employwise webinars how every employee can be a customer success agent

©2011 Global Groupware Solutions Ltd.© 2011 Global Groupware Solutions Ltd.

How Every Employee Can Be A Customer Success Agent

Gunjan Garg & Yu Yu DinGlobal Groupware Solutions Ltd.22 December, 2011


What is Customer Success?

Helping customers grow and succeed

More than just ‘delighting’ customers

Effective high valued customer satisfaction


More Than Just Happy Customers

• Recommend you• Help you improve your business• Remember you• Keep you at ‘top of mind’• Think twice, three times before

they move• Come back to you even after

they’ve moved on…

Customers who…


Traditional Functions View


Employees Cared Only About Their Function


Modern Cross Functions View


Everyone’s Responsible for Success• Who picks up the phone call?• Who talks to prospects?• Who talks to clients?• Who communicates online?• How is the product communicating?• What is the experience of the customer?

Customer communication Customer communication and experience is 360°!and experience is 360°!


• Phones• Emails• Social media

– Twitter– Facebook– Social bookmarks– YouTube– Image sites– Slide sharing sites

Listening Posts for Customers


HR’s Role in Customer Success


7 Ways to Create Happy Employees

• Communication• Know what they’re thinking• Focus on the good• Training • Rewards & Recognition• Get out of their way• Make work fun


Communication


Know What They’re Thinking


Focus on the Good


Training


Rewards & Recognition


Get Out of their Way


Make Work Fun


New Management Philosophy


Thank you!

Write to me at [email protected]

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employwise webinars how every employee can be a customer success agent

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