back to basics: the simple recipe for customer success
Post on 23-Jan-2018
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New York • London • Sydney
Sustainability. Performance. Design.
Back to Basics: The Simple Recipe for Customer Success
About Sefaira
Founded in 2009 To create software For sustainable building design
Customer success team grows to 15 CSMs and AMs across New York, London & Sydney, supporting 500+ AEC firms
worldwide and 130+ Universities
Cloud based/SAAS model
First product launched in 2012
Acquired by in 2016
Confidential. Copyright © 2015 Sefaira Ltd.
• Analyzing the customer journey based on value creation• Defining KPIs to measure success• Being the voice of the customer and creating a feedback loop• Constant experimentation
Agenda:
Confidential. Copyright © 2015 Sefaira Ltd.
Customer Success ≠happy customers
• Customer success is when your customer achieves value, a return greater than the investment made in your product
• Since CS is a revenue driver, build your organization around value creation
Confidential. Copyright © 2015 Sefaira Ltd.
Supp
ort
Activ
ities
Infrastructure: Salesforce, Zendesk, Totango, Amplitude, Wizeline
Human Resource Management: recruiting/hiring CSMs, AMs, support
Technology Development: CS-PM, feedback loop
Customer Acquisition
Onboarding Training Support Services
Primary Activities
Create value for clients & a competitive advantage for your firm
Confidential. Copyright © 2015 Sefaira Ltd.
Customer value leads to key decisions
Onboarding Training Support Services Renewal
Project-based training Expansion to other project teams
Confidential. Copyright © 2015 Sefaira Ltd.
KPIs
Leading indicators:• Onboarding status• Customer health/product usage• # of users• Success stories• Net promoter scores (NPS)
Measure what you want to manage
Trailing indicators:• Bookings• Churn, #clients, MRR• Customer lifetime value (CLV)• CLV:CAC
Confidential. Copyright © 2015 Sefaira Ltd.
Feedback loop between customer and product
Customer CS PM
• Proactive outreach• Onboarding• Training• Support• Services• QBRs
• Friction• New features
• Product/market fit• Re-occurring value/stickiness• Opportunity to increase MRR
• Wizeline, Zendesk, JIRA• Weekly PM/CS meetings
Confidential. Copyright © 2015 Sefaira Ltd.
Improvement through experimentationCustomer success should be trained to use data to put forward hypotheses that improve the product and increase value for customers
Confidential. Copyright © 2015 Sefaira Ltd.
• Analyzing the customer journey based on value creation• Defining KPIs to measure success• Being the voice of the customer and creating a feedback loop• Constant experimentation
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