Post on 14-Sep-2014
description
How to fit Customer Success in Your SaaS
Stack
Mark Organ, Influitive Travis Huch, Zuora Jim Hickey, Marketo
Mark OrganInfluitive
Influitive, the advocate marketing experts, helps B2B marketers
capture the enthusiasm of their customers, partners and fans, and
turn that into a powerful force for igniting business growth. By
mobilizing product and company evangelists, marketing and sales
teams exponentially increase their marketing reach and revenue
potential, while offering a superior buyer experience.
CEO, Influitive
Leveraging Customer Success with Advocates
The Customer Success function is critical to a company’s early success.
Customer Success
Customer Strategy Founder/CEO
Customer Success is underfunded.
The link between Customer Success success and new logo growth is an advocate program.
Tap the full potential of advocate passion!
Advocacy is also a key success metric for customer health.
Leveraging Customer Success with Advocates
Thank you.
Travis Huch Zuora
VP Marketing In his current role Travis leverages his work with Zuora’s customers to share knowledge that drives repeatable success in creating and growing recurring revenue streams. After 20 years in sales (5 ½ with Zuora) he has moved over to marketing to help leverage Zuora’s content to drive demand.
#CloudStack
We work with many fast growing companies. They all seem to be selecting a business stack of applications that are all best of breed and work together well. The concept of customer success is something new companies inherently understand, so success is always an integral part of the stack.
What you get when things work together
Framework for Success• Break down areas of value • Build a shared vocabulary • Quantify business
outcomes for customers • Education becomes part of
the content strategy
Director, Customer Success• Customer Success Operations• 15+ years –Account Management, Success & Pro Svcs• 5 years at Marketo • Love Russian River IPA• Die hard New York Jets Fan!
Jim HickeyMarketo
MARKETING SOFTWARE.Easy. Powerful. Complete.
Leader in cloud-based marketing software>3,000 customers in 36 countries>190 ecosystem partners>40,000 Marketing Nation community members>500 employees in U.S., Europe, Australia, Israel
Marketo Fast Facts
(MKTO)
3,000+ Successful Deployments+ Successful Deployments
Office Hours
ConsultingEducation Q & A
Setup and Integration / Onsite
Learn the basics
Getting Started w/ Marketo Training:
Quick Wins and Basics
Week 1Configure Marketo
Kickoff Call
TodayPractice and build
Foundation Build Workshop Live
Classroom
Week 2-3Apply best practices
1:1 Consulting with Enablement Manager
Weeks 3-12
Support
Support
Note: Launch Pack covers first three months after your subscription starts
Customer Success OperationsCustomer Success
Operations
SupportProfessional Services
EducationAccount Management
• Systems• Process• Tools
• Promote visibility across business lines• Alignment of processes and tools• Empower & train workforce
Islands of Excellence• CRM • Professional Service Automation• Service Cloud• Learning Management System• Renewal Management• Gainsight• Marketo• Accounting
Too Many Cooks
Bridging the Islands of Excellence• Visibility & Relevancy
• Usage/Adoption• Roles• Goals/Value
• Scorecards• Metric alignment• Manual/Automated
• Tasks/Playbooks• Customer Marketing• CAM Team Performance
Customer Operational Cockpit
Q & A