the evolution of customer success
TRANSCRIPT
![Page 1: The Evolution of Customer Success](https://reader033.vdocuments.net/reader033/viewer/2022042706/5872e9961a28abfa548b6bd7/html5/thumbnails/1.jpg)
Customer Success
the
Catherine BlackmoreGVP Customer Success,Oracle Marketing Cloud
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![Page 3: The Evolution of Customer Success](https://reader033.vdocuments.net/reader033/viewer/2022042706/5872e9961a28abfa548b6bd7/html5/thumbnails/3.jpg)
Where there’sa cloud…
![Page 4: The Evolution of Customer Success](https://reader033.vdocuments.net/reader033/viewer/2022042706/5872e9961a28abfa548b6bd7/html5/thumbnails/4.jpg)
There’s a fire.
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The Age of the
Firefighter
![Page 6: The Evolution of Customer Success](https://reader033.vdocuments.net/reader033/viewer/2022042706/5872e9961a28abfa548b6bd7/html5/thumbnails/6.jpg)
Early Customer Success…• Extension of Support
• Customer Service Focused
• High Touch
• Reactionary
![Page 7: The Evolution of Customer Success](https://reader033.vdocuments.net/reader033/viewer/2022042706/5872e9961a28abfa548b6bd7/html5/thumbnails/7.jpg)
What about fire prevention?
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Why are customers escalated?
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The Age of the
Detective
The Age of the
Firefighter
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The Data Era…• Drivers of Churn & Escalations
• Developing a CS Database
• Customer Segmentation
• Minimize Reactive Interventions
![Page 12: The Evolution of Customer Success](https://reader033.vdocuments.net/reader033/viewer/2022042706/5872e9961a28abfa548b6bd7/html5/thumbnails/12.jpg)
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What isCustomer Successat scale?
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The Age of the
Detective
The Age of the
Technologist
The Age of the
Firefighter
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The Modern Era…• Predictive
• Data-driven Programs
• 1 to Many
• Proactive Interactions
![Page 17: The Evolution of Customer Success](https://reader033.vdocuments.net/reader033/viewer/2022042706/5872e9961a28abfa548b6bd7/html5/thumbnails/17.jpg)