Customer Success Play by John Lee, SVP Customer Success at Kapost, at the 2014 Customer Success Summit.

1. Produced by
Customer Success Summit 2014
Customer Success Summit 2014
Title: Enabling Strategic Relationships
Presenter: John H. Lee, Kapost
LinkedIn:
https://www.linkedin.com/pub/john-lee/0/95/631

2. Produced by
Customer Success Summit 2014
About me and my company
• The leading content marketing software platform
• Recent round of funding last summer for $5.6M
• Rapid sales and employee growth since
2

3. Produced by
Customer Success Summit 2014
What led me to Customer Success
My titles have evolved
• Consultant
• Client Services
• Account Manager
• Customer Success
My role has been constant*
• Build strong relationships
• Establish durable value of company
3
Retain
Customers!

4. Produced by
Customer Success Summit 2014
My Story
4
Opportuni)es
• Engage
strategically
with
customers
• Transi7on
into
a
Customer
Advisory
role
• Introduce
processes
to
scale
team
opera7ons
Ini)al
Observa)ons
• Recognized
thought
leader
in
content
marke7ng
• Strong
culture
to
innovate
&
iterate
to
drive
product
adop7on
• Methodical
processes
for
early
stage
organiza7on
The
Kapost
Case
Study

5. Produced by
Customer Success Summit 2014
Recommended Play
Surface Customer Advocates
After onboarding is complete
Screen detailed usage reports to surface
hyperactive users in a narrow field.
Specialized users can still be strong partners
for beta features, thought leadership and
general advocacy.
Same screening data can be used to target an
outbound campaign to drive new feature
adoption.
5
Play Name:
When to use:
Play Anatomy:
Comments:

6. Produced by
Customer Success Summit 2014
Recommended Play
Impact Perceived Value
After business goals & engagement objectives
are aligned
Target adoption efforts on the features that
drive the customer’s perception of product
value.
This initiative led us to create a customer
maturity model, which includes a customer
assessment and correlates business goals to
engagement objectives.
6
Play Name:
When to use:
Play Anatomy:
Comments:

7. Produced by
Customer Success Summit 2014
Lessons Learned:
• When looking to transform a team, turn hearts
first. Then processes.
• When relying on multiple systems for your
reporting needs, ensure the core fields for
filtering are accessible from all systems.
• One inch, at a time. Start small, but keep
moving forward.
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8. Produced by
Customer Success Summit 20148
Winning in 2014!
Think
Big
Start
Small
Move>>Fast!