Customer Success Play by Josh Richau, Senior Director of Platform Technology at Jive Software at the 2014 Customer Success Summit.

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

4. Stuff is happening!

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.

8. Behavioral Reporting

9. Behavioral Reporting

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:!
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12. Produced by
Customer Success Summit 201412
Winning in 2014!
Think
Big
Start
Small
Move>>Fast!