a framework to build a killer customer sucess scorecard

© Intel Mashery Confidential Information

Produced by

Measuring Customer Success

Case Study from the work at Mashery

2015-Mar-23

Boaz Maor


• Why Are We Here?

• Brief Background on Mashery

• What is Customer Success: Vision, Mission and Scope

• Measuring Success

• Questions and Discussion

Agenda


If it’s not worth measuring, it is not

worth doing







Agenda


Where do

apps

come

from?

Source: Cartoonstudies.org

API

Apps Come from APIs x


SmartphoneTablet

Gaming Console

Desktop

Blu-RayConnected TV

Mall Directory

Dressing Room

Blood pressure monitor

Refrigerator

Car Radio

Car GPS

Airplane Entertainment

Store Kisok

Cash Register

POS Display

Bus Stop

Postal Trucks

Inventory Systems

Supply Chain

Subway Map

Alarm ClocksSubway Map

Scale sensors

Railway Schedule

Bus Stop

Radios

Toys

Cameras

Watches

Trains

eReaders

Dog Collars

Treadmill

Biometric Devices

Product Scanners

BlackboardsDelivery Vehicle

Concert Turnstile

Toll BoothRunning Shoes

Scale

Baby Monitor

Power Outlet

Product Sensor

Washing MachineAir Conditioner

Security Bracelet

Remote Control

Vending Machines

200 Billion Connected Devices


Apps Grant

Wishes

…Apps come from APIs


Open Web API - Consumer Example


Image Description Ratings/ReviewsManage Queue /

Update Account

API

Open Web API - Consumer Example (cont’)


API Programs Are Used By Different Companies for Different Needs, Enterprises to Small Start-ups







Agenda


At the end of the day, our success in the

marketplace is measured by the extent

of the value our solutions provide to

customers. The higher that value, the

greater is our ability to be successful.

Mission of Customer Success Team


The Three Key Objectives of the Customer Success Team

1. Maximize

Value Our Customers Extract from

Our Solutions

2a: Maximize

Monetary Value

to Us

2b: Maximize

Non-Monetary Value

to Us


The “Formula” Definition of Customer Success

(for the Customer)

Program

Scope

Program

Value Program Scope:

What

Program Execution:

How

Program Value:

Why


Complementary Skills and Teams are Needed to

Effectively Execute on This Charter

Program

Scope

Program

Value

CPSMTSS







Agenda


Customer Success Scorecard and MBOs

MBO Area Lead/Lag Q1 Q2 Q3 Q4

Customer Success

Financial Success

Inter-Team Impact

Practice Development


Customer Success Scorecard and MBOs: Customer

Success


Customer Success Scorecard and MBOs: Mashery

Financial Success


Customer Success Scorecard and MBOs: Inter-

Team Processes and Practice Development


CS Team Goals Cascade Down from Company Goals to

Each Sub-Team’s


CPSM MBOs: High Level Structure


CPSM MBOs: Specific Definitions


CPSM MBOs: Sample Worksheet – Input


CPSM MBOs: Sample Worksheet – Output


1) Track Team performance over time

2) Track Individual performance against others in the team

3) Track Individual performance over time

CPSM MBOs: Tracking Results Over Time Enables

Refinement of the Focus of the Business


1. Overall CPSM Team

Exceeded Its MBO2. Almost all CPSM

Exceeded their MBO

3. We Out-Performed

mainly in Monetary Value

to us and Value to

customers categories

4. We Under-Performed

the most in Non-Monetary

Value to us and Program

Expansion

Take Away #4: Performance Acros CPSM Team is conssistent

Take Away #5: Monetary on the expense of Program Expansion







Agenda

a framework to build a killer customer sucess scorecard

Technology