Falcon Invoice Discounting: Empowering Your Business Growth
Product Camp Customer Success for Product Managers
1. Customer
Success
for
Product
Managers
Kay
Khandpur
Haim
Toeg
Product
Camp,
March
2015
2. What
is
Customer
Success
…
the
goal
of
this
funcBon
is
to
become
the
“trusted
advisor”
to
the
company,
to
make
their
customers
successful
with
the
products
they
have
purchased,
and
ensure
that
they
are
realizing
economic
value
from
their
investments
in
order
to
preserve
their
revenue.
Source:
Forrester
3. Customer
Success
Primary
Goals
• Protect
exisBng
revenue
–
eliminate
reasons
for
non
renewal:
– Support
– Service
– Training
– ConBnuity
–
Loss
of
champion
=/=
loss
of
customer
• Promote
organic
growth
– AddiBonal
users
for
exisBng
use-‐cases
– New
use-‐cases
– Create
references
/
advocates
4. Customer
Facing
AcBviBes
• Hand-‐off
from
sales
/
services
• Provisioning
• Onboarding
• On-‐going
account
management
– Support
– Training
• Periodic
business
reviews
• Renewal
[possibly
by
sales
/
renewal
specialist]
• Opportunity
idenBficaBon
• Upsell
[possibly
by
sales]
5. Inward
Flowing
InformaBon
• Voice
of
the
customer
– QuanBtaBve:
RelaBonship
surveys,
QBRs,
Health
checks
– QualitaBve:
Advisory
boards,
meeBngs,
usability
studies
• Usage
informaBon
• Market
intelligence
• Gaps
and
requirements
• Customer
SaBsfacBon
/
NPS
6. ProtecBng
ExisBng
Revenue
• Customer
pain
points
drive
Product
Management
focus
• Ease
of
adopBon
– Minimize
Bme
to
value:
• Rapid
deployment/on-‐boarding
• Built-‐in
tutorials
and
‘Gedng
Started’
guides
• Access
support
/
self
service
from
within
the
app
/
product
• How
to
measure
-‐
customer
effort
score
• Understand
usage
paferns
– What
are
your
customers
doing?
• Does
this
map
to
how
you
thought
they
would
use
your
product?
– Are
they
working
around
shortcomings?
– Or
have
they
figured
out
innovaBve
ways
to
use
your
product?
– What
are
your
customers
not
doing?
• Unused
features
-‐
why?
– Customers’
interacBon
with
your
company
• Are
they
talking
with
sales?
Reading
markeBng
materials?
VisiBng
website?
Calling
support?
How
to
measure
and
quanBfy?
7. PromoBng
organic
growth
• What
is
the
effort
required
to
add
more
users
once
in
producBon?
– Can
this
be
done
by
User
Admins?
– Can
your
CS
team
easily
show
the
value
the
customer
is
deriving?
• Do
new
use-‐cases
require
new
sales
effort?
