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QUARTERLY BUSINESS REVIEW Chris Stinson VP of Customer Success September 5, 2014 CUSTOMER SUCCESS.

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Presentation on theme: "QUARTERLY BUSINESS REVIEW Chris Stinson VP of Customer Success September 5, 2014 CUSTOMER SUCCESS."— Presentation transcript:

1 QUARTERLY BUSINESS REVIEW Chris Stinson VP of Customer Success September 5, 2014 CUSTOMER SUCCESS

2 AGENDA 1. ATTENDEES 2. REVIEW OBJECTIVES 3. COMPLETED, OUTSTANDING, & NEW ITEMS 4. METRICS 5. OVERALL HEALTH 6. USER HEALTH 7. ONBOARDING 8. SUPPORT TICKETS 9. NPS 10. PRODUCT ROADMAP DAY PLAN

3 ATTENDEES Jeff Mona, Senior Account Manager, Monastic Software 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

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

5 COMPLETED, OUTSTANDING, & NEW ITEMS OUTSTANDING ITEMS NEWITEMS Integrated Google Analytics Retargeting creative finalized UTM tracking deployed Automated follow-up workflow SEO review of new web pages (raised in last call) Additional items COMPLETED FROM LAST QBR

6 METRICS Jan Sales Qualified Leads Q Goal FebMarAprMayJun Tip It’s very important to clearly state (and track) that you understand your customer’s ultimate goals. Their success is your success. Deploy & Onboard

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

8 UTILIZATION & USER HEALTH SEAT ACTIVITY John RodeMarketing Director51 mins ago1,319 Meredith BirchfieldCampaign Manager7 weeks ago108 Christopher GooleyMarketing Data AnalystMay 2990 Cory WatiloSr. Manager, Customer MarketingApr 2376 Sarah SmithVP, SalesJune 1368 June DayPublic Relations ManagerAug 3054 Jack GreenJr. Marketing DirectorNov 142 Karen LovedayConsumer Services ManagerJan 1739 David JonesExecutive Marketing DirectorFeb % of seats are active, 75% of those are healthy NAMETITLELAST ACTIVEEVENTS Tip When reviewing usage with your customer, be sure to remove old employees and non-users to keep your metrics fresh.

9 YOURONBOARDINGPROGRESS 7 Critical On-boarding Steps EVENTADOPTION WHO’S DONE IT WHO HASN’T DONE IT COMPLETED PROFILE 7 PEOPLE 4 PEOPLE UPLOADED CONTACTS 11 PEOPLE 0 PEOPLE CUSTOMIZED DASHBOARD 4 PEOPLE 7 PEOPLE CREATED ALERTS 3 PEOPLE LINKED TWITTER ACCOUNT 11 PEOPLE SENT FIRST CAMPAIGN 4 PEOPLE 7 PEOPLE Tip Poor onboarding is a leading cause of churn. Be sure to review onboarding steps thoroughly with customers. 8 PEOPLE 0 PEOPLE

10 YOUR TICKET REQUESTS REFLECT YOUR HIGH USAGE LEVELS TICKETS 20 TOTAL 9 ROUTINE 8 EDUCATION 3 SLA & BUGS 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 Martin Jones is a detractor 9 Samantha Smith is a promoter 10 Chris Means is a promoter 9 Adam Young is a passive 5 May White is a passive 4 NPS 9 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.

12 ROADMAP OUTBOUND ANALYTICS DATA MANAGEMENT Q3Q1 Q2 Advanced Lead Scoring Sender ScoresCreative Commons Web Analytics Integration Social Signals V1 Dashboards Data Export Tip It’s notoriously difficult to get product teams to publish a roadmap. But customers love it. Just be sure to tell them it will change over time.

13 90-DAYPLAN 30DAYS 60DAYS 90DAYS Joint Call: Map flow Itemize web page inventory Deploy flow Write/deploy meta tags New reporting requirements 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.

14 PROTECT & GROW CUSTOMER REVENUE


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