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Produced by
Customer Success Summit 2014
Customer Success Summit 2014
Title: Putting Customer
Success in the hands of the
Customer
Presenter: Josh Richau
Email/Twitter: @jrichau
Who Am I
Senior Director, Product Management
Search and Analytics
Live in Boulder, CO
Avid Broncos fan
Protected by catwoman and
dapper Batman
DRIVE EMPLOYEE
PRODUCTIVITY
ENGAGE AND SUPPORT
CUSTOMERS AND
PARTNERS
ENGAGE, TRAIN AND
ALIGN YOUR
WORKFORCE
THE COMMUNICATION AND COLLABORATION PLATFORM
FOR MODERN, MOBILE BUSINESS
INTEGRATE & EXTEND
PORTAL REPLACEMENT SOCIAL COLLABORATION EXTERNAL COMMUNITIES
Who is Jive
Stuff is happening!
McKinsey, Surveys, Business Value
Self-assessed performance before and after Jive:
•  ~15%
improvement in
overall respondent
productivity
2%
71%
28%
54%
1%
46%
Performance
It’s what you do with it
4 steps to customer success
#1
START WITH A BUSINESS
PARTNER.
#2
BUILD THEIR BUSINESS
VALUE CASE.
#3
DEFINE THE FROM > TO
#4
MEASURE SUCCESS.
Behavioral Reporting
Behavioral Reporting
What have we learned so far?
•  Jive supports a lot of use cases
•  Mobile is critical
•  Need to integrate better into our services
offering
Recommended Play
Enable Customers to manage success!
Large installations (always J )!
Give the customers (and services
team) a way to manage their own
success. We started with 3 basic
use cases: onboarding, org
intelligence, strategic alignment
to serve as examples.!
!
The power lies in the ability for
our implementation team to use
this to measure success and leave
behind a way for the customer to
continue to manage it (for
themselves and their stakeholders)!
Play Name:!
When to use:!
Play Anatomy:!
!
!
!
!
!
Comments:!
!
!
Produced by
Customer Success Summit 201412	
  
Winning in 2014!
Think	
  Big	
  Start	
  Small	
  Move>>Fast!	
  

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Putting Customer Success in the hands of the customer

  • 1. Produced by Customer Success Summit 2014 Customer Success Summit 2014 Title: Putting Customer Success in the hands of the Customer Presenter: Josh Richau Email/Twitter: @jrichau
  • 2. Who Am I Senior Director, Product Management Search and Analytics Live in Boulder, CO Avid Broncos fan Protected by catwoman and dapper Batman
  • 3. DRIVE EMPLOYEE PRODUCTIVITY ENGAGE AND SUPPORT CUSTOMERS AND PARTNERS ENGAGE, TRAIN AND ALIGN YOUR WORKFORCE THE COMMUNICATION AND COLLABORATION PLATFORM FOR MODERN, MOBILE BUSINESS INTEGRATE & EXTEND PORTAL REPLACEMENT SOCIAL COLLABORATION EXTERNAL COMMUNITIES Who is Jive
  • 5. McKinsey, Surveys, Business Value Self-assessed performance before and after Jive: •  ~15% improvement in overall respondent productivity 2% 71% 28% 54% 1% 46% Performance
  • 6. It’s what you do with it
  • 7. 4 steps to customer success #1 START WITH A BUSINESS PARTNER. #2 BUILD THEIR BUSINESS VALUE CASE. #3 DEFINE THE FROM > TO #4 MEASURE SUCCESS.
  • 10. What have we learned so far? •  Jive supports a lot of use cases •  Mobile is critical •  Need to integrate better into our services offering
  • 11. Recommended Play Enable Customers to manage success! Large installations (always J )! Give the customers (and services team) a way to manage their own success. We started with 3 basic use cases: onboarding, org intelligence, strategic alignment to serve as examples.! ! The power lies in the ability for our implementation team to use this to measure success and leave behind a way for the customer to continue to manage it (for themselves and their stakeholders)! Play Name:! When to use:! Play Anatomy:! ! ! ! ! ! Comments:! ! !
  • 12. Produced by Customer Success Summit 201412   Winning in 2014! Think  Big  Start  Small  Move>>Fast!