USAGE – Are users logging in and using the application regularly? BUSINESS OUTCOMES – Is the customer getting the end result they purchased the product for? SERVICE UTILIZATION – Is the customer fully utilizing their subscription? CUSTOMER SATISFACTION – Feedback from customers and CSMs SUPPORT & OPERATIONS – Outstanding support, SLA or invoicing issues 1. 2. 3. 4. 5. LEADING INDICATORS OBJECTIVE DATA 100% COVERAGE LAGGING INDICATORS SUBJECTIVE DATA LIMITED COVERAGE
- 15. PROACTIVELY REDUCING CHURN Basic account monitoring in place HOW DO YOU IMPROVE? Segment customers based on their stage in the customer journey Develop engagement and action plans for both healthy and at risk customers Ensure that your system can scale by adding in automation Customer accounts have health scores
- 17. DRIVING VALUE Proactively engage with customers Focus on growth and innovation HOW DO YOU IMPROVE? Continually fine tune your processes using data from churned and renewed customers Use delivery of business value and account expertise to renew and cross sell You provide best practices, share data insights and, encourage use of the full product