1 / 14

Quarterly Business Review

Customer Success. Quarterly Business Review. Chris Stinson VP of Customer Success September 5, 2014. 1. attendees. 2. review objectives. 3. completed, outstanding, & new items. 4. metrics. 5. Overall health. agenda. 6. User health. 7. onboarding. 8. Support tickets. 9. NPS.

quentin-good
Download Presentation

Quarterly Business Review

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Customer Success Quarterly Business Review Chris Stinson VP of Customer Success September 5, 2014

  2. 1. attendees 2. review objectives 3. completed, outstanding, & new items 4. metrics 5. Overall health agenda 6. User health 7. onboarding 8. Support tickets 9. NPS 10. product roadmap 11. 90-day plan

  3. attendees James Cameron, VP of Marketing, Buzzly Chris Carleton, Director of Marketing, Buzzly Cari Richards, Chief Customer Officer, Monastic Software Tip Be sure to include an executive from your customer. And likewise bring an executive from your side as well Jeff Mona, Senior Account Manager, Monastic Software

  4. review OBJECTIVES Strategic: Augment outbound marketing effort with an inbound strategy to increase marketing’s contribution to revenue. GOALS: Ramp inbound team, deploy campaign infrastructure, launch first campaign in Q3. Metrics: 250 Leads in Q3 resulting in 50 Sales Qualified Leads (SQLs). Tip Refresh the customer’s objectives at each QBR. Their goals will change over time. risks: Starting from scratch. Failure to ramp according to plan may derail the effort.

  5. Completed, outstanding, & new items completed from last qbr outstanding items New items Integrated Google Analytics Retargeting creative finalized UTM tracking deployed Automated email follow-up workflow SEO review of new web pages (raised in last call) Additional items

  6. metrics Sales Qualified Leads Q3 2014 Goal 42 37 Deploy & Onboard 35 30 25 23 Tip It’s very important to clearly state (and track) that you understand your customer’s ultimate goals. Their success is your success. Jan Feb Mar Apr May Jun

  7. review overall health Health vs. Activity Health & Activity Scores Health Notes All power users are in good health. All key contacts are in good health. activity 42 60 Only 7 of 11 seats are highly active. Poor background signals are hurting account health. health activity Overall seat health is normal. Tip This slide essentially delivers the executive summary. Earmark plenty of time because it should trigger a number of conversations. health Health is good but activity is relatively low 50+ is a good Health Score. 33 and below is a low activity score.

  8. utilization & user health 80% of seats are active, 75% of those are healthy seat activity name title last active events John Rode Marketing Director 51 mins ago 1,319 Meredith Birchfield Campaign Manager 7 weeks ago 108 Christopher Gooley Marketing Data Analyst May 29 90 Cory Watilo Sr. Manager, Customer Marketing Apr 23 76 Sarah Smith VP, Sales June 13 68 June Day Public Relations Manager Aug 30 54 Tip When reviewing usage with your customer, be sure to remove old employees and non-users to keep your metrics fresh. Jack Green Jr. Marketing Director Nov 1 42 Karen Loveday Consumer Services Manager Jan 17 39 David Jones Executive Marketing Director Feb 2 23

  9. 7 Critical On-boarding Steps Event Adoption Who’s done it Who hasn’t done it COMPLETED PROFILe 7 people 4 people your Onboarding progress Uploaded CONTACTS 11 people 0 people Customized dashboard 4 people 7 people Created alerts 8 people 3 people Linked twitter account 0 people 11 people Tip Poor onboarding is a leading cause of churn. Be sure to review onboarding steps thoroughly with customers. Sent first campaign 4 people 7 people

  10. YOUR TICKET REQUESTS REFLECT YOUR HIGH USAGE LEVELs Tickets 20 total 3 sla & bugs 8 education 9 routine Tip Engaged users explore your app and issue tickets as they do. Let customers know high ticket count can be a good thing.

  11. 3 of your users are big promoters 9 Martin Jones is a detractor Samantha Smith is a promoter 10 Nps 9 9 Chris Means is a promoter 5 Adam Young is a passive Tip While NPS is not predictive of churn, it is a great tool to measure customer loyalty. NPS scores are most powerful when tracked over time. May White is a passive 4

  12. roadmap q3 q1 q2 Advanced Lead Scoring outbound Sender Scores Creative Commons Web Analytics Integration analytics Social Signals V1 Tip It’s notoriously difficult to get product teams to publish a roadmap. But customers love it. Just be sure totell them it will change over time. Dashboards Data management Data Export

  13. 30 days Joint Call: Map email flow Itemize web page inventory 90-day plan 60 days Deploy email flow Write/deploy meta tags Tip Recast what has been discussed so customers know you’re on the ball. Go ahead and type it in live while you’re in the meeting. 90 days New reporting requirements

  14. protect & grow customer revenue

More Related