Customer Success Summit 2015 breakout session: Presented by: Jamie Wang, Director of Customer Success, Wiser

1. Sales Wins Games
Customer Success Wins
Championships
By: Jamie Wang
Director, Customer Success Consultants and Support at Wiser

2. There Is No Perfect Bracket

3. CS Gameplan
Transitioning Defense Into Offense

4. CS Gameplan
Transitioning Defense Into Offense
1. Defend Your Revenue

5. CS Gameplan
Transitioning Defense Into Offense
1. Defend Your Revenue
2. Increase Engagement

6. CS Gameplan
Transitioning Defense Into Offense
1. Defend Your Revenue
2. Increase Engagement
3. Upgrades

7. CS Gameplan
Transitioning Defense Into Offense
1. Defend Your Revenue
2. Increase Engagement
3. Upgrades
4. Success Stories

8. CS Gameplan
Transitioning Defense Into Offense
1. Defend Your Revenue
2. Increase Engagement
3. Upgrades
4. Success Stories
5. Referrals

9. Implementing
Customer Success
Without a Customer
Success Team

10. Jamie Wang
Wiser - Dynamic Pricing SaaS Platform for
E-Commerce Retailers and Manufacturers
Grew Customer Success and Support team from 2 - 13
Previously: Co-Founder, Coursemodo.

11. Humans are expensive
Does it require a human to do that?

12. Define and Track Health
Humans are expensive

13. Automate emails based on usage and triggers.
Automate your CRM. Get reminders.
Humans are expensive

14. Show off! Send success reports.
Quantify how much you’re helping.
Humans are expensive

17. Customers are your first CSM’s
Humans are expensive

18. Customers are your first CSM’s
Support documentation
Humans are expensive

19. Customers are your first CSM’s
Support documentation
Best Practices by use case.
Humans are expensive

20. Humans Are Necessary
1. Track ‘LOGGED CALLS'.
1. Must have QUALITATIVE details
added.
1. Gather company intel! Why did
they buy? What else do they use?

21. Never Give Up
“I want to cancel” usually means “I want to Stay”

22. Never Give Up
“I want to cancel” usually means “I want to Stay”
65%

23. 1) Track only the 2-3 engagement metrics.
2) Show off your work.
3) Track “Logged Calls” over emails or touchpoints.
4) Each call must have business insights recorded
5) Let customers help each other
6) Always know why they cancel and get on the phone to save them.
Takeaways

24. linkedin.com/in/jmjwang
Jamie.Wang@Wiser.com
@JamieWang
Let’s talk Customer Success!