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Customer Success Play by Omer Gotlieb, Chief Customer Officer at Totango, at the 2014 Customer Success Summit.
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Produced by Customer Success Summit 2014
Customer Success Summit 2014
How to have fun in Customer Success while providing value to your customers Presenter: Omer Gotlieb, Totango Email: [email protected] Twitter: @omergotlieb
Produced by Customer Success Summit 2014
About me and my company • Co-Founder and Chief Customer
Officer at Totango • REALLY enjoying working with all
Totango’s customers….
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• Customer Success Platform • We eat our own dog food and drink
our own champagne
Produced by Customer Success Summit 2014
What led me to Customer Success
• Exactly the same things that led me to start Totango – Fanatic about data and value – Hate being sold to – “Let me play with this first” vs. long long
implementation projects – Customer Love…
• Started my career as a techie… but quickly shifted to customer facing roles
• 15+ years in Product Management, Professional Services, Sales and Customer Success
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Produced by Customer Success Summit 2014
Having Fun at Customer Success – Why?
Feels like you’re working in a hospital?...
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Produced by Customer Success Summit 2014
Having Fun at Customer Success – Why?
Celebrate Wins - Moments of Customer Love • Improve your metrics (retention, referrals) • Energy boost for the CS team and the entire
company • Momentum…
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Produced by Customer Success Summit 2014
How?
Be Proactive – Drive to Value • Identify where you can help • Proactively run engagement campaigns
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START FIRST VALUE
ONGOING VALUE
NEW VALUE
Produced by Customer Success Summit 2014
• Feature Adoption – Identify users who are not using an important feature, and
educate them on why and how • Find Data Insights
– There’s gold in your customer data – find it and share • Share Best Practices
– People are eager to learn from other companies • New people training
– Identify new users added and offer training • Say Thank You (tshirts, mugs, notes..)
– Identify your champions and show them you value that
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Recommended Plays
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• Increased Engagement • Customer Love/Advocacy • Customer for life….
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Expected Results
“You guys rock!” “I already built and showed this to my CEO, WOW!” “Thanks for sending this over Omer. Really great stuff yesterday. The updates are going to be huge for us!”
Produced by Customer Success Summit 2014
Lessons Learned:
• Lesson #1 – Have the right data – Know: Why, When, Who – Right Sensors (user level, feature usage, frequency)
• Lesson #2 – Be Intelligent – Don’t be generic – Tailor the engagement play to the right audience
• Lesson #3 – Measure Impact – Increased engagement – Improved customer health – Customer Advocacy
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Produced by Customer Success Summit 2014
Q & A
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Produced by Customer Success Summit 2014 11
Winning in 2014!
Think Big Start Small Move>>Fast!