Customer Success Management is all about pro-actively making sure your customers get value from their relationship with you. You need to do this to reduce your risk of churn and maximize your profits. But how will you do it? How do you make sure your CSM efforts are successful? And how do you do it in a way that is cost effective?

1. CUSTOMER SUCCESS
MANAGEMENT
Tips For Building An Efficient Customer Success
Team

2. CONTENT
 Definition
 Goals & Objectives
 Roles of the Customer Success Manager
 Strategies
 Typical Interaction Points with Customer
 Key Performance Metrics
 Q & A

3. DEFINITION

4. GOALS & OBJECTIVES
Understanding Customer
Goals
Developing and
Executing Success
Plan
Check Customers'
Usage of Product
Continuous Education
to Drive Value

5. ROLE OF CUSTOMER SUCCESS
MANAGER
Provide
usage/adoption
recommendations,
risk identification, and
mitigation
Manage account
portfolio to ensure
health and
development up
adoption ladder
Collaborate to create
success plan, drive
renewals, escalation
point as needed

6. STRATEGIES: COMMUNITY
 Contact based on e-mails
 Basic setup and configuration guidance
 Connection to community and support
 Automated delivery, invintation to live webinar

7. STRATEGIES: ENTERPRISE
 Contact based on calls
 Review products
 Review goals and expectations, evaluate initial readiness and
risks
 Follow up
 Escalation of risky account

8. STRATEGIES: STRATEGIC
 Personal contact
 Introduce resources and engagement model
 Begin transition from implementation
 Introduce Executive Outreach Program and Sponsor Selection
 Confirm key contacts

9. TYPICAL INTERACTION POINTS WITH
CUSTOMER
 First Days:
 Welcome e-mail/phone call
 Review roles and responsibilities
 Regular check-in to determine progress of rollout

10. TYPICAL INTERACTION POINTS WITH
CUSTOMER
 Success Plan:
 Develop Success Plan to determine customer's vision and goals for
using product
 Identify Key Success Metrics

11. TYPICAL INTERACTION POINTS WITH
CUSTOMER
 Quarterly Business Reviews
 Review values of the product to customer
 Tie in to Success Plan
Plan
Implement
Review
Update

12. TYPICAL INTERACTION POINTS WITH
CUSTOMER
 Product Roadmap Discussion

13. EXAMPLE OF PRODUCT ROADMAP

14. KEY PERFORMANCE METRICS
 Engagement/Account Health
 % of accounts that are green
 Usage metrics of customer
 NPS/Satisfaction Reviews
 NPS scores
 % of surveys > 3.5 (out of 5)

15. THANK YOU FOR YOUR ATTENTION
An Bui & Santa Bensone

16. Q & A
For Hieroglifs
International Services
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www.hieroglifs.com