Evolving Enterprise 2022 - Scaling Customer Success

TL;DR

The discussion focuses on the importance of customer success in driving revenue growth, the relationship between customer success and sales, and the collaboration between customer success and product teams.

Transcript

awesome welcome hi all i'm bailey dickey i lead networks here at ggb and i'm excited to welcome you to our sixth annual evolving enterprise um this year we hosted a series of master classes on different top of mind topics for ceos and functional leaders this is lucky number seven the final in the series if you haven't been able to attend any of the... Read More

Key Insights

• 🚚 Customer success should focus on delivering successful outcomes and monitoring customer sentiment.
• 🪛 Collaborative efforts between customer success, sales, and product are crucial for driving customer success.
• ❤️‍🩹 Change management and value proposition training are essential for selling the value of the product to end users.
• 🏁 Regular check-ins with customers and ongoing communication facilitate a customer-centric culture and drive customer success.
• 👣 Metrics such as customer sentiment, product usage, and operational efficiency should be tracked and used to guide customer success initiatives.
• 😤 Building strong relationships between customer success and product teams and capturing customer feedback are critical for product enhancements.
• ❤️‍🩹 Proper change management and effective onboarding processes facilitate successful adoption of the product by end users.

Questions & Answers

Q: How did you build your customer success teams and what were the key priorities during the scaling process?

Emmanuel focused on adding teams for customer success operations, enablement, and experience, as well as building a comprehensive customer journey framework. Schweitzer doubled the size of the customer success team, implemented a follow-the-sun support model, and introduced an education function to ramp up customer onboarding and reduce time to value.

Q: How do you collaborate with sales to drive customer success and upsells?

Both Emmanuel and Schweitzer emphasize the importance of aligning sales and customer success to ensure the right customers are being targeted for expansion. They use a red light, green light, yellow light framework to identify potential upsell opportunities, prioritize value-based conversations, and foster collaboration between the two teams.

Q: How do you interface with product teams to drive customer success?

Emmanuel and Schweitzer highlight the significance of customer success's close collaboration with product teams. They emphasize the need for clear customer outcomes, collecting and analyzing customer usage data, and providing feedback to product teams. This partnership ensures that the product meets customer needs and drives successful outcomes.

Q: How do you sell the value of the product to end users and address change management challenges?

Emmanuel suggests incorporating value proposition training during onboarding to demonstrate the product's benefits to end users. Schweitzer emphasizes the importance of change management planning, offering dedicated change management courses, and working closely with customers to ensure smooth transition post-purchase.

Summary & Key Takeaways

• Emmanuel and Schweitzer discuss their experiences scaling customer success teams and the challenges they faced in transitioning from reactive to proactive customer success.

• They emphasize the importance of aligning customer success goals with sales and product teams to drive customer outcomes and retention.

• The speakers highlight the need for effective change management and building strong relationships with end users to ensure successful adoption of the product.