Customer Success Management Is Key To B2B CX Management · President, Customer Success, BMC Sanders...
Transcript of Customer Success Management Is Key To B2B CX Management · President, Customer Success, BMC Sanders...
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CX NYC 2018
TJ Keitt, Senior Analyst
Customer Success Management Is Key To B2B CX Management
Sponsored by Confirmit
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› Adobe › Google
› ADP › Hubspot
› BMC Software › IBM
› Box › Microsoft
› CA Technologies › Oracle
› Cisco › SAI Global
› Citrix › Salesforce
› DocuSign › Tableau Software
› General Electric › Zuora
Many companies embrace customer success
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“A four point improvement in Net Promoter Score
correlates to a 1% increase in shipping volume.”
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Source: Customer Collaboration Powers B2B Customer Experience
This is achieved through a value exchange
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You need consistency in value definition
Source: “Customer Success Management Is The Key To Outstanding B2B Customer Experiences” Forrester report
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Everyone here affects the customer experience
because you shape perceptions of value.
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Fortunately, we already have a framework
Measurement
Prioritization
Enablement
Research
Culture
Design
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› Constant interaction to foster understanding
› Needs analysis to prioritize improvements
› Frequent conversation to guide design decisions
› Coordination of experience delivery
› Innovative ways to measure the business impact
› Methods to tie customer success to employee success
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This is simply extending CS’s traditional roles
Source: “Customer Success Management Is The Key To Outstanding B2B Customer Experiences” Forrester report
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But you have to be willing to take an unknown path.
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“Talk to me again in a year, and I
imagine my organization will
have a different design.”
– Dayton Semerjian, General Manager, Global
Customer Success and Support, CA Technologies
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Our questions for today:
› What are the evolving models for customer success?
› How are customer success practitioners affecting CX?
› How are they proving customer success’s benefits?
› What are the economic models to sustain customer
success?
› What does customer success tell us about CX’s
evolution?
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Meet the panel
John D’Addario
Director of
Customer Success
Strategy, PTC
Greg Myers
Chief Customer
Officer, Americas &
EMEA, Vice
President, Customer
Success, BMC
Sanders Slavens
Executive VP,
Professional
Services, Customer
Success & Product
Support, IBM
Collaboration
Portfolio
Thank youTJ Keitt
+ 617.613.6403
@tjkeitt
For further reference
How To Build A Customer
Success Program
The Five Things You Need To
Effectively Deliver Customer
Success