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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