customer success on salesforce platform dreamforce 2014

Run Best-in-Class Customer Success on Salesforce1 October 15, 2014

We’ve all seen it: changes in customer purchase behavior

Own Use

The Challenge of the Subscription Economy

$

TIME

Revenue

Customer Acquisition

Rate

Failure occurs when Churn >

Acquisition

Revenue Is Recurring

So, the Stakes are High for Customer Success

70%+

Maximize CLV: CAC Recovered in <12 months

Acquisition Churn

DELIVER

ACQUIRE ONBOARD ADOPT

UPSELL

CROSS-SELL

RETAIN

RENEW

ADVOCACY

Create Customers for Life

Customer lifecycle management is an important discipline for organizations that depend on recurring revenue

Joel Martin Sr. Director Customer Success

Trusted Customer Success is Our #1 Value

2003 Customer Success Managers

2008 Recognized by Gartner

2010 Customers For Life

2014 Success Services

www.salesforce.com/success-services

Learn more! Visit our Success Hub @ the Hilton this week

Start by Establishing a Coverage Model That Scales

Customer Segmentation 1

2

3

Large

Medium

Small

Self-Service & Automation Create Scale

1:Many Programs

Expand Reach

Precision Engagement Prioritize Risk

Engagement Strategy

Funding the Model

Use Data-Driven Approach to Customer Engagement

Month -3 Month 0 Month 6 Month 12

Buy Onboard Adopt Renew Month 9

Implementa)on  Planning    

Accelerate  Adop)on  

Customer      On-­‐Boarding  

Catch  Lagging  Implementa)on  

Month 3

Ini)ate  Renewal   Renew  

Data  Trigger  

Engagement  

•  Deal  size  &  stage  •  Partner  involvement  •  Risk  factors  

•  Provision  Date  •  Service  En)tlement  •  Geography  

•  Go-­‐Live  Date  •  System  Usage    •  Adop)on  Measures  

•  Contract  Term  •  Pre-­‐Defined  Risk  •  Addi)onal  Opportunity  

•  System  Usage  •  Peer  Benchmarking  •  Best  Prac)ces  

Standardize Your Engagement Model

ü  Bake into your product

ü Right team on the field

ü  Everyone is accountable

Build Success Into Your Company DNA

• Define what “good” looks like

• Leading Indicators

• Engagement Impact

• Business KPIs

Measure Everything

Renewal Success is Based on Customer Success

ü Solution meets needs ü Realizing value ü Feels appreciated

•  Renewal Process •  Transaction •  Cross/Up Sell

Customer Success Customer Renewal

Create Customers for Life and Maximize Customer Lifetime Value

PRIORITIZE Data-driven

Customer Insight

ENGAGE Tailored Customer

Engagement

EXPAND Grow Your Business

and Scale

Create Customers for Life and Maximize Customer Lifetime Value

PRIORITIZE Data-driven

Customer Insight

ENGAGE Tailored Customer

Engagement

EXPAND Grow Your Business

and Scale

Thank you! To Learn More:

Visit us at Booth #1232 in Moscone North

Join us at Annabelle’s Bar

and Bistro, across from the Marriott