Mastering the Business of Customer Success
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Customer Success Summit 2016 General Session Presented by: Guy Nirpaz, CEO & Founder, Totango
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Mastering the Business of Customer Success
- 1. Mastering the Business of Customer Success Guy Nirpaz Co-founder & CEOof Totango
- 2. In case of an emergency…
- 3. In case of an emergency…
- 4. Customer Success is growing fast! 100 80 60 40 20 0 2012 2013 2014 2015 Source: Google Trends
- 5. Guest Speakers from these notable companies : We can see it by any market parameters including summit interest 2013 2014 2015 2016 100 300 950 1500+
- 7. We’ve learned a lot and we’re here to share
- 8. Practical Handbook for Customer Success Leaders Available on Amazon / iBook and for Customer Success Summit 16 attendees http://www.farmdonthunt.com
- 9. The model is not Hunting
- 11. Young Sapling Needs close care to take root
- 12. Growing Tree Constant nurturing & care is needed to ensure a successful harvest season
- 13. And Harvest
- 15. GrowingNew The RECURRING nature of the lifecycle determines the operatingmodel z In Renew/Upsell Cancelled SAVING ACTIVITY
- 16. Customer Value over Customer Management Source: The Customer Success Manifesto New ON BOARDING ACTIVITY Growing NURTURING ACTIVITY In Renew/Upsell HARVESTING ACTIVITY Cancelled SAVING ACTIVITY DRIVERS OUTCOMES
- 17. Customer Success is a business and It’s NOT Customer Love X
- 18. Customer Lifetime Value Calculation +$10,000 / year +$7,000 / year -$1,500 / year $5,500 / year -$3,000 / year Annual Contract Value Cost to Deliver Service Gross Margin Customer Retention Cost Annual Profit
- 19. Lifetime Profit YEAR 1 (4.5K) NET PROFIT YEAR 2 $1.0K NET PROFIT
- 20. Lifetime Profit 20% CHURN 14% CHURN 10% CHURN 5 YEAR LIFETIME $28.5K LIFETIME NET PROFIT $45.0K LIFETIME NET PROFIT $17.5K LIFETIME NET PROFIT 7 YEAR LIFETIME 10 YEAR LIFETIME
- 23. Customer Success is NOT Customer Support X 1
- 24. Customer Success is NOT Project ManagementX 2
- 25. Customer Success is Not Pipeline Management X 3
- 26. The Challenges: Prioritizationand Focus 1. Which customers need your attention…and why? 2. Where to invest your limited resources for best outcomes?
- 27. Portfolio Management is The Model for Customer Success Management
- 28. Customer Portfolio At Risk In Harvest Growing New
- 29. Drivers Results Risks ONBOARDING QBR / NURTURING USAGE BASED CAMPAIGNS SAVING PROGRAMS ESCALATION Drivers PERIODIC EVENT-BASED SUCCESS PROGRAMS &PLAYS At Risk In Harvest Growing New The Engagement Model
- 30. Drivers Results Risks ONBOARDING PROGRAMS ESCALATION/ SAVING PLAYS Drivers RETENTION PROGRAMS PERIODIC EVENT-BASED SUCCESS PROGRAMS &PLAYS At Risk In Harvest Growing New Engagement Model of Young Customer Success Organization
- 31. Drivers Results Risks ONBOARDING PROGRAMS ONBOARDING PLAYS ON-GOING NURTURING USAGE BASED CAMPAIGNS SAVING PROGRAMS ESCALATION/ SAVING PLAYS PLAYS Drivers RETENTION PROGRAMS PERIODIC EVENT-BASED SUCCESS PROGRAMS &PLAYS At Risk In Harvest Growing New Churn -------------------- Retention -------------------- Upsell Save Rate -------------------- ActiveEscalations METRICS Time to Value -------------------- Satisfaction Results -------------------- Adoption -------------------- Utilization The Portfolio Scorecard
- 32. FarmDon’t Hunt and Manage your Grove Summary
- 33. FarmDon’t Hunt and Manage your Grove Summary Run CustomerSuccess like a Business
- 34. FarmDon’t Hunt and Manage your Grove Summary Portfolio Management is the OperatingMode Run CustomerSuccess like a Business
- 35. We’ve got a huge future ahead! Profitable Customer Success Model THANK YOU! guy@totango.com