Learn how DoubleDutch uses Customer Success Playbooks to grow and scale an international Customer Success team for a wide array of notable brands ranging from SMBs to Fortune 500 companies. This webinar features Aaron Lapierre, Director of Customer Success, and Sendhil Jayachandran, Head of Product Marketing at Bluenose. The recording can be found at https://www.youtube.com/watch?v=NzShCOJTp50 For more info on Bluenose, visit http://www.bluenose.com

1. Boost CSM Productivity
with Playbooks

2. 2
Agenda
Logistics
Speaker Introduction
Double Dutch’s Process Transformation with Playbooks
Bluenose Playbooks
Product Demonstration
Q & A

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Q & A
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4. 4
Today’s Speakers
Aaron Lapierre
Director, Customer Success
DoubleDutch
Sendhil Jayachandran
Head of Product Marketing
Bluenose Analytics

5. BLUENOSE. PROACTIVE CUSTOMER SUCCESS.
360° Customer View
Access Every Touch Point
Playbooks
Built-in Best Practices
Early Warning System
Timely Alerts Based on Health
Operational Reporting
Actionable Persona-Based Insights

6. #CSPlaybooks
DOUBLEDUTCH!
Optimize your events for greatness.!!
• Founded in 2011!
• HQ in San Francisco!
• Offices in Amsterdam,
London and Hong
Kong!
• Powered 1000’s of
events!

7. #CSPlaybooks
A GOOD PROBLEM TO HAVE!
Undergoing rapid scale!
Challenges!
• Lack of consistency!
• Means to measure
productivity !
• Lack of centralization!

8. #CSPlaybooks
PLAYBOOKS AS PROJECT MANAGEMENT!
Project milestones translate to
Playbooks and tasks
Templates for a consistent
customer experience
Workflow automation through
Salesforce triggers
Better insight into where CSMs
are spending their time

9. #CSPlaybooks
ONBOARDING AS A SIGNAL!
• 4 – 12 week
implementation cycle!
• App success is not
always a predictor of
renewal !

10. #CSPlaybooks
PREDICTOR FOR RENEWAL!
Onboarding
Value
Proposition
Usage Data

11. #CSPlaybooks
WHY BLUENOSE PLAYBOOKS!
• Playbook flexibility allows tie-
ins to DoubleDutch workflows!
• Quantify the ‘CSM instinct’
through Playbook ratings!

12. #CSPlaybooks
BUSINESS BENEFITS!
Created consistent customer experience
Better understanding of CSM workload
Reduction in customer churn

13. #CSPlaybooks
DRIVING ADOPTION!
• Custom training
materials!
• Dashboard for display
within the CS Office!
• Gamification of
Playbook completion!

14. #CSPlaybooks
WHAT’S NEXT!
• Bi-directional sync with
Salesforce!
• Escalation workflows and
further automation!
• Explore DoubleDutch
Community as input for health!

15. doubledutch.me!
AMS: +31 85 773 1845
events@doubledutch.me
USA: 1-800-748-9024

16. Product Demonstration

17. Establish Consistent Customer Success Practices
Establish Consistent Business
Processes through Templates
Boost Productivity with SFDC
Integration
Provide Manager-Level Visibility into
Status and Performance
Operationalize and Scale with
Bluenose Playbooks

18. Q & A

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