back to basics: the simple recipe for customer success

Back to Basics:The Simple Recipe for Customer Success

New York • London • Sydney

Sustainability. Performance. Design.

Back to Basics: The Simple Recipe for Customer Success

CONSUMES 40%OF GLOBAL ENERGY

EMITS 24% OF GLOBAL CARBON

THE BUILT ENVIORNMENT:

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:


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


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


Customer value leads to key decisions

Onboarding Training Support Services Renewal

Project-based training Expansion to other project teams


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


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


Improvement through experimentationCustomer success should be trained to use data to put forward hypotheses that improve the product and increase value for customers


• 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

What we covered:


ThankYou

Sandeep MenonVice President Customer Success

+1 202 834 [email protected]: @ByMenon

Sefaira Inc.115 East 23rd Street, 11th floorNew York, NY 10010

Sustainability. Performance. Design.