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Jeff Cann: Sr. Director of Client Experience
@jeffcann © 2015 Sysomos - All Rights Reserved
sysomos.com | @sysomos
The 3 Pillars for Customer Success: Culture,
Technology and Health
Produced by
2
SYSOMOS: THE SOCIAL INTELLIGENCE PLATFORM
•Worlds most robust ad-hoc social media
intelligence platform
• 1 Billion posts a day; 184 languages, 190
countries
• 8,000 users
• Work with 8 of Interbrands top 10 Global
Brands
THE CHALLENGE
2013 2014
clientsupport@sysomos.com 1:1 Account and Product Support
Multiple touch points 1 Owner: Onboarding, training,
best practices, day-to-day
Reactive Partner + Book of Business
Approach
DRIVING CUSTOMER SUCCESS THROUGH EMPLOYEE SUCCESS
• Recruit, engage and retain the best
people
• Generate alignment with strategy
• Create an engaging workplace
> Pay and benefits
> Training and development
> Competent management
> Engaging leadership
> Broad regular, communication
> Recognize and reward
performance
Engaged
Employees
Engaged
Customers
Profit and
Growth
• Customer focused
• Brand & Customer advocates
• Sales growth
• Profit growth
Experience
Efficiency Loyalty
DRIVING CUSTOMER SUCCESS THROUGH EMPLOYEE SUCCESS
TECHNOLOGY AND THE CUSTOMER LIFECYCLE
AUTOMATED ENGAGEMENT: TIME BASED
Onboarding
•Month 1-3
•Welcome message, training check in, ‘Did you
Know?’, Link to training resources (webinar series,
support portal, use cases)
Engagement
•Month 4-12
•New Feature awareness, Invite to beta labs, offers
for refresher training, solicit feedback: “what would
you change?”, advanced tips and tricks
Renewal
•Month 10-12
•Suggest roadmap review, promote soon to be
released features, highlight yet to be adopted
products
AUTOMATED ENGAGEMENT:
BEHAVIOR BASED
Adoption
• E-mail reminder for users not yet logged
in (escalation tiers)
• Live training offers for laggards
Features
• Advanced Tips and Tricks based on
features used
• Suggestions based on features not used
• Request for feature feedback from Power
Users
HOW THE “MAGIC NUMBER” CAN DRIVE
VISIBILITY AND RESULTS
Social media monitoring, community management, campaign tracking,
influencer identification
Feature usage, license usage, client health, client lifecycle and book of
business management
Time and behavior based e-mail and in-app messaging.
NPS
Support portal and ticket creation
Bug and feature request management
THE SYSOMOS MEASUREMENT TOOL-KIT
CUSTOMER HEALTH
Results!
Select KPI’s FY 2014
Segment Churn Reduction
Overall -25%
Agency -11%
Corporate -35%
> GB -33%
> SMB -42%
Q&A

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THE 3 PILLARS FOR CUSTOMER SUCCESS: CULTURE, TECHNOLOGY AND HEALTH

  • 1. Jeff Cann: Sr. Director of Client Experience @jeffcann © 2015 Sysomos - All Rights Reserved sysomos.com | @sysomos The 3 Pillars for Customer Success: Culture, Technology and Health Produced by
  • 2. 2 SYSOMOS: THE SOCIAL INTELLIGENCE PLATFORM •Worlds most robust ad-hoc social media intelligence platform • 1 Billion posts a day; 184 languages, 190 countries • 8,000 users • Work with 8 of Interbrands top 10 Global Brands
  • 4. 2013 2014 clientsupport@sysomos.com 1:1 Account and Product Support Multiple touch points 1 Owner: Onboarding, training, best practices, day-to-day Reactive Partner + Book of Business Approach
  • 5. DRIVING CUSTOMER SUCCESS THROUGH EMPLOYEE SUCCESS
  • 6. • Recruit, engage and retain the best people • Generate alignment with strategy • Create an engaging workplace > Pay and benefits > Training and development > Competent management > Engaging leadership > Broad regular, communication > Recognize and reward performance Engaged Employees Engaged Customers Profit and Growth • Customer focused • Brand & Customer advocates • Sales growth • Profit growth Experience Efficiency Loyalty DRIVING CUSTOMER SUCCESS THROUGH EMPLOYEE SUCCESS
  • 7. TECHNOLOGY AND THE CUSTOMER LIFECYCLE
  • 8. AUTOMATED ENGAGEMENT: TIME BASED Onboarding •Month 1-3 •Welcome message, training check in, ‘Did you Know?’, Link to training resources (webinar series, support portal, use cases) Engagement •Month 4-12 •New Feature awareness, Invite to beta labs, offers for refresher training, solicit feedback: “what would you change?”, advanced tips and tricks Renewal •Month 10-12 •Suggest roadmap review, promote soon to be released features, highlight yet to be adopted products
  • 9. AUTOMATED ENGAGEMENT: BEHAVIOR BASED Adoption • E-mail reminder for users not yet logged in (escalation tiers) • Live training offers for laggards Features • Advanced Tips and Tricks based on features used • Suggestions based on features not used • Request for feature feedback from Power Users
  • 10. HOW THE “MAGIC NUMBER” CAN DRIVE VISIBILITY AND RESULTS
  • 11. Social media monitoring, community management, campaign tracking, influencer identification Feature usage, license usage, client health, client lifecycle and book of business management Time and behavior based e-mail and in-app messaging. NPS Support portal and ticket creation Bug and feature request management THE SYSOMOS MEASUREMENT TOOL-KIT
  • 14. Select KPI’s FY 2014 Segment Churn Reduction Overall -25% Agency -11% Corporate -35% > GB -33% > SMB -42%
  • 15. Q&A