Customer Success Summit 2016 Breakout Session: Presented by: Matt Oxley, Co-Founder & VP Customer Success, Opal

1. Adopting a Customer-First Philosophy
MARCH 2016

2. 1. My Story
2. Enterprise Software Market - Realization to Opportunity
3. Customer First Philosophy
4. Lessons I Learned
AGENDA

3. My Story

4. I play to win.
I am an entrepreneur.
I love experiences.
MY STORY

5. Being a founder allowed me a fresh perspective

6. Enterprise Software - Realization to opportunity

7. Enterprise software was bad, both product wise
and service wise.
REALIZATION ONE

8. People were getting great low-cost digital
experiences in the home
REALIZATION TWO

9. Peoples expectations of service
were vastly growing.
REALIZATION THREE

10. To build a company wide customer program that
combines the product and human experiences.
OPPORTUNITY

11. Customer First

12. PRODUCT
EXPERIENCE
HUMAN
EXPERIENCE
CUSTOMER
FIRST
SALES
FINANCE
OPERATIONS
PROCUREMENT
CUSTOMER SUCCESS
EDUCATION
SUPPORT
MARKETING
PROBLEM
FEATURES
BUGS
RELIABILITY
LOOK & FEEL

13. Putting the customer first in every scenario,
thought and decision. Company wide.
DEFINITION

14. If we put our customers first, we win.
RATIONALE

15. EXAMPLES OF A CUSTOMER FIRST, OPAL JOURNEY
Humans
SALES FINANCEPROCUREMENT
CUSTOMER
SUCCESS
SUPPORTMARKETING
Easy Exceed SLA’s
Thorough
Intentional
Customer
Stories
Proactive
Helpful
Intentional
Value
Thoughtful
Proactive
outreach

16. What impact has this philosophy had on Opal?
IMPACT

17. Everything

18. NEW SLIDE REQUIRED

20. Take Aways
LESSONS I LEARNED

21. Ensure your employees have empathy
and understand your customers
1. EMPATHY

22. Develop cross functional teams
2. EMBRACE CROSS FUNCTION

23. Share success, often
3. STORY TELL

24. Evolution is essential to excellence
4. EMBRACE EVOLUTION - PROCESS AND TOOLS

25. True Customer Success lives at the intersection
of product and human experiences.
Therefore it has to exist everywhere within an
organization.
CLOSING STATEMENT

26. Thank you!
matt@workwithopal.com