customer centricity electricity - 5 ways to rally your ... hogan.pdf · julie hogan-final -...
TRANSCRIPT
![Page 1: Customer Centricity Electricity - 5 Ways To Rally your ... Hogan.pdf · Julie Hogan-final - keynote.key Created Date: 9/14/2018 10:38:51 PM](https://reader035.vdocuments.mx/reader035/viewer/2022081406/5f1719d6ef076e503d726fdd/html5/thumbnails/1.jpg)
brought to you by
Julie HoganVP of Customer Success
Drift
Customer Centricity Electricity - 5 Ways To Rally your Company Around Your Customers
![Page 2: Customer Centricity Electricity - 5 Ways To Rally your ... Hogan.pdf · Julie Hogan-final - keynote.key Created Date: 9/14/2018 10:38:51 PM](https://reader035.vdocuments.mx/reader035/viewer/2022081406/5f1719d6ef076e503d726fdd/html5/thumbnails/2.jpg)
![Page 3: Customer Centricity Electricity - 5 Ways To Rally your ... Hogan.pdf · Julie Hogan-final - keynote.key Created Date: 9/14/2018 10:38:51 PM](https://reader035.vdocuments.mx/reader035/viewer/2022081406/5f1719d6ef076e503d726fdd/html5/thumbnails/3.jpg)
Julie Devaney HoganVP, Customer Team
Customer Centricity Electricity5 Ways to Rally Your Company Around Your Customers
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Tell me if this sounds familiar…
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There’s a conversation happening everywhere in SaaS about…
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And it’s a wonderful motivator…
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But back in the office…
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doing business function things
Everyone is back in their respective business function
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and those of us in Customer Success…
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are having meetings about COLORS
(and health scores)
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and suddenly being customer OBSESSED
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Sounds more like rainbow Bingo. Was that customer
a Red 32!?
Nah, Yellow 47 come on!
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AND WORSEYour job is centered around
motivating teams &protecting the business
from the harshest sounding
5 letter word in SaaS
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CHURN
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The actual work you do day-to-day feels very far from this vision
👇
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because often the answers existbeyond
your team’s control
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Customer Centricity Electricityis your new responsibility
(Not because it sounds cute. Or because it rhymes.)
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You need to light a
in your organization to show them who your
CUSTOMERS REALLY
ARE
🔥
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Here are 5 waysto help you accomplish this.
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1. Bring your customers to lifein your brand & your office
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A quick story about faces of Daves
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Take Away:If your office & website are only reflections of yourself,
you’re doing it wrong
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2. Give up on churn reasons (they are telling you the wrong story)
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and you end up chasing the same things
month after month
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Map out the behavioral & demographic
qualities of customers who churned
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As well as all of your customers who have
seen SUCCESS
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Take Away:Plant your Customer Churn tree in the
center of your organization.
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3. Introduce your organization to your Ideal Customer Profile
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The Ideal Customer Profile (ICP)Demographic:
1. xxx2. xxx3. xxx
Behaviors:1. xxx2. xxx3. xxx
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Create daily company-wide visibility for every ICP churn, expansion & renewal
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Take Away:Use this data to become a
champion for change not just churn prevention
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4. Define your Key Experience Indicators
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Your customer doesn’t care about YOUR Process
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Take Away:What measures of success matter to your
CUSTOMERS
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5.Celebrate your Customer heroes
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Customer HERO of the
week
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Take Away:Celebrate customer engagement
across the company, not just success
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Remember These 5 Things:1. Faces2. Trees3. ICP4. KEI5. Heros
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These are things your CUSTOMERS will celebrate.
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THANK YOU!
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brought to you by
Julie HoganVP of Customer Success
Drift
Customer Centricity Electricity - 5 Ways To Rally your Company Around Your Customers