set your team up for success -low res
TRANSCRIPT
3 Steps to Set Your Team Up for Success
Chen Ben Attar May 26, 2016
Chen Ben Attar
Our Customers are at the forefront of Customer Success
2M/50MAccounts / Active Users
200+ Customers
$5B+Of Subscription Managed
Enable subscription businesses to retain and expand revenue by
leveraging product usage and account data
Step 1:Set Clear Priorities
Sales Process Customer Success Process
Upsell
Retention
Satisfaction
Adoption
Managing Escalations
CapturingOpportunities
Driving Adoption
Onboarding
Key Activities
Time To Value Configuration
Quality
Satisfaction
Escalations
Expansions
Adoption
Onboarding
Time To Value Configuration
Quality
Satisfaction
Escalations
Expansions
Adoption
Onboarding
License Utilization
Feature Adoption
Business Outcomes
Time To Value Configuration
Quality
Satisfaction
Escalations
Expansions
Adoption
Onboarding
License Utilization
Feature Adoption
Business Outcomes
Active Escalations Save Rate Associated
Effort
Time To Value Configuration
Quality
Satisfaction
Escalations
Expansions
Adoption
Onboarding
License Utilization
Feature Adoption
Business Outcomes
Active Escalations Save Rate Associated
Effort
Win Rate AdvocacyRetention/ExpansionOpportunities
Escalation
Expansion
Adoption
OnboardingDrivers
Outcomes
Risks
Time To Value
License Utilization
Feature Adoption
Active Escalations
Retention/ExpansionOpportunities
Win Rate Advocacy
Business Outcomes
SatisfactionConfiguration
Quality
Save Rate AssociatedEffort
Portfolio ScoreCard
Focus On Drivers, Track Outcomes
Tracking Outcomes
Focus on Potential Accounts
Focus on specific functionality Adoption
Portfolio level Visibility- Feature Utilization
Set Account-specific adoption goals
Step 2:Share Expertise
Who/When
What
Generate measureable ,repeatable, predictable success practices
Draw on the team’s collective experience
Automate Triggers targeting relevant accounts
Provide Actionable Guidelines
Don’t drop the..
Scale Successful Practices
Step 3:Foster Accountability
And don’t forget to Celebrate Achievements…
Team PerformanceReview Overall team performance
Compare individual output
Determine which CSM needs your attention most
Individual Performance
Effort Impact
Individual Performance-Account level
Summary 1. Set Priorities by Identifying a gap in performance using “Revenue Center”, as
well as potential accounts using “Active Lists”(Segments) & Reports
2. Share Expertise by capturing actionable guidelines in “Success Plays”
3. Foster accountability on around Drivers & Results using “Team Console”
