Salesforce since 2003Founding member of Customer Success Program Built SMB Success Organization for North AmericaHelped launch Toronto office Developed global scaled engagement modelEnterprise Success Leader in PNW
Before SalesforceManagement Consulting, Systems Implementation
Personal Live in Portland, ORFamily man, athlete, oenophile
[email protected]/in/djoelmartin
@joelmartin
•Administrator•Advanced Administrator•Developer•Sales Cloud Consultant•Service Cloud Consultant•Email Specialist
Built My Career in Customer Success
Salesforce - 17 Years Innovating Customer Success
2015
Customer Success Managers
Customers For Life
On-‐BoardingProgram
Early Warning System
Scaled Engagement Model
SuccessCommunity
150k+Customers
3000+People
2M+Community Members
>9CSat
ImitatedBy many
SuccessJourneys
1999
The Building Blocks for a Scale Program
Data ContentSuccess
Measures
CustomerSuccess
FeedbackMechanism
Systems of Engagement
Webinars
Knowledge Base Self Service
1:Many (Presentation with Q&A)
1:Few (Interactive Discussion)
Crowd Sourced
1:1(Interactive Discussion)
12,000 new customers per quarter
through on-boarding journey
Circles of Success
Success Community
Outreach or Accelerator
How We Scale Customer Engagements
Community Harnesses the Power of the People
PEER TO PEER SUCCESS100% Questions answered
98% answered by members90% Customer Satisfaction
CUSTOMER BASED INNOVATION2000+ community delivered ideas
2.4 million points delivered~100 ideas delivered each release
CUSTOMER SUPPORTOfficial documentation
Online trainingLogging a Case
EVENT COLLABORATIONEvent specific groups
Session records & presentationsPre and post event collaboration
CUSTOMER COLLABORATIONOfficial Salesforce-Led GroupsRegional and Industry Groups
Knowledge sharing and Networking
LIVE BUG TRACKINGSalesforce bug status
Workaround availabilityIssue resolution closed loop
How We Measure Success of Scaled Engagement
• % customers invited
• Open rates• Click through rates
% of customers:
• Attending webinars
• Viewing videos
• Participating in community
• Completing walkthroughs
• % increase usage metrics
• engaged vs unengaged
• specific time intervals
• Adoption curve
• CSAT / NPS
• Renewal
• Growth
REACH ENGAGE IMPACT