Customer Success Summit 2015 General Session Presented by: Bill Macaitis, CMO, Slack Technologies

1. One ring to rule them all.
Unified customer success metrics to drive
marketing, sales & customer support.
Bill Macaitis
CMO of Slack
@bmacaitis

2. My Background

3. is a messaging app for teams

4. What is a brand?

5. A brand is the sum of every
experience someone has
with you.

6. Bad experiences
shape a brand

7. 17 fields and your cell phone
number to view a demo

8. Can’t find help when you need it

9. Main point of contact
switched 10 times

10. Have to spend two months
haggling over price

11. Harassed over phone or email
by a pushy salesperson

12. Pay for seats regardless if you
use them or not

13. Wait forever for a support
response

14. Ad sends you to a landing page
with no way out except a form

15. Having to talk to a sales person
when you don’t want to.

16. Not being able to talk to a sales
person when you want to.

17. Everyone disappears after the
contract is signed

18. Short term metrics incentivize bad
organizational behavior which
creates bad experiences

19. Bad Metrics:
Leads, Pipeline,
Opps, Margins

20. Good experiences
shape a brand

21. 15 minute help response
times

22. Transparent prices

23. Helpful sales people who tell
you when the product is not
a good fit for you.

24. One point of contact

25. More support, less sales.

26. You only get charged if
someone uses the product

27. View a demo.
No forms required.

28. Want to talk to a person?
Great. Don’t want to talk to
a person? Great.
You decide.

29. Live chat help available
anytime.

30. You get more love and help
after the contract is signed
then before

31. Long term metrics incentivize
good organizational behavior
which creates good experiences

32. 1st Sale < Renewal < Recommend

33. Good metrics:
NPS, CSAT, Engagement

34. Organize and incentivize your sales,
marketing and support teams with
long term, shared metrics.

35. Good experiences = Customer Love
@ambertlee Feb 24
Started using @SlackHQ with my #film crew. Seriously.
It's a game changer. #filmmakers go check it out right
now. My #animation people too.
@SparkAnthology Feb 24
As a non-profit w/ volunteers around the globe,
@SlackHQ makes our effective communication and
distributed collaboration possible! Love it.
@jeanettec007 Feb 24
I really am loving @SlackHQ. Such a great tool for
collaboration/communication. May be the closest to an
email killer.
@EthanGreene1 Feb 24
@SlackHQ is one of the coolest, most innovative
platforms I've used. Definitely going to revolutionize
communication within the workplace.
@klutchell Feb 24
Consensus: @SlackHQ is amazing and everyone should
be using it. If not, you might as well be using carrier
pigeons.
@sdrawthgir Feb 24
I just want to work somewhere that uses @SlackHQ
@JohnRomaniello Feb 21
Ifyou're running a business of any kind and you aren't
using @SlackHQ ​, you're seriously screwing up.
Honestly, it's a life-changing.
@JesperBylund Feb 24
More impressed by @SlackHQ every day
@JesperBylund Feb 24
Our team just became paying customers of @SlackHQ !
The second most useful tool we use behind @github
@SJBalliano Feb 23
How @SlackHQ made me stop emailing myself
http://bit.ly/1JE02af Please RT
@XavierLanier Feb 23
Absolutely love Slack. @SlackHQ is the first messaging
company to do mobile right. We have tried the rest and
Slack wins by a mile.
@jrozenblat Feb 22
In an effort to slowly kill #email, I'm fully on the
@SlackHQ bandwagon
@StevePulver Feb 22
I've been using @SlackHQ for a few weeks now as
some of my clients and organizations use it religiously.
It's unbelievable.
@PaulStagnerJr Feb 22
@SlackHQ Love your programming and integrations.
They always make my life easier.
@rmi Feb 24
I love the @SlackHQ support people far more than is
seemly.
@lukeanspach Feb 22
I love using @SlackHQ. If you're on a team and do daily
interactions via email and text messaging, this is your
app. It gets rid of both.
@kailagrace11 Feb 20
I honestly have no idea why every company doesn't use
@SlackHQ! If you aren't familiar, check it out! 200%
worth it. @SlackHQ #communicate

36. @SlackHQ has been proposed to 20 times
There have also been over 1,000 other declarations
of love on Twitter, with much less commitment.

37. Good experiences = Good Growth

38. Thanks!