The CS (R)evolution: Democratizing Customer

Success

About Me

The adventure….

The World is changing…..

….and  customers,  partners  and  employees  have  new  demands.  Are  you  ready?

People  expect  a  broad  range  of  the  businesses  and  other  organizations  to  provide  key  products  and  services  via  apps  within  the  next  two  years,  according  to  the  Apigee  Institute  survey….

• 94%  from  their  bank.• 92%  from  department  stores• 91%  from  restaurants• 90%  from  grocery  stores.• 86%  from  educational  institutions• 83%  from  stockbrokers• 75%  from  their  doctors• 72%  from   local  government• 72%  from  hardware  stores• 62%  from   lawyers• 57%  from  mechanics• 49%  from  their  church

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Our Customers

AT&T

Customer Journey

PrepareLaunch

OperateGrow

-­‐ Incredible  Apigee   -­‐Experience-­‐ Launch  FAST-­‐ Launch  HAPPY

-­‐ No  Surprises-­‐ Best  Training-­‐ Start  Quickly

-­‐ Seamless  Ops  Integration

-­‐ Incredible  Support  Experience

-­‐ Great  Product  Experience

-­‐ Continuous  Education

-­‐ Connected  Experience

Product  Purchase

Challenges

• “Apigee is different” mentality – what works for other companies doesn’t make it right for us• No one person owns a customer• Highly technical product• 2 releases/month

• 3 Most important words: Automate, Automate, Automate• Communication & knowledge sharing within Apigee and with our

customers was broken• Content lost from the HUGE amount of value-add interactions we have

everyday

The CS (R)evolution @ Apigee

Named Architect Customer For Life

IPO & Segment Customers

Distributed Customer Success

• Hi touch, small #• Mainly product

issues• Firefighting, Not

scalable• High churn rate• 100% human, no

automation

Client Manager

Product Maturity

Number of Customers• Hi touch, small #• Escalations focus• Reactive, Not

scalable• No info on most

customers• High churn rate• No automation

• All customers created =• Intro onboarding,

success plans, QBRs, Academy

• Proactive, Not scalable• Higher retention• Part human, intro

automation (360)

• Top tier/hi, mid tier/med, lower tier/none

• Intro coaching, con’tsuccess plans & QBRs

• Proactive, Not scalable

• Higher retention• CS tool evaluation

• Distribute CS functions across Apigee AND systems

• Implement Totango

<2011 2012 2015 20162013

The New World…the Revolution Continues

• No single Apigeek owns the customer• Automation is critical – in comes Totango – the system owns the customer• Initial use cases MUST move the needle

• Key Interactions• Expansion• Renewals

• Long term vision is for all Apigeeks to be Totango users• Pushing the limits of the system• Will it work? Absolutely no clue…..always be ready to pivot!

©2016  Apigee  Corp.  All  Rights  Reerved.  

DIGITAL  (and  CS)MOBILIZER

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“I know what needs to be done but  it is very hard to bring others along.If I don’t drive the change  fast enough, hard enough –while bringing others along –we will lose business.Shocking that nobody else gets it!”

Lessons Learned

• No single customer owner can be a wonderful and horrible thing – pick your poison• ABI (Always be Innovating): As your product evolves, so must your CS program

– always be looking for new ways to move the needle• ABE (Always be Evangelizing): Make sure EVERYONE knows about the amazing

things your team is doing and build supporters across the company• Measure everything! Product feedback is valuable but an increase of 25% in

upsell and 8% increase in retention is more impactful when C-level is looking at budgets• Have a seat at the table if you can – let them hear it from the horse’s mouth• Automate whatever you can…and do it fast...learn by doing

©2016  Apigee  Corp.  All  Rights  Reerved.   11

Best  Advice…

Q&A

Q&A

Only Proven API Platform Built for Your Digital Growth

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1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22

Med

ian  AP

I  Calls  Per  M

onth

Average  customers  reach  20  million  calls  per  month  within  a  year

Months  since  live

Top  25%  customers  exceed  1  Billion  API  calls  per  month  within  first  year  

Source:  ApigeeData  from  36  customers  across  Retail,  Media  &  Travel.  

What  will  be  your  growth?