9 Plays and 3 Tools

Customer Success Management

Your Presenters

Joshua SantosDirector Customer Success

Clarizen

Dominique LevinCMO

Totango

Jeremy MalanderDirector Customer Success

BlueJeans

Table of Contents

3 Onboarding Plays

3 Expansion Plays

3 Retention Plays

3 Customer Success Tools

3 Onboarding Plays

Keep it simple

First 6 Months ComplicatedMonth 1 Month 2

Planning

Preparation

Needs Analysis

Tech Specs

LaunchIntegrations

Attractive

Training

Communications

Provisioning

Analysis

• Every customer & deployment will be different• Clear calls to action = momentum• Always consider your goals

If it’s not their day job, don’t make it one.

-Needs Analysis

-Configuration -Communication

-Training

Have a Plan

Trial Nurturing

Trial - Curiosity

Trial - Evaluating

Trial - Hot

Not Adding Agents?

1. Add Agents

2. Add Tickets

3. Customize

3 Expansion Plays

The more ingrained within the infrastructure, the greater the retention.

Set the Hooks

• Email Integrations

• CRM/ERP

• Directory Connectors

• MDM Integration

• SSO & Security

• LOB Training

• Executive Sponsorship

Create Dashboards

Appreciate Power Users

3 Retention Plays

Consider “Perceived ROI” before invoicing..

• In SaaS, CLV is everything

• With everything, CAC should be considered

• Consider the CIO perspective

• Give ample time to review

Timing is Everything

Please Come Back Emails

3 Customer Success Tools

Things happen when you are on mute.No joke, they really do.

• Emotional Connection

• Hold the attention.

• Face to Face vs. Slides

• Make it easy to connect

Visit Bluejeans.com to join the party!

Clarizen for Customer Success

Get Started with Totango

A Customer Engagement databaseGroup customer by stages: Onboarding and EstablishedDefine criteria and engagement metrics for each

Different workflows for different stagesOnboarding: Closely monitor and proactively provide implementation supportEstablished: Set thresholds to alert team of accounts with decreased engagement

Key metrics to followTime to onboard Engagement ratesChurn (Onboarding and Established)

100 Customers

10 Million users

Thank You!

jer@bluejeans.netjosh.santos@clarizen.comdominique@totango.com