Customer Success Summit 2015 breakout session: Presented by: Boaz Maor, VP of Customer Success, Mashery (division on Intel)

1. © Intel Mashery Confidential Information
Produced by
Measuring Customer Success
Case Study from the work at
Mashery
2015-Mar-23
Boaz Maor

2. © Intel Mashery Confidential Information
• Why Are We Here?
• Brief Background on Mashery
• What is Customer Success: Vision, Mission and Scope
• Measuring Success
• Questions and Discussion
Agenda

3. © Intel Mashery Confidential Information
If it’s not worth measuring, it is not
worth doing

4. © Intel Mashery Confidential Information
• Why Are We Here?
• Brief Background on Mashery
• What is Customer Success: Vision, Mission and Scope
• Measuring Success
• Questions and Discussion
Agenda

5. © Intel Mashery Confidential Information
Where do
apps
come
from?
Source: Cartoonstudies.org
API
Apps Come from APIs x

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Smartphone
Tablet
Gaming
Console
Desktop
Blu-Ray
Connected TV
Mall Directory
Dressing Room
Blood pressure monitor
Refrigerator
Car Radio
Car GPS
Airplane Entertainment
Store Kisok
Cash Register
POS Display
Bus Stop
Postal Trucks
Inventory Systems
Supply Chain
Subway Map
Alarm Clocks
Subway Map
Scale sensors
Railway Schedule
Bus Stop
Radios
Toys
Cameras
Watches
Trains
eReaders
Dog Collars
Treadmill
Biometric Devices
Product Scanners
Blackboards
Delivery Vehicle
Concert Turnstile
Toll BoothRunning Shoes
Scale
Baby Monitor
Power Outlet
Product Sensor
Washing MachineAir Conditioner
Security Bracelet
Remote Control
Vending Machines
200 Billion Connected Devices

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Apps Grant
Wishes
…Apps come from APIs

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Open Web API - Consumer Example

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Image Description Ratings/Reviews
Manage Queue /
Update Account
API
Open Web API - Consumer Example (cont’)

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API Programs Are Used By Different Companies for
Different Needs, Enterprises to Small Start-ups

11. © Intel Mashery Confidential Information
• Why Are We Here?
• Brief Background on Mashery
• What is Customer Success: Vision, Mission and Scope
• Measuring Success
• Questions and Discussion
Agenda

12. © Intel Mashery Confidential Information
At the end of the day, our success in the
marketplace is measured by the extent
of the value our solutions provide to
customers. The higher that value, the
greater is our ability to be successful.
Mission of Customer Success Team

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The Three Key Objectives of the Customer Success Team
1. Maximize
Value Our Customers Extract from
Our Solutions
2a: Maximize
Monetary Value
to Us
2b: Maximize
Non-Monetary Value
to Us

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The “Formula” Definition of Customer Success
(for the Customer)
Program
Scope
Program
Value Program Scope:
What
Program Execution:
How
Program Value:

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Complementary Skills and Teams are Needed to
Effectively Execute on This Charter
Program
Scope
Program
Value
CPSM
TSS

16. © Intel Mashery Confidential Information
• Why Are We Here?
• Brief Background on Mashery
• What is Customer Success: Vision, Mission and Scope
• Measuring Success
• Questions and Discussion
Agenda

17. © Intel Mashery Confidential Information
Customer Success Scorecard and MBOs
MBO Area Lead/Lag Q1 Q2 Q3 Q4
Customer Success
Financial Success
Inter-Team Impact
Practice Development

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Customer Success Scorecard and MBOs: Customer
Success

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Customer Success Scorecard and MBOs: Mashery
Financial Success

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Customer Success Scorecard and MBOs: Inter-
Team Processes and Practice Development

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CS Team Goals Cascade Down from Company Goals to
Each Sub-Team’s

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CPSM MBOs: High Level Structure

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CPSM MBOs: Specific Definitions

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CPSM MBOs: Sample Worksheet – Input

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CPSM MBOs: Sample Worksheet – Output

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1) Track Team performance over time
2) Track Individual performance against others in the team
3) Track Individual performance over time
CPSM MBOs: Tracking Results Over Time Enables
Refinement of the Focus of the Business

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1. Overall CPSM Team
Exceeded Its MBO2. Almost all CPSM
Exceeded their MBO
3. We Out-Performed
mainly in Monetary Value
to us and Value to
customers categories
4. We Under-Performed
the most in Non-Monetary
Value to us and Program
Expansion
Take Away #4: Performance Acros CPSM Team is conssistent
Take Away #5: Monetary on the expense of Program Expansion

28. © Intel Mashery Confidential Information
• Why Are We Here?
• Brief Background on Mashery
• What is Customer Success: Vision, Mission and Scope
• Measuring Success
• Questions and Discussion
Agenda