9 Customer Engagement Plays Proven To Boost Customer Success Results
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Looking for new ways to engagement your users better? How about nine of them? The orignal webinar (https://vimeo.com/52261402) touched on 3 categories: onboarding plays, expansion plays, and retention plays.
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9 Customer Engagement Plays Proven To Boost Customer Success Results
- 1. 9 Plays and 3 Tools Customer Success Management
- 2. Your Presenters Jeremy Malander Joshua Santos Dominique Levin Director Customer Success Director Customer Success CMO BlueJeans Clarizen Totango
- 3. Table of Contents 3 Onboarding Plays 3 Expansion Plays 3 Retention Plays 3 Customer Success Tools
- 5. Keep it simple If it’s not their day job, don’t make it one. Attractive First 6 Months Complicated Month 1 Month 2 Planning Needs Analysis -Needs Analysis Preparation Tech Specs Integrations -Configuration -Communication Launch Training -Training Communications Provisioning Analysis • Every customer & deployment will be different • Clear calls to action = momentum • Always consider your goals
- 6. Have a Plan
- 7. Trial Nurturing Trial - Curiosity Not Adding Agents? Trial - Evaluating Trial - Hot 1. Add Agents 2. Add Tickets 3. Customize
- 9. Set the Hooks The more ingrained within the infrastructure, the greater the retention. • Email Integrations • CRM/ERP • Directory Connectors • MDM Integration • SSO & Security • LOB Training • Executive Sponsorship
- 13. Consider “Perceived ROI” before invoicing.. • In SaaS, CLV is everything • With everything, CAC should be considered • Consider the CIO perspective • Give ample time to review
- 15. Please Come Back Emails
- 16. 3 Customer Success Tools
- 17. Things happen when you are on mute. No joke, they really do. • Emotional Connection • Hold the attention. Visit Bluejeans.com to join the party! • Face to Face vs. Slides • Make it easy to connect
- 18. Clarizen for Customer Success
- 19. Get Started with Totango A Customer Engagement database Group customer by stages: Onboarding and Established Define criteria and engagement metrics for each Different workflows for different stages Onboarding: Closely monitor and proactively provide implementation support Established: Set thresholds to alert team of accounts with decreased engagement 100 Customers Key metrics to follow Time to onboard Engagement rates 10 Million users Churn (Onboarding and Established)
- 20. Thank You! jer@bluejeans.net josh.santos@clarizen.com dominique@totango.com
Notas do Editor
- ----- Meeting Notes (5/15/12 10:04) -----Start with a blast!
- ----- Meeting Notes (5/15/12 10:04) -----Start with a blast!
- ----- Meeting Notes (5/15/12 10:04) -----Start with a blast!
- ----- Meeting Notes (5/15/12 10:04) -----Start with a blast!
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- ----- Meeting Notes (5/15/12 10:04) -----Start with a blast!