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The Evolution of Customer Success

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Customer Success Summit 2016 General Session Presented by: Catherine Blackmore, GVP Customer Success, Oracle Marketing Cloud

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Customer  Success the Catherine  Blackmore GVP  Customer  Success, Oracle  Marketing  Cloud
Where   there’s a  cloud…
There’s  a  fire.
The  Age   of  the   Firefighter
Early  Customer  Success… • Extension  of  Support   • Customer  Service  Focused • High  Touch • Reactionary
What  about   fire  prevention?
Why  are  customers   escalated?
The  Age   of  the   Detective The  Age   of  the   Firefighter
The  Data  Era… • Drivers  of  Churn  &  Escalations • Developing  a  CS  Database • Customer  Segmentation • Minimize  Reactive  Interventions
What  is Customer  Success at  scale?
The  Age   of  the   Detective The  Age   of  the   Technologist The  Age   of  the   Firefighter
The  Modern  Era… • Predictive • Data-­driven  Programs • 1  to  Many • Proactive  Interactions
The Evolution of Customer Success

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