CUSTOMER SUCCESS: PLAY TO WIN
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The document discusses the importance of a customer success strategy focused on growth and innovation rather than preventing churn. It advocates for treating customer success as a growth team and innovation team aimed at creating great customer experiences. The goal is to play to win by celebrating customer successes rather than just playing not to lose by focusing only on preventing churn.
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CUSTOMER SUCCESS: PLAY TO WIN
- 3. 201520142012 2013 customer success is established Source: Google Trends
- 6. why 2013 what how 2014 2015customer success 2013 2014 2015
- 9. what is the #1 goal?
- 12. The Best Defense is a Strong Offense
- 13. Playing Not To Lose Playing To Win
- 14. From Tel Aviv To Palo Alto
- 16. focus on growth (as well)
- 17. PLAY TO WIN Customer Success PLAY TO WIN a growth team
- 21. PLAY TO WIN Customer Success PLAY TO WIN a growth team an innovation team
- 22. when do we ring the bell?
- 25. PLAY TO WIN Customer Success PLAY TO WIN a growth team an innovation team celebrating success
- 27. 10x
- 28. 10x
Editor's Notes
- THANKS I’M EXCITED I REMEMBER HOW IT ALL STARTED
- Can’t believe it was only two year ago
- CUSTOMER SUCCESS PROFESSION HAS EXPLODED CUSTOMER SUCCESS BECOMES AN ESTABLISHED CATEGORY CUSTOMER SUCCESS IS IN ALL INDUSTRIES
- JUSTIFY OUR EXISTENCE HARD TO BELEIVE WE HAD TO DO IT
- Manifesto Playbooks together
- How should the customer success machine work Looking deeper into the machine
- Are we as an industry thinking about those experience This is how the customer success machine should work
- 4 out of every 5 teams goal is churn
- This is like in soccer when you’re playing defensive Best outcome 0:0
- However, to win a championship you have to play to win Politics, Military, Sports
- That's the wrong way to looking at it Lenses As an industry we are focused on not loosing, and we have change it Look from different lenses
- I know why I’m doing this!
- As a young profession, we need to adopt a winning mentality – if we want to make sure the best people are in Customer Success. We have to do it today
- GREEN Greener Turn our customers into brand advocates, into our references Don’t play just defensive
- Important as Sales BUDGETS Grow from Save mentality to Win mentality
- What is so unique about the amazon prime experience that you can not do? How does it relate to you? We have the information and the data We have technologies – Maksim We need this mindset
- Getting your customer to the next level
- Piece of mind
- Innovation like product It’s the only way to scale, economies of scale Thomas Nah tomorrow
- Touches on the softer points
- Get away from save mentality Into a winning mentality What did we all want to be when we were kids – firemen, policemen, doctor I wanted to become a lead guitar player in a rock band ;)
- Change the terminology from – Save, Retain, Churn to Win, Grow Ring the bell when customers go live When customers achieve business success, when they go public
- PLAY TO WIN GREAT CONFERENCE WITH GREAT TALKS GREAT PEERS I’m passionate about this, I live in breath it every day, this is what I do at Totango – we are constantly thinking about those challenges, and building the technology to make these dreams come true. PLAY TO WIN – COME TO LIFE ENTIRE TOTANGO TEAM THIS IS WHAT WE ARE SO PASSIONATE ABOUT THIS IS ALL GREAT, HOW DOES THIS APPLY TO ME WHAT DO I DO DIFFERENTLY ON WEDNESDAY? YOU ARE PROBABLY WONDERING HOW DOES THIS APPLY TO ME? CONFERENCE PEERS
- 10x in only two years