How To Align Your Company Around Customer Success
22
How to Align Your Company Around Customer Success Sept 17 2014 Roundtable Panel
description
Creating a Customer Success-Focused Enterprise While Customer Success Management may be defined as a specific department inside an organization – or even a functional role – Customer Success requires significant inter-departmental alignment. This unique roundtable webinar brings together Executives from Sales, Marketing, Product, and Customer Success to share exactly how you should go about aligning an organization around Customer Success. Specifically, we’ll cover: Defining success for your customers Understanding how Customer Success aligns with your company’s strategic direction Clearly defining each department’s role in both of those The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
Transcript of How To Align Your Company Around Customer Success
How to Align Your Company
Around Customer Success
Sept 17
2014
Roundtable Panel
Housekeeping
• Q&A panel on your right • Recording for colleagues who can’t make it• All attendees will receive slides• Twitter hashtag #customersuccess
B2B organizations with tightly aligned operations achieved 24% faster three-year revenue growth, and 27% faster three-year profit growth
Your Panelists
Anthony KennadaVP of Marketing
Puja RamaniDirector of Product
Kelly DeHartSr. CSM
1. Why should we align around the customer?
It’s How We’ll Survive
Source: October 10, 2013, “Competitive Strategy In The Age Of The Customer” Forrester report
1900 1960 1990 2010
Age of Manufacturing
Mass manufacturing makes industrial powerhouses successful
Age of Distribution
Global connections and transportation systems make distribution key
Age of Information
Connected PCs and supply chains mean those that control information flow dominate
Age of the Customer
Empowered buyers demand a new level of customer obsession
Beyond
• Ford• Boeing• GE• RCA
• Wal-Mart• Toyota• P&G• UPS
• Amazon• Google• Comcast• Capital One
• Macy’s• Salesforce.com• USAA• Amazon
2. What’s standing in the way of organizational alignment?
76% of US employees work at least part of the time on the go
58% employees spend over an hour a day looking for information and 38% of time is lost duplicating work
3. Who should be the quarterback?
4. What role does the rest of the team play?
Turn Support Delight Into New Revenue
Drag picture to placeholder or click icon to add
5. Why does this matter now?
Q&A
You can still make an impact on renewals this year.
Contact your Account Executive or [email protected] for September specials.
Thank You!
![Industry Issues and wellness. ... Bill, your organization, Rite Aid, is doing some great things [around wellness]. What is your defi nition, and how do we align around a defi nition](https://static.fdocuments.us/doc/165x107/5b2f745e7f8b9a594c8e4bc9/industry-issues-and-wellness-bill-your-organization-rite-aid-is-doing-some.jpg)
