Produced by Customer Success Summit 2014

Customer Success Summit 2014

Title: Putting Customer Success in the hands of the Customer Presenter: Josh Richau Email/Twitter: @jrichau

Who Am I

Senior Director, Product Management Search and Analytics

Live in Boulder, CO

Avid Broncos fan Protected by catwoman and dapper Batman

DRIVE EMPLOYEE PRODUCTIVITY

ENGAGE AND SUPPORT CUSTOMERS AND

PARTNERS

ENGAGE, TRAIN AND ALIGN YOUR WORKFORCE

THE COMMUNICATION AND COLLABORATION PLATFORM FOR MODERN, MOBILE BUSINESS

INTEGRATE & EXTEND

PORTAL REPLACEMENT

SOCIAL COLLABORATION

EXTERNAL COMMUNITIES

Who is Jive

Stuff is happening!

McKinsey, Surveys, Business Value

Self-assessed performance before and after Jive:

•  ~15% improvement in overall respondent productivity

2%

71%

28%

54%

1%

46%

Performance

It’s what you do with it

4 steps to customer success

#1 START WITH A BUSINESS PARTNER.

#2 BUILD THEIR BUSINESS VALUE CASE.

#3 DEFINE THE FROM > TO

#4 MEASURE SUCCESS.

Behavioral Reporting

Behavioral Reporting

What have we learned so far?

•  Jive supports a lot of use cases

• Mobile is critical

• Need to integrate better into our services offering

Recommended Play

Enable Customers to manage success!Large installations (always J )!Give the customers (and services team) a way to manage their own success. We started with 3 basic use cases: onboarding, org intelligence, strategic alignment to serve as examples.!!The power lies in the ability for our implementation team to use this to measure success and leave behind a way for the customer to continue to manage it (for themselves and their stakeholders)!

Play Name:!When to use:!

Play Anatomy:!!!!!!

Comments:!!!

Produced by Customer Success Summit 2014 12  

Winning in 2014!

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