SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

Sales Wins Games

Customer Success Wins

Championships

By: Jamie Wang

Director, Customer Success Consultants and Support at Wiser

There Is No Perfect Bracket

CS Gameplan

Transitioning Defense Into Offense

CS Gameplan

Transitioning Defense Into Offense

1. Defend Your Revenue

CS Gameplan

Transitioning Defense Into Offense

1. Defend Your Revenue

2. Increase Engagement

CS Gameplan

Transitioning Defense Into Offense

1. Defend Your Revenue

2. Increase Engagement

3. Upgrades

CS Gameplan

Transitioning Defense Into Offense

1. Defend Your Revenue

2. Increase Engagement

3. Upgrades

4. Success Stories

CS Gameplan

Transitioning Defense Into Offense

1. Defend Your Revenue

2. Increase Engagement

3. Upgrades

4. Success Stories

5. Referrals

Implementing

Customer Success

Without a Customer

Success Team

Jamie WangWiser - Dynamic Pricing SaaS Platform for

E-Commerce Retailers and Manufacturers

Grew Customer Success and Support team from 2 - 13

Previously: Co-Founder, Coursemodo.

Humans are expensive

Does it require a human to do that?

Define and Track Health

Humans are expensive

Automate emails based on usage and triggers.

Automate your CRM. Get reminders.

Humans are expensive

Show off! Send success reports.

Quantify how much you’re helping.

Humans are expensive

Customers are your first CSM’s

Humans are expensive

Customers are your first CSM’s

Support documentation

Humans are expensive

Customers are your first CSM’s

Support documentation

Best Practices by use case.

Humans are expensive

Humans Are Necessary

1. Track ‘LOGGED CALLS'.

1. Must have QUALITATIVE details

added.

1. Gather company intel! Why did

they buy? What else do they use?

Never Give Up

“I want to cancel” usually means “I want to Stay”

Never Give Up

“I want to cancel” usually means “I want to Stay”

65%

1) Track only the 2-3 engagement metrics.

2) Show off your work.

3) Track “Logged Calls” over emails or touchpoints.

4) Each call must have business insights recorded

5) Let customers help each other

6) Always know why they cancel and get on the phone to save them.

Takeaways

linkedin.com/in/jmjwang

Jamie.Wang@Wiser.com

@JamieWang

Let’s talk Customer Success!