how to scale your customer success management organization
DESCRIPTION
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - How to Scale Your Customer Success Management Organization - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Box, Marketo, Salesforce.comTRANSCRIPT
How to Scale Your Customer Success Organization
#PulseConf2014
Jon Herstein
BoxBox’s mission is to make businesses of all sizes more productive,
competitive, and collaborative by connecting people and their most
important information. Content on Box can be securely shared and
easily accessed on the web, through iOS, Android and Windows
Phone applications, and extended to partner applications, such as
Google Apps, NetSuite and Salesforce. Headquartered in Los Altos,
CA, Box is privately held and backed by several leading venture
capital firms and strategic investors.
SVP Customer Success, Box
@jonherstein
What is Success?
Create Value
&
Delight Customers
@jonherstein
Customer Lifecycle
@jonherstein
Customer Lifecycle and ServicesSUPPORT
CONSULTING CUSTOMER SUCCESS MANAGEMENT CUSTOMER ADVISORY@jonherstein
Organization
Customer Success
Support Consulting Advisory CSM Retain Ops
@jonherstein
Evolution
@jonherstein
Lessons Learned
• Clearly define CSM role (and supporting metrics)
• Data, data, data• Plan for the services you’ll
need to deliver 12-18 months ahead; (re)educating Sales takes time
• Focus on Retention, not Churn@jonherstein
Anthony Nadalin, Marketo
How to Scale Your Customer Success Organization
Marketo provides the leading marketing software for companies of all sizes to build and sustain engaging customer relationships, spanning today’s digital, social, mobile and offline channels.
Vice President,
Customer Account
Management
How to Scale Your Customer Success Organization
• Constantly be aware of loyalty and switching ease
• Make breaking up hard to do - maintain relationships and make value visible
• Be financially relevant – focus on SaaS economics, retention and growth
• More than just empathy – the intelligent farmer
• Move from data towards wisdom – right content, right person, right time
• To scale, augment with technology. You’re not superman. But hey, you could be Iron Man !
Jonathan Lindsell
Salesforce
VP, Customers for Life, Global Accounts
How is the Customer Success Group unique
Expertise Enterprise Ready
1700+ people focused on customer success
The most certified consultants in the ecosystem
A vast ecosystem with 22000 worldwide certifications
Unrivaled access to R&D
1000’s of successful customers
Unique customer centric methodology
Global coverage
Single source supplier
Proactive monitoring systems
Trusted Infrastructure and data
Tried and tested learning paths
Focused solely on measurable customer success we are 100% dedicated to helping customers achieve more
V2MOM
VISION, VALUESMETHODS, OBSTACLES, MEASURES
Customers for Life Engagement Process
Partner Account Manager Regional Partner Manager
Account Executive/ Sales Engineer
Solution engagement manager
Solution delivery manager
Program ArchitectSolution Architect
Customer Success Manager
Cloud Success Technologist
Pre-Sale Pre/Post-Sale Pre/Post-Sale Post-Sale Post-Sale Post-Sale
CFL Engaged
Partner Engaged
Prescriptive Adoption and Success Advice
Vision Metrics Roadmap Governance Adoption Process Technology
Vision Metrics Roadmap Governance
Adoption Process Technology
Define the business problem
Develop and execute a plan
Onboard the users Identify Improvements
Business vision and strategy in place
Metrics defined and agreed
Project roadmap defined
Governance model established
Adoption plan established and utilization tracking in-place
Technology and data strategies in placeMeasure process effectiveness
Vision to Value: Taking Customer Success to New Heights
Time To Value(TTV) Identify Value Deliver Value Realize Value Validate Value
High Touch
(>$1M)
Light Touch($200k-$1M)
1->Many Programs & Self-Serve
($10-200k)
Self ServeSuccess
Communities
Accelerate (onboarding 2.0)
Ado
pt(S
ticky
Fea
ture
s)Structure For
Success T-12
Buy Get Started Adopt & Extend Renew
M
axim
ize
Inno
vatio
n
(R
elea
se R
eadi
ness
)
Premier
Q
uart
erly
Cus
tom
er
C
heck
-in
Help & Training
Red Accounts
SupportStandard
Global Engagement Model
Customer Success Manager
AsiaEngagement
NAEngagement
European Engagement
South America Engagement
Cloud Success Technologist
Engage with us at an Enterprise level and not a product level
Play a direct role in executing our strategy
Show us best practices on how to execute at speed across the world
Provide thought leadership and ensure we are not alone
Make it easy for us to partner with Salesforce and be geographically agnostic
Know our business
Partner with us and our multiple partners ww
Thanks
Q & A