Using product insight to drive the ROI of Customer Success
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17-Oct-2014 -
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Transcript of Using product insight to drive the ROI of Customer Success
Produced by Customer Success Summit 2014
Customer Success Summit 2014
Using Product Insight to Drive the ROI of Customer Success Brian Norusis e-Builder VP – Customer Success [email protected]
Produced by Customer Success Summit 2014
About Me…
Brian Norusis Vice President - Customer Success e-Builder Implementation, Customer Support, Customer Success, and Managed Services
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www.linkedin.com/in/ bnorusis/
h4p://www.so7ware-‐adop:on.com/
Produced by Customer Success Summit 2014 3
Who is e-Builder?
• Leading provider of CPMS for owners for 19 years
– Over 250 owner clients and 35,000 + users
• 100+ employees in Planta<on, FL
• 100% Owner Focus – Government
– Educa:on K-‐12
– Healthcare
– Higher Educa:on
Produced by Customer Success Summit 2014 6
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Geo Tech Consultant"
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Glass & Glazing"
Drywall"Flagpoles"
Fire Protection"
Finish Carpentry"
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Curtains & Blinds" Counter
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Building Specialties"
Paving"Roofing"
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Acoustical Tile"R. O.
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Produced by Customer Success Summit 2014
PLAY #1: Results Based Marketing
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Campaign Begins
Email Name Sent Delivered % Delivered Opened % Opened Clicked % Clicked 2014 - 2 Chicago - Client Summit.Email 1 - Invitation 1 - Save the Date 175 141 80.6% 51 36.2% 11 7.8% 2014 - 2 Chicago - Client Summit.Email 2 - Invitation 2 167 133 79.6% 24 18.0% 1 0.8% 2014 - 2 Chicago - Client Summit.Email 3 - Invitation 3 166 133 80.1% 33 24.8% 6 4.5% 2014 - 2 Chicago - Client Summit.Email 4 - Invitation 4 164 131 79.9% 26 19.8% 2 1.5% Maintenance Release - February 2014.Maintenance Release - Feb 2014 399 395 99.0% 160 40.5% 71 18.0% Q1 2014 Release.Q1 2014 - Email 1 402 397 98.8% 144 36.3% 47 11.8% Storage Upgrade Announcement.Storage Upgrade Feb 2014 398 394 99.0% 152 38.6% 0 0.0%
Produced by Customer Success Summit 2014
PLAY #2: Driving Development Prioritization Based on Customer Impact
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Produced by Customer Success Summit 2014
PLAY #3: Activity Based Content Delivery
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User and Account Data Sent to Create Contact Record
Contact ID and Account ID
User Ac:vity w/SF Acct & User ID
Totango Insights
Campaigns Executed based on Insights and Customer Data Segmenta:on
Campaign Content Delivery