Bootstrapping a Customer Success Program
-
Upload
totango -
Category
Technology
-
view
194 -
download
0
Transcript of Bootstrapping a Customer Success Program
![Page 1: Bootstrapping a Customer Success Program](https://reader034.fdocuments.us/reader034/viewer/2022042723/5872e9291a28abfa548b6a91/html5/thumbnails/1.jpg)
Bootstrapping a Customer Success Program
![Page 2: Bootstrapping a Customer Success Program](https://reader034.fdocuments.us/reader034/viewer/2022042723/5872e9291a28abfa548b6a91/html5/thumbnails/2.jpg)
About Me• GM, Incapsula @ Imperva• Co founder of Incapsula (2009), acquired by Imperva (2013)• A techie that stopped writing code 13 years ago• Main areas of focus: Security, SaaS, Infrastructure
• Incapsula is a cloud service that protects and accelerates website and online infrastructure
• Servicing hundreds of thousands of direct customer websites and millions via service providers
About Incapsula
![Page 3: Bootstrapping a Customer Success Program](https://reader034.fdocuments.us/reader034/viewer/2022042723/5872e9291a28abfa548b6a91/html5/thumbnails/3.jpg)
Incapsula – Our Business
• Subscription based service• Monthly, annual and multi year contracts
• We have a very broad range of customers• Free to multi million $ ACV• Zero touch sales, inside sales, field sales
• We sell direct and through channels• VARs – low velocity sales• Hosting Providers, Telcos – high velocity sales
• We did not know this when we started…
![Page 4: Bootstrapping a Customer Success Program](https://reader034.fdocuments.us/reader034/viewer/2022042723/5872e9291a28abfa548b6a91/html5/thumbnails/4.jpg)
Our Early on Customer Success Objectives
![Page 5: Bootstrapping a Customer Success Program](https://reader034.fdocuments.us/reader034/viewer/2022042723/5872e9291a28abfa548b6a91/html5/thumbnails/5.jpg)
MassMoney
#1 - Managing Success Across a Broad Range
![Page 6: Bootstrapping a Customer Success Program](https://reader034.fdocuments.us/reader034/viewer/2022042723/5872e9291a28abfa548b6a91/html5/thumbnails/6.jpg)
Design forZero Touch
Build-‐inKPI
Monitoring
#2 - Fully Automate the Customer Success Program
Scale withHigh Touch
![Page 7: Bootstrapping a Customer Success Program](https://reader034.fdocuments.us/reader034/viewer/2022042723/5872e9291a28abfa548b6a91/html5/thumbnails/7.jpg)
#3 - Enable Customer Success For our Partners
• Partners that do not share our CRM or Marketing Automation Platform
• They want their brand tied in to the products they sell
• They don’t have any resources to build tools
• They are not experts at the customer success elements of our business
![Page 8: Bootstrapping a Customer Success Program](https://reader034.fdocuments.us/reader034/viewer/2022042723/5872e9291a28abfa548b6a91/html5/thumbnails/8.jpg)
Hybrid Approach
API
Constant data syncfrom app to Marketo
Marketo customer scoring and nurturing
Sales team feed via Marketo to SFDC
Upsell and crosssell campaigns
Business Tools
App funnel trackingand messaging
End of trial (push to close) messaging
POC summaryreporting
Partner customization options
In App Tools
![Page 9: Bootstrapping a Customer Success Program](https://reader034.fdocuments.us/reader034/viewer/2022042723/5872e9291a28abfa548b6a91/html5/thumbnails/9.jpg)
Results
• Increased sales and conversion through partners
• Significantly assisted in partner recruitment
• Tools designed for zero-touch helped scale with high-touch
![Page 10: Bootstrapping a Customer Success Program](https://reader034.fdocuments.us/reader034/viewer/2022042723/5872e9291a28abfa548b6a91/html5/thumbnails/10.jpg)
Q&A