Solve for the Customer:

Characteristics of World Class Customer

SuccessColleen Carney

Director of International Services, EMEAHubSpot

Hi, my name is Colleen Carney and I look after HubSpot’s International Services team in EMEA@collcarney

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#customersuccess

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● Churn Why is that Important● Make Happy Customers ● Measure Customer Happiness ● Build your Customer Success team ● Evolve How you Manage Customers

CHURNStill Got Mine, But You Got To Get Churn, YO

-Sergio Mendes (Yes,Yes Y’All)

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HAPPY CUSTOMERSCustomer Success is when customer achieve their DESIRED OUTCOME through their INTERACTIONS with your company

-Lincoln Murphy

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MEASUREMENTThe true Measure of your Worth includes all the benefits others

have gained from your success.-Cullen Hightower

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Is Product Usage the Holy Grail?

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The More You Engage With Customers the Clearer things become and the easier it is to Determine what you SHOULD be DOING. - John Russell Harley Davidson

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BUILD Our job is to MAKE CHANGE. Our job is to CONNECT to people, to INTERACT with them in a way that leaves them better than

we found them, more able to get where they’d like to GO.-Seth Godin

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HubSpot Services

Customer Success

ManagersSupportOnboarding

EVOLVE I want to Grow. I want to be Better. You Grow. We all Grow. We’re made to Grow. You either EVOLVE or you DISAPPEAR.

-Tupac Shakur

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Channel Consultants

Renewal Management

Professional Services

Customer Operations

HubSpot Services

Onboarding AcademyCustomer Success

ManagersSupport

Collections

Sales Selling Into Install

Base (SWAT)

The Customer Journeyand implement along the way

Services team makes the green happen

CONCLUSIONS Finally, in Conclusion, let me just say this.

-Peter Sellers

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● Churn is Important for Customer Success● Make Happy Customers ● Measure Customer happiness ● Build your Customer Success team ● Evolve How you Manage Customers ● Have fun!

QUESTIONS The Art and Science of Asking Questions is the

Source of all Knowledge.-Thomas Berger