using product insight to drive the roi of customer success
Post on 17-Oct-2014
351 views
DESCRIPTION
Customer Success Play by Brian Norusis, VP Customer Success at e-Builder, at the 2014 Customer Success Summit.TRANSCRIPT
Produced by Customer Success Summit 2014
Customer Success Summit 2014
Using Product Insight to Drive the ROI of Customer Success Brian Norusis e-Builder VP – Customer Success [email protected]
Produced by Customer Success Summit 2014
About Me…
Brian Norusis Vice President - Customer Success e-Builder Implementation, Customer Support, Customer Success, and Managed Services
2
www.linkedin.com/in/ bnorusis/
h4p://www.so7ware-‐adop:on.com/
Produced by Customer Success Summit 2014 3
Who is e-Builder?
• Leading provider of CPMS for owners for 19 years
– Over 250 owner clients and 35,000 + users
• 100+ employees in Planta<on, FL
• 100% Owner Focus – Government
– Educa:on K-‐12
– Healthcare
– Higher Educa:on
Produced by Customer Success Summit 2014
The Opportunity
4
Produced by Customer Success Summit 2014 5
SaaS CPMS
Produced by Customer Success Summit 2014 6
User"
User"
User"
User"User"
User"
User"
User"
User"
User"
User"
User"
User"
User"
User"User"
User"
User"User"
User"
User"
User"
User"
User"
User"
User"User"
User"
User"
User"
User"
User"
User"User"
User"
User"
User"
User"
User"
User"
User"
User"
User"
User"User"User"
User"
User"
User"
User"
User"
User"
User"User"
User"
User"
User"
User"User"
User"
User"
User"
User"
User"
User"
User"
Scheduling"
Inspection"Estimating"
PMAC"
Manufacturer"
Supplier"
Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer" Manufacturer" Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer"
Supplier"
Supplier"
Supplier"
Supplier" Supplier"
Supplier"
Supplier"
Supplier"
Supplier"
Supplier"
Supplier"
Supplier"Supplier"Supplier"
Supplier"
Manufacturer"
Supplier"
Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer" Manufacturer"Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer"
Manufacturer"Manufacturer"
Supplier"
Supplier"
Supplier"
Supplier"
Supplier"
Supplier"
Supplier"
Supplier"
Supplier"
Supplier"
Supplier" Supplier"Supplier"
Supplier"Supplier"
Manufacturer"
Supplier" Supplier"
Manufacturer"
Manufacturer"
Cost Consultant"
Life Safety Consultant"
Hardware Consultant"
Testing & Inspection"
Civil Engineer"
Sanitary "Engineer"
Structural Engineer"
Mechanical Engineer" Graphics &
Signage"
Interiors Architect"
Parking Consultant"
Network Consultant"
Electrical Engineer"
Security Consultant"
Traffic Engineer"
Roofing Consultant"
Acoustical Consultant"
Kitchen Consultant"
Food Service"
Geo Tech Consultant"
Audio Visual "
PermiLng, regula:on & en:tlement
Owner’s PM"
CM/GC"
Architect"PM"
Soil Treatment"
Millwork"
HVAC"
Fire Stopping"
Clean Up"
Masonry"
Hauling"
Erosion Control"
Fencing"
Sprinklers"Curtainwall"
Flooring"
Demolition"
Formwork"
Clearing & Striping" Reinforcing"
Concrete"Grading & Excavation" Plumbing"
Electrical"
Fire Protection"
Misc. Iron & Steel "
Sheetmetal"
Curtainwall"
Casework"
Ornamental Iron" Vacuum
Systems"
Painting"
Roof Hatches"
Carpeting"
Electrical"
Rough Framing"
Skylights"
Stucco & Plaster"
Casework"
Glass & Glazing"
Drywall"Flagpoles"
Fire Protection"
Finish Carpentry"
Tile"
Insulation"
Curtains & Blinds" Counter
Tops"
Building Specialties"
Paving"Roofing"
Metal Fabrications"
Acoustical Tile"R. O.
Water" Overhead Doors"
Kitchen Equipment"
Wall Coverings"
Flashing & Sealants"
Toilet Accessories "
Ductwork"
Doors & Frames"
Board"
CEO"
Director Facilities"
Executives"Executives"
Accounting"Legal"
Standards"Estimating" QC"Program"
Produced by Customer Success Summit 2014
PLAY #1: Results Based Marketing
7
Campaign Begins
Email Name Sent Delivered % Delivered Opened % Opened Clicked % Clicked 2014 - 2 Chicago - Client Summit.Email 1 - Invitation 1 - Save the Date 175 141 80.6% 51 36.2% 11 7.8% 2014 - 2 Chicago - Client Summit.Email 2 - Invitation 2 167 133 79.6% 24 18.0% 1 0.8% 2014 - 2 Chicago - Client Summit.Email 3 - Invitation 3 166 133 80.1% 33 24.8% 6 4.5% 2014 - 2 Chicago - Client Summit.Email 4 - Invitation 4 164 131 79.9% 26 19.8% 2 1.5% Maintenance Release - February 2014.Maintenance Release - Feb 2014 399 395 99.0% 160 40.5% 71 18.0% Q1 2014 Release.Q1 2014 - Email 1 402 397 98.8% 144 36.3% 47 11.8% Storage Upgrade Announcement.Storage Upgrade Feb 2014 398 394 99.0% 152 38.6% 0 0.0%
Produced by Customer Success Summit 2014
PLAY #2: Driving Development Prioritization Based on Customer Impact
8
Produced by Customer Success Summit 2014
PLAY #3: Activity Based Content Delivery
9
User and Account Data Sent to Create Contact Record
Contact ID and Account ID
User Ac:vity w/SF Acct & User ID
Totango Insights
Campaigns Executed based on Insights and Customer Data Segmenta:on
Campaign Content Delivery
Produced by Customer Success Summit 2014 10
Winning in 2014!
Think Big Start Small Move>>Fast!