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Sales Wins Games Customer Success Wins Championships By: Jamie Wang Director, Customer Success Consultants and Support at Wiser

SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

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Page 1: 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

Page 2: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

There Is No Perfect Bracket

Page 3: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

CS Gameplan

Transitioning Defense Into Offense

Page 4: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

CS Gameplan

Transitioning Defense Into Offense

1. Defend Your Revenue

Page 5: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

CS Gameplan

Transitioning Defense Into Offense

1. Defend Your Revenue

2. Increase Engagement

Page 6: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

CS Gameplan

Transitioning Defense Into Offense

1. Defend Your Revenue

2. Increase Engagement

3. Upgrades

Page 7: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

CS Gameplan

Transitioning Defense Into Offense

1. Defend Your Revenue

2. Increase Engagement

3. Upgrades

4. Success Stories

Page 8: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

CS Gameplan

Transitioning Defense Into Offense

1. Defend Your Revenue

2. Increase Engagement

3. Upgrades

4. Success Stories

5. Referrals

Page 9: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

Implementing

Customer Success

Without a Customer

Success Team

Page 10: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

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.

Page 11: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

Humans are expensive

Does it require a human to do that?

Page 12: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

Define and Track Health

Humans are expensive

Page 13: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

Automate emails based on usage and triggers.

Automate your CRM. Get reminders.

Humans are expensive

Page 14: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

Show off! Send success reports.

Quantify how much you’re helping.

Humans are expensive

Page 15: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS
Page 16: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS
Page 17: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

Customers are your first CSM’s

Humans are expensive

Page 18: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

Customers are your first CSM’s

Support documentation

Humans are expensive

Page 19: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

Customers are your first CSM’s

Support documentation

Best Practices by use case.

Humans are expensive

Page 20: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

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?

Page 21: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

Never Give Up

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

Page 22: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

Never Give Up

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

65%

Page 23: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

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

Page 24: SALES WINS GAMES, CUSTOMER SUCCESS WINS CHAMPIONSHIPS

linkedin.com/in/jmjwang

[email protected]

@JamieWang

Let’s talk Customer Success!