1. Welcome to CS Team
September 2016

2. Content Welcome to EventBank The world of SaaS
What is Customer Success?
Our missions
Team

3. Introduction of EventBank
History EventBank was founded by CEO Eric Schmidt and COO Olivia Ji in We now have offices in Silicon Valley, New York, Hong Kong and Beijing, and opening soon in Rochester, NY, Shanghai, China, and Holland.
Orientation EventBank is the first integrated event-to-revenue SaaS platform. We empower organizations to build, manage and transform communities with our software
Corporate Values
Our values guide everything we do, from developing a new feature to responding to your feedback.
Staffing We have 60 full time staff, including 22 in R&D.

4. Solution-Marketing Cloud
For enterprises with sales and marketing efforts that are driven by face to face engagement, this is the solution that eliminates challenges of running many events. Our technology helps manage and simplify the event cycle from the first planning session to the follow-up meetings that drive ROI.
Event Publishing Ticketing
Online Registration Online Payment
Onsite Check-in Fapiao Management
Target: Marketing department

5. Solution-Association Cloud
One platform seamlessly serves all the engagement needs of associations and chambers of commerce and their members. This all in one solution is integrated for managing members, events, communications, and community growth.
Membership CRM
Membership Types
Membership Analytics and Reports
Target: Non-profit Organization, Chamber of Commerce, Government

6. Who we work with

7. Definitions of specific words
Platform: eventbank.cn for companies based in China
eventbank.com for companies based internationally (out of China)
Account: Registration on EventBank platform. Get permission to use services on the platform.
CRM: Customer Relationship Management which is used to track lifecycle of contacts.
CRM contacts: Customer’s contact list
Events: Event creation, event promotion, online registration, ticket purchasing and onsite check-in.
Campaigns: Send marketing s to customers for promotion purpose.
EDM: Direct Marketing
Newsletter: Report or open letter giving news of interest to customers.
Blueprint: It’s a standardized template which have been setup in advance. It saves time and increases efficiency when event creation.

8. Definitions of specific words
Association: A formal organization of people or groups of people.
Memberships: Some clients, such as associations or non-profit organizations, adopt Membership Scheme. Our platform allows membership application, approval, renewal and management.
Team member: EventBank users who have been invited to use the platform.
Individual Member: Join the membership in an individual’s name.
Corporate Member: Join the membership in a corporate’s name.

9. Introduction of SaaS What is SaaS? SaaS = Software as a service
SaaS is a way of licensing and delivering applications over the Internet as a service. Instead of installing and maintaining software, you simply access it via the Internet, freeing yourself from complex software and hardware management. SaaS applications are sometimes called Web-based software, on-demand software, or hosted software.
What’s the advantage of SaaS?
Reduced time to benefit
Lower costs
Better access
Easy customization

10. Organizations in SaaS CRM: Finance Controlling: Office Automation:
Enterprise Resource Planning:
Help Desk:

11. Remember: No Customer Success , No Your Success !
The Definition of Customer Success
What is Customer Success?
“Customer Success" was originally generated in the SaaS industry.
Customer Success ≠ Customer Service?
The answer is absolutely YES! Customer success grows out of customer service, but its scope and breadth are much broader. 
Customer Service focuses on answering customer’s questions and troubleshooting their issues so as to keep them satisfied.
Customer Success is about to realize maximum value by increasing customer adoption, driving retention and mitigating churn.
Remember: No Customer Success , No Your Success !

12. Missions of Customer Success
Onboarding is a process that starts from the very first kick off call, to assist customers discovering every module on our platform, and receive value from it.
The process includes five stages, which are: (1) Kick-off Call, (2) Excel sheet to fill out, (3) EB account setup, (4) Training and (5) Go live.
Onboarding
Train the customer in the modules of EventBank. Depending on the customer, there might be several teams to rain on different features.
Training
Assist sales department in sales opportunity mining.
Up-selling is to push customer increase purchases of a product they already had, or to add value-added services to that product.
Cross-selling is to dig customer needs and sell product that are different.
Up-selling
Cross-selling

13. Missions of Customer Success
Customer demands sorting and management.
Source industry/competitor trends and set up marketing strategy
Draft product update EDM.
Marketing
Internally: Liaise between internal teams for smooth flow of the information. This includes between the Tech & Product team with BD. Also, ensure that the other EB Chapters (SH / HK / US) are on the same page with the product updates.
Externally: Proactively communicate with customers at all levels. Maintain a close relationship with customers, provide ongoing training and ensure prompt and effective resolution to preserve customer satisfaction and loyalty.
Communication

14. Working Files
Here are some important documents/Apps that we work with on a daily basis.
Bug List
Update all bugs that you found in bug list for tech team to follow up
Stories List
Update all issues that clients come up with in stories list
Training Log
Everytime when finish periodical/important communication with clients, such as kick off call and training, fill out training log for record.
Client List
Client list is to record information about signed clients, including name, responsible person, status, etc.

15. Office Software Zendesk Quip Skype Wechat QQ
Zendesk is a customer service platform which help us provide great support with self-service and proactive engagement. Everytime when clients send to people who get involved can view their questions and give feedbacks together on Zendesk (
Quip
Quip is a documents sharing platform. You can find everything useful on Quip.
Skype
Skype is the most frequent used communication tools. CS team has a group and we share news/docs here.
You can share your screen with clients when doing remote training.
Wechat
EventBank has a Wechat working group and all employees are in it. QQ
For some of Chinese local people, they prefer communications via QQ.

16. Teams COO CEO Olivia Ji/纪景姝 Eric L.Schmidt BD CS Tech Product Admin
International
Local
Platform
Web HR
Finance
Ivan
Chloe
Monica
Mitch
Iris

17. Thank you A