the 3 pillars for customer success: culture, technology and health

Jeff Cann: Sr. Director of Client Experience@jeffcann © 2015 Sysomos - All Rights Reserved

sysomos.com | @sysomos

The 3 Pillars for Customer Success: Culture, Technology and Health

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SYSOMOS: THE SOCIAL INTELLIGENCE PLATFORM

•Worlds most robust ad-hoc social media

intelligence platform

• 1 Billion posts a day; 184 languages, 190

countries

• 8,000 users

• Work with 8 of Interbrands top 10 Global

Brands

THE CHALLENGE

2013 2014

clientsupport@sysomos.com 1:1 Account and Product Support

Multiple touch points 1 Owner: Onboarding, training,

best practices, day-to-day

Reactive Partner + Book of Business

Approach

DRIVING CUSTOMER SUCCESS THROUGH EMPLOYEE SUCCESS

• Recruit, engage and retain the best

people

• Generate alignment with strategy

• Create an engaging workplace

> Pay and benefits

> Training and development

> Competent management

> Engaging leadership

> Broad regular, communication

> Recognize and reward

performance

Engaged

Employees

Engaged

Customers

Profit and

Growth

• Customer focused

• Brand & Customer advocates

• Sales growth

• Profit growth

Experience

Efficiency Loyalty

DRIVING CUSTOMER SUCCESS THROUGH EMPLOYEE SUCCESS

TECHNOLOGY AND THE CUSTOMER LIFECYCLE

AUTOMATED ENGAGEMENT: TIME BASED

Onboarding

•Month 1-3

•Welcome message, training check in, ‘Did you Know?’, Link to training resources (webinar series, support portal, use cases)

Engagement

•Month 4-12

•New Feature awareness, Invite to beta labs, offers for refresher training, solicit feedback: “what would you change?”, advanced tips and tricks

Renewal

•Month 10-12

•Suggest roadmap review, promote soon to be released features, highlight yet to be adopted products

AUTOMATED ENGAGEMENT: BEHAVIOR BASED

Adoption

• E-mail reminder for users not yet logged in (escalation tiers)

• Live training offers for laggards

Features

• Advanced Tips and Tricks based on features used

• Suggestions based on features not used

• Request for feature feedback from Power Users

HOW THE “MAGIC NUMBER” CAN DRIVE VISIBILITY AND RESULTS

Social media monitoring, community management, campaign tracking,

influencer identification

Feature usage, license usage, client health, client lifecycle and book of

business management

Time and behavior based e-mail and in-app messaging.

NPS

Support portal and ticket creation

Bug and feature request management

THE SYSOMOS MEASUREMENT TOOL-KIT

CUSTOMER HEALTH

Results!

Select KPI’s FY 2014

Segment Churn Reduction

Overall -25%

Agency -11%

Corporate -35%

> GB -33%

> SMB -42%

Q&A