How Investing in Customer Success Drove our MSP Growth
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Transcript of How Investing in Customer Success Drove our MSP Growth
Goals For Today’s Webinar
! What is Customer Success ! Why is it Important ! How we implemented the program ! What benefits does it bring ! What type of person for the role ! What tools you can use to monitor
www.brightgauge.com
Eric Dosal Co-Founder, CEO
Priority #2: Customer Retention
www.brightgauge.com
$100,000
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$525,000
2% Churn 1% Churn .5% Churn -1% Churn
Customer Success Process
! Onboarding Planning (As Necessary) ! New Client Assessment & Roadmap (90-120 days) ! Semi-Annual Business Reviews (Every 6 Months) ! Upcoming Renewals (180 & 90 days out)
www.brightgauge.com
Customer Success Process
! Onboarding Planning (As Necessary) ! New Client Assessment & Roadmap (90-120 days) ! Semi-Annual Business Reviews (Every 6 Months) ! Upcoming Renewals (180 & 90 days out)
www.brightgauge.com
Onsite Customer Breakfast (every 120 days)
! Prescheduled in advanced ! Confirmed with 24 hours before ! Must include food (bagels or donuts) ! Must be in the morning ! Must review currently open tickets & bring the list
www.brightgauge.com
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Customer Success Indicators
! Client Satisfaction ! Service Level Agreement (Response & Resolution) ! Tickets Waiting on Client 3+ Days ! Past Due Tickets ! Tickets with 2+ Hours ! Stale Tickets that haven’t been updated ! Low support volume
www.brightgauge.com
Focused on the Right Things
www.brightgauge.com
! Initially focused on Time to Value (On Boarding)
! Over communication about Transition (0-3 months)
! Identifying Areas of Improvement (4-6 months)
! Helping Scope & Close Opportunities (7-12 months)
! Oversee Projects & Implementations (13-24 months)
! Account Management & Churn Prevention (25-36 months)
Client Reporting Best Practices
www.brightgauge.com
To RSVP please visit: http://info.brightgauge.com/client-reporting-webinar
New CSAT Integration with Nex.to
www.brightgauge.com
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To learn more email [email protected] or check out https://nex.to/tools/csat/
Nex.to CSAT Tool
www.brightgauge.com
To learn more email [email protected] or check out https://nex.to/tools/csat/
Nex.to CSAT Tool
www.brightgauge.com
To learn more email [email protected] or check out https://nex.to/tools/csat/