Back to Basics: The Simple Recipe for Customer Success
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Customer Success Summit Breakout Session Presented by: Sandeep Menon, VP Customer Success, Sefaira
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Back to Basics: The Simple Recipe for Customer Success
- 1. Back to Basics: The Simple Recipe for Customer Success
- 2. NewYork • London • Sydney Sustainability.Performance.Design. Back to Basics: The Simple Recipe for Customer Success
- 3. CONSUMES 40% OF GLOBAL ENERGY EMITS 24% OF GLOBAL CARBON THE BUILT ENVIORNMENT:
- 4. About Sefaira Founded in 2009 To create software For sustainable building design Customer success team grows to 15 CSMs and AMsacross NewYork, London & Sydney, supporting 500+ AEC firms worldwide and 130+ Universities Cloud based/SAAS model First product launched in 2012 Acquired by in 2016
- 5. Confidential. Copyright © 2015 Sefaira Ltd. • Analyzing the customer journey based on value creation • Defining KPIs to measure success • Being the voice of the customer and creating a feedback loop • Constant experimentation Agenda:
- 6. Confidential. Copyright © 2015 Sefaira Ltd. Customer Success ≠happy customers • Customer success is when your customer achieves value, a return greater than the investment made in your product • Since CS is a revenue driver, build your organization around value creation
- 7. Confidential. Copyright © 2015 Sefaira Ltd. Support Activities Infrastructure: Salesforce,Zendesk,Totango,Amplitude,Wizeline Human Resource Management:recruiting/hiring CSMs,AMs,support Technology Development:CS-PM,feedback loop Customer Acquisition Onboarding Training Support Services Primary Activities Create value for clients & a competitive advantage for your firm
- 8. Confidential. Copyright © 2015 Sefaira Ltd. Customer value leads to key decisions Onboard ing Training Support Services Renewal Project-based training Expansion to other project teams
- 9. Confidential. Copyright © 2015 Sefaira Ltd. KPIs Leading indicators: • Onboarding status • Customer health/product usage • # of users • Success stories • Net promoter scores (NPS) Measure what you want to manage Trailing indicators: • Bookings • Churn, #clients,MRR • Customer lifetime value (CLV) • CLV:CAC
- 10. Confidential. Copyright © 2015 Sefaira Ltd. Feedback loop between customer and product Customer CS PM • Proactive outreach • Onboarding • Training • Support • Services • QBRs • Friction • New features • Product/market fit • Re-occurring value/stickiness • Opportunity to increase MRR • Wizeline, Zendesk, JIRA • Weekly PM/CS meetings
- 11. Confidential. Copyright © 2015 Sefaira Ltd. Improvement through experimentation Customer success should be trained to use data to put forward hypotheses that improve the product and increase value for customers
- 12. Confidential. Copyright © 2015 Sefaira Ltd. • Analyzing the customer journey based on value creation • Defining KPIs to measure success • Being the voice of the customer and creating a feedback loop • Constant experimentation What we covered:
- 13. Confidential. Copyright © 2015 Sefaira Ltd. ThankYou Sandeep Menon Vice President Customer Success +1 202 834 9241 Sandeep.menon@sefaira.com Twitter: @ByMenon Sefaira Inc. 115 East 23rd Street,11th floor NewYork,NY 10010 Sustainability.Performance. Design.