cx summit 2017 - juliane vasconcelos
TRANSCRIPT
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Resultados exponenciais na retenção de clientes
de forma ágil e enxuta
LEAN CS
Juliane VasconcelosCoordenadora de Customer Success
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Desafio inovador
para 2017:
Revolucionar a
experiência
dos clientes fluig
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As expectativas dos clientes estão mudando
um click para comprar
comunicação instantânea
serviço personalizado
operações transparentes
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E o mundo de assinatura chegou!
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esses comportamentos trouxeram
alguns desafiospara a área de TI
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quase ninguém mais quer comprar e gerenciar
um software, apenas usar um na nuvem
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reter seus clientes é tão importante
quanto trazer novos
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maior busca do cliente por qualidade no atendimento
do que por menor preço
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maior busca do cliente por qualidade no atendimento
do que por menor preço
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o fluig também enfrentou esses desafios!
o fluig é uma plataforma de transformação digital para aumentar a produtividade da sua empresa
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Como?
Aplicando o Lean Customer Success
Estrutura Cultura Processos Métricas
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Estrutura
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Estrutura em 2016 Problemas
Alto tempo de
resposta
Bugs
Combate frenético a
incêndios
Conflitos
culturais
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Estrutura em 2017
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SQUADs
Silêncio,
SQUADS
trabalhando!
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Um incrível time de Customer Success
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Feedback rápido
do produto
Cultura única de
foco no cliente
Responsabilidade e
sensação de dono
O que ganhamos com squads?
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Cultura
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2017 foi um ano cheio de novidades…
…mas 4 ações foram fundamentais
customer-centric cultural fit jornada do cliente empoderamento
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cultura
customer centric
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Workshop de
Jornada do cliente
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Aprendendo constantemente...
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e nos divertindo juntos...
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“Se cuidarmos bem dos
nossos funcionários,
eles cuidarão melhor ainda
dos nossos clientes!”
Os Segredos das Empresas Mais
Queridas, Rajendra e Jagdish
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O que ganhamos com a cultura certa?
Aprendizado
rápido
Melhor
comunicaçãoEmpatia
Desempenho
acelerado
Mais
produtividade
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Processos
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Novos processos!
atendimento
2.0
no bad fit
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Novas ferramentas
Nova linguagem
Mais qualidade
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Novos processos!
atendimento
2.0
Customer
Success
no bad fit
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Novas ferramentas!
atendimento
2.0
Customer
Success
nova
ferramentano bad fit
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nossa própria ferramenta de CS <3
*dados fake
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O que ganhamos com processos e ferramentas certas?
Menor custo
operacional
Velocidade nas
resoluções
Escalabilidade no
suporte
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Métricas
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*dados fake
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O que ganhamos com métricas certas?
Gestão
in-time
Evolução
constante dos
processos
Menor custo
operacional
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e o que ganhamos com
tudo isso?
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61%mais de produtividade
26%mais resolvidos tickets
23%de redução de HC
no atendimento
7%mais satisfação dos clientes
(CSAT)
33%mais velocidade nas resoluções
Resultados até agora...
Reversão de
88%para clientes
com risco de churn
95%de retenção da base de
clientes
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Quer saber mais?Blog do fluig: Customer Success
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“O talento vence jogos, mas
só o trabalho em equipe
ganha campeonatos”Michael Jordan