the evolution of customer success
Post on 09-Jan-2017
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Customer Success
the
Catherine BlackmoreGVP Customer Success,Oracle Marketing Cloud
Where there’sa cloud…
There’s a fire.
The Age of the
Firefighter
Early Customer Success…• Extension of Support
• Customer Service Focused
• High Touch
• Reactionary
What about fire prevention?
Why are customers escalated?
The Age of the
Detective
The Age of the
Firefighter
The Data Era…• Drivers of Churn & Escalations
• Developing a CS Database
• Customer Segmentation
• Minimize Reactive Interventions
What isCustomer Successat scale?
The Age of the
Detective
The Age of the
Technologist
The Age of the
Firefighter
The Modern Era…• Predictive
• Data-driven Programs
• 1 to Many
• Proactive Interactions
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