How Salesforce Built Success At Scale

Salesforce since 2003Founding member of Customer Success Program Built SMB Success Organization for North AmericaHelped launch Toronto office Developed global scaled engagement modelEnterprise Success Leader in PNW

Before SalesforceManagement Consulting, Systems Implementation

Personal Live in Portland, ORFamily man, athlete, oenophile

djmartin@salesforce.comwww.linkedin.com/in/djoelmartin

@joelmartin

•Administrator•Advanced Administrator•Developer•Sales Cloud Consultant•Service Cloud Consultant•Email Specialist

Built My Career in Customer Success

Salesforce - 17 Years Innovating Customer Success

2015

Customer  Success  Managers

Customers  For  Life

On-­‐BoardingProgram

Early  Warning  System

Scaled  Engagement  Model

SuccessCommunity

150k+Customers

3000+People

2M+Community  Members

>9CSat

ImitatedBy  many

SuccessJourneys

1999

The Building Blocks for a Scale Program

Data ContentSuccess

Measures

CustomerSuccess

FeedbackMechanism

Systems of Engagement

Knowing How to Help Takes Practice

Timing of Information Makes All The Difference

vs.

Multiple Ways to Determine When to Engage

Time  Based Product  Usage Customer  Feedback

EaseRelevance

Webinars

Knowledge Base Self Service

1:Many (Presentation with Q&A)

1:Few (Interactive Discussion)

Crowd Sourced

1:1(Interactive Discussion)

12,000 new customers per quarter

through on-boarding journey

Circles of Success

Success Community

Outreach or Accelerator

How We Scale Customer Engagements

Scale = Process + Data + Technology + People

Email Provides the Connective Tissue

Community Harnesses the Power of the People

PEER TO PEER SUCCESS100% Questions answered

98% answered by members90% Customer Satisfaction

CUSTOMER BASED INNOVATION2000+ community delivered ideas

2.4 million points delivered~100 ideas delivered each release

CUSTOMER SUPPORTOfficial documentation

Online trainingLogging a Case

EVENT COLLABORATIONEvent specific groups

Session records & presentationsPre and post event collaboration

CUSTOMER COLLABORATIONOfficial Salesforce-Led GroupsRegional and Industry Groups

Knowledge sharing and Networking

LIVE BUG TRACKINGSalesforce bug status

Workaround availabilityIssue resolution closed loop

Better Late Than Never … Built into the Product

How We Measure Success of Scaled Engagement

• % customers invited

• Open rates• Click through rates

% of customers:

• Attending webinars

• Viewing videos

• Participating in community

• Completing walkthroughs

• % increase usage metrics

• engaged vs unengaged

• specific time intervals

• Adoption curve

• CSAT / NPS

• Renewal

• Growth

REACH ENGAGE IMPACT

ü Build success into your productü Enlist IT support earlyü Agree on what success looks likeü Prioritize customer on-boardingü Identify the “right” person in sales processü Baseline your metrics ü Best Practices need to be managedü Don’t aim for perfection – test and learn