Produced by Customer Success Summit 2014

Winning in 2014!

Think  Big  Start  Small  Move  Fast!  

Produced by Customer Success Summit 2014 2  

Stephanie Schatz SVP Sales and Customer Success Xamarin Inc.

stephanie@xamarin.com

@she_travels

Delight Developers

Defining The Customer Journey

Produced by Customer Success Summit 2014

About Me

3  

150+    Sharks    

15  months      of  Travel  

1    Horse  

Produced by Customer Success Summit 2014

Xamarin: Explosive Growth in 2.5 years

4  

550,000+    Registered  Developers  

30,000+    Added  per  Month  

120+    Countries  with    Customers  

Produced by Customer Success Summit 2014

What led me to Customer Success

5  

My  Background  

How  I  see  Customer  Success  

15  Years  in  Enterprise  SoIware  Sales  and  Success  

 Fluent  in  5  Languages  

 Have  Lived  and  Worked  in  7  Countries  

…

Produced by Customer Success Summit 2014

Xamarin’s Mission – Delight Developers

6  

Produced by Customer Success Summit 2014 7  

Xamarin’s Customer Journey

Produced by Customer Success Summit 2014

Recommended Customer Success Play Defining  the  customer’s  conversion  point    

Onboarding  new  paying  customers      No  restricBons    

Clearly  define  your  customer’s  conversion  point  and  measure  your  CS  team  on  clearly  defined    conversion  metrics  –  based  on  customer  segmentaBon.      

Example:  Xamarin  mid-­‐market  customer  has  launched  /  published  an  app  within  3  months  aOer  purchase.  Using  this  play  we  are  able  to  dramaBcally  increase  the  sBckiness  of  our  product  and  significantly  decrease  the  risk  of  churn.  

8  

Play  Name:    

When  to  use:    

RestricBons:    

Play  Anatomy:          

Comments:      

Produced by Customer Success Summit 2014

Lesson #1

9  

Start by defining and documenting

your customer success process

and metrics.

Assign a project manager and make sure to

train the entire project team.

Define success criteria and deadlines.

Over-communicate results.

A  Customer  Success  Tool  Rollout  is  a  Classic  Enterprise  SoIware  implementaRon  Project  

Produced by Customer Success Summit 2014

Lesson #2

10  

Think about Customer

Success on day 1 of your company

– not after year 1.

Keeping your CRM data

clean needs to be an ongoing effort – every

month.

To start, focus on your key

metrics only – and incorporate

them in your company’s cadence.

Customer  Success  Tools  Are  Only    As  Good  As  Your  CRM  Data    

Allows  Them  To  Be    

Produced by Customer Success Summit 2014

Lesson #3

11  

Choose  a  Great  Company  to  Work  with  as  a  Business  Partner  

They need to supply you with

prescriptive guidelines and industry best

practices.

They are smart, competent and

give you reliable ongoing support.

They  are    fun  to  

work  with!    

Produced by Customer Success Summit 2014

My Recommendations

12  

There is no ‘one size fits all’ in Customer Success.

Stay up to date! Customer Success is a fast changing industry – dedicate a set amount of time every week to read recent articles and blog posts published by Customer Success though leaders.

Implement à Iterate à Evolve

Produced by Customer Success Summit 2014

We’re Hiring – Come join an awesome team!

13  

Open Positions

o  VP, Customer Success

o  Customer Success Manager

o  Account Manager

o  Enterprise Success Manager

o  Partner Manager

o  And many more…

Produced by Customer Success Summit 2014 14  

Thank  You!