Managing Knowledgefor

Customer Success

Managing Knowledge for Customer Success March 8, 2016

@billcush

Bill CushardHead of TrainingServiceRocket

Francoise TourniaireOwner

FTWorks@FTTalks

Sarah E. Brown

(moderator)ServiceRocket@SEBMarketin

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Managing Knowledge for Customer Success March 8, 2016

Where in the World?

Managing Knowledge for Customer Success March 8, 2016

About ServiceRocket

Helping people get the most out of their software

TRAINING TrainingSUPPORT UTILIZATION- Founded in Sydney, Australia

2001- Palo Alto, CA HQ since 2010- 180 employees across 4

global offices: Palo Alto, Sydney, Santiago Kuala Lumpur

Managing Knowledge for Customer Success March 8, 2016

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Managing Knowledge for Customer Success March 8, 2016

Agenda

5 Big Jobs of Customer SuccessLeveraging Self-Service to Scale Customer SuccessMeasuring the Success of Customer SuccessCommunicating with CustomersUnderstanding Customers (Journey and Profiles)

Managing Knowledge for Customer Success March 8, 2016

Francoise TourniaireOwner

FTWorks@FTtalks

Founded FT Works 1998Co-founded ChurnSquad 2014Author of 4 books

Managing Knowledge for Customer Success March 8, 2016

5 Big Jobs of Customer Success

Managing Knowledge for Customer Success March 8, 2016

(Traditional) customer

success does not scale

Managing Knowledge for Customer Success March 8, 2016

Self-Service

Managing Knowledge for Customer Success March 8, 2016

Managing Knowledge for Customer Success March 8, 2016

Big Data

Managing Knowledge for Customer Success March 8, 2016

Processes

Managing Knowledge for Customer Success March 8, 2016

Communication Cadence

Managing Knowledge for Customer Success March 8, 2016

Map the Customer Journey

Managing Knowledge for Customer Success March 8, 2016

You Need Different Profiles

Curriculum developers

Technical writersIndustry expertsPlannersData scientists

Managing Knowledge for Customer Success March 8, 2016

Questions

Francoise TourniaireOwner

FTWorks@FTtalks

Founded FT Works 1998Co-founded ChurnSquad 2014Author of 4 books

Managing Knowledge for Customer Success March 8, 2016

Thank youservicerocket.com