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Produced by Customer Success Summit 2014
Customer Success Summit 2014
Title: Putting Customer Success in the hands of the Customer Presenter: Josh Richau Email/Twitter: @jrichau
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Who Am I
Senior Director, Product Management Search and Analytics
Live in Boulder, CO
Avid Broncos fan Protected by catwoman and dapper Batman
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DRIVE EMPLOYEE PRODUCTIVITY
ENGAGE AND SUPPORT CUSTOMERS AND
PARTNERS
ENGAGE, TRAIN AND ALIGN YOUR WORKFORCE
THE COMMUNICATION AND COLLABORATION PLATFORM FOR MODERN, MOBILE BUSINESS
INTEGRATE & EXTEND
PORTAL REPLACEMENT
SOCIAL COLLABORATION
EXTERNAL COMMUNITIES
Who is Jive
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Stuff is happening!
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McKinsey, Surveys, Business Value
Self-assessed performance before and after Jive:
• ~15% improvement in overall respondent productivity
2%
71%
28%
54%
1%
46%
Performance
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It’s what you do with it
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4 steps to customer success
#1 START WITH A BUSINESS PARTNER.
#2 BUILD THEIR BUSINESS VALUE CASE.
#3 DEFINE THE FROM > TO
#4 MEASURE SUCCESS.
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Behavioral Reporting
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Behavioral Reporting
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What have we learned so far?
• Jive supports a lot of use cases
• Mobile is critical
• Need to integrate better into our services offering
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Recommended Play
Enable Customers to manage success!Large installations (always J )!Give the customers (and services team) a way to manage their own success. We started with 3 basic use cases: onboarding, org intelligence, strategic alignment to serve as examples.!!The power lies in the ability for our implementation team to use this to measure success and leave behind a way for the customer to continue to manage it (for themselves and their stakeholders)!
Play Name:!When to use:!
Play Anatomy:!!!!!!
Comments:!!!
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Produced by Customer Success Summit 2014 12
Winning in 2014!
Think Big Start Small Move>>Fast!