Guide To Customer Success Powerpoint Presentation Slides

Slide 1: Guide to Customer Success Your Company Name
Slide 2: 2 Purpose of guide to customer success To become a truly customer-centric organization, managers should always use a playbook to walk new team members through customer success practices from start to finish 01 Our playbook covers a series of practices that are meant to be executed by customer-facing team members to achieve a desired outcome 02
Slide 3: 3 Table of contents Guide to customer success Why customer success is the new measure of business success 01 Why every business needs Customer success 02 03 How do we ensure effective customer success management Our key resources Customer success department org chart Defining major roles and responsibilities of customer success team One customer data platform to meet all needs Training and development programs Product training outline and outcomes Customer success training workshop for support team Addressing our customer success Lifecycle stages Customer success operations Customer success framework Customer success approach 30 60 90 days plan Customer segmentation Business case and nature of relationship Mapping customer success vision through journey map Customer onboarding Customer onboarding plan for first 30 days Customer engagement Triggers for effective customer communication Signaling system to make team more efficient Channels for reaching out to customers Customer renewal Customer renewal management process 04 05 Customer success KPI dashboard Customer satisfaction score Customer effort score Succession planning grid Customer success performance tracking
Slide 4: 4 Table of contents for guide to customer success 01 Why customer success is the new measure of business success 02 Why every business needs customer success
Slide 5: Key Takeaways Companies implementing customer success strategies are seeing higher net retention rate up to 112% (dedicated customer success) Add text here Net retention (in%) Influence of customer success on net retention Why customer success is the new measure of business success 5 The following slide depicts statistical data about customer success, which is now measured as one of the factors contributing to business success. Stats covered are of business value, customer centric approach etc. Of the companies are collaborating with customers to create new business value 67% Of the companies claim to have a strong customer-centric approach 11% Add text here Add text here 21% This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “edit data”. Quarter measurement was recorded
Slide 6: Lower down or Manage churn 02 Add Text here 04 Increase the contract value of existing customers 01 Enhance the customer experience And satisfaction 03 05 Add Text here Why every business needs customer success 6 Purpose of this slide is to inform new members about the business requirements for customer success. Requirements covered in the slide are related to contract value, churn rate, customer experience and satisfaction. Following are the major requirements of businesses for customer success This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 7: 7 Table of contents for guide to customer success 03 How do we ensure effective customer success management Our key resources Customer success department org chart Defining major roles and responsibilities of customer success team One customer data platform to meet all needs
Slide 8: Customer success department org chart 8 Mentioned slide highlights the company’s organizational chart. It includes information about the various levels associated with the customer success department. Name – jams carry Designation– customer Success manager(s) Name – Terisa Louis Designation – account Development manager(s) Name – janifer gilbert Designation– customer Success manager(s) Name – Emma Weston Designation – account Development manager(s) Name – James Pattinson Designation– customer operations coordinator Name – Benjamin John Designation– Renewals manager Name – Olivia Weston Designation– customer engagement manager Name – Ronit Pattinson Designation – onboarding team manager Name – Jenny Carry Designation – customer operations director Name – Nick John Designation – director of customer success Name – Alex Gilbert Designation – VP customer success This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 9: Defining major roles and responsibilities of customer success team 9 This slide provides information about the major roles and responsibilities of various roles that are responsible for customer success. Roles covered in the slide are customer support representative, specialist, analyst and manager, This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Respond to customers using various support channels such as email, live chat etc. Add text here Collaborate with other teams to resolve high-end customer issues Add text here Collecting and analyzing data for business insights as well as decision making Add text here Responsible for hiring and training new employee Add text here Job Description Position Customer service representative Customer service specialist Customer service analyst Customer service manager
Slide 10: Customer Success Team Data Sources Feed Extract Unified Customer Data CDP Ecommerce website Point of sale Customer complaints and feedback Mobile application Add text here Customer service representative Customer Service specialist Customer Service analyst Customer Service manager Add text here Add text here One customer data platform to meet all needs 10 Following slide depicts the company's customer data platform, which is designed to meet the data needs of customer success team. Data sources covered in the diagram are website, POS, customer feedback etc. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 11: 11 Table of contents for guide to customer success 03 How do we ensure effective customer success management Training and development programs Product training outline and outcomes Customer success training workshop for support team
Slide 12: Product training outline and outcomes 12 Purpose of this slide is to address information about the product training outline designed specifically for the customer success team. It also contains information on the training's outcomes. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. To enhance skill set of customer success team members in Customer profiling Business relationship Cross – selling Add text here Add text here Course Objectives Communication strategies and pre-call preparation procedures for an effective sales interview Relationship criteria matrix for measuring customer accounts Add text here Training Outcomes The course will assist the attendees in developing long-term relationships with valuable customers and influencers Add text here Add text here About The Course
Slide 13: Customer success training workshop for support team 13 Mentioned slide showcases training workshop schedule for customer success. Sections covered in the table are time, workshop activity, description and comments. Workshop Activity Description Comments Time This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 14: 14 Table of contents for guide to customer success 04 Addressing our customer success lifecycle stages Customer success operations Customer success framework Customer success approach 30 60 90 days plan
Slide 15: Addressing our four stage customer success framework 15 This slide highlights company’s customer success framework. It includes stages namely onboarding, adoption, optimize and expand, beyond one year. Onboarding 01 Adoption 02 Optimize and Expand 03 Beyond Year One 04 Define success Assist in plan development Provide recommendations Track progress and performance Validate performance Add text here Ensure that the solution is aligned with the customer success goals Add text here Customer Success Perform system configuration tasks Streamline system adoption process using specific tools Develop improvement plan Conduct training to drive adoption Conduct skills development workshops Add text here Provide support for renewed business goals Add text here Assurance Services Lifecycle Stages This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 16: Addressing our customer success approach 16 Following slide showcases customer success approach of the company and its competitors. It also displays that company’s approach is focusing more on customer lifecycle instead of project lifecycle. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Focuses on customer lifecycle Services Team Sales Team Customer ^ Customer Success team Customer Our Customer Success Approach Focuses on project lifecycle Projects Customer Sales Team Customer ^ Services Team Our Competitors’ Approach
Slide 17: 30 60 90 days plan for customer success 17 Purpose of this slide is to address the details about company’s 30 60 90 days plan for customer success. Major elements covered in the plan are listen and understand, analyze, plan and execute. Select a platform for customer success Budget approval Allocate resources Communicate goals Monitor and refine the process Map out customer journey Add text here Add text here Execute First 90 days Evaluate customer sentiment and segment them accordingly Develop a customer success strategy Define performance kpis Create an expansion plan Add text here Add text here Plan First 60 days Analyze Extract data from repository Understand recurring revenue Analyze last 100 days churn Add text here Meet the stakeholders Understand the product and existing procedures Connect with potential leads Add text here Listen and Understand First 30 days This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 18: 18 Table of contents for guide to customer success 04 Addressing our customer success lifecycle stages Customer segmentation Business case and nature of relationship Mapping customer success vision through journey map
Slide 19: Customer segmentation based on business type and size 19 Mentioned slide shows information about the company’s customer segmentation process. It shows that leads will be segmented in two phases based on business type, size, annual revenues etc. Annual revenues Number of employees Phase 2 Price Focused Company 1 250 $Xxx Quality & Brand Focused Company 4 500 $Xxx Service Focused Company 3 1200 $Xxx Partnership Focused Company 2 900 $Xxx Key Takeaway Company will segment the leads in two phases In phase 1, leads will be segmented based on business domain and employee size In phase 2, segmented leads from phase 1 will be further segmented into four segments to create effective customer profiling Phase 1 Firm Type It Finserv Healthcare Other Firm Size(employees) 1,001 – 5,000 201 - 500 5,001 + <50 51 - 200 501 - 1,000 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “edit data”.
Slide 20: Core Problem Areas Product development time is 5 days longer than industry norms Late product delivery results in both customer and revenue losses Add text here Add text here Add text here Goals Reduce product development time by utilizing agile software and techniques Identification and selection of the best vendor for the job Add text here Add text here Nature of Relationship High-touch relationships (A dedicated customer success manager is required) Low-touch relationships (requires a customer support executive on frequent basis) Add text here Add text here Customer name – ABC corporation Business domain – IT Headquarter – houston, USA Addressing the business case and nature of relationship 20 This slide illustrates details about potential customer’s business case and its nature of relationship with the company. It also includes information about lead name, its business domain, headquarter, problem areas and business goals. This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 21: Sale Complete Kickoff Complete Onboarding Complete First Value Milestone Initial Adoption Complete Use cases and users Business Outcome Achieved Use Case Adoption Complete Renewal Completed Renewal Review N-90 days Net promoter score(nps)/customer effort score(ces) Time-to-first-value Time-to-use case adoption Customer health score(product adoption, support, outcome delivery) Use case expansion(cycle time, success rats, reasons) Customer advocacy (Case studies, reference, advisory board) Renewal planning Renewal execution Customer success management (Health score evaluation, use case maturity model) Deepen use case adoption (New use case adoption, add text here) Scale usage Users, features etc. Lead additional use case(s) adoption (Value proposition, add text here) Basic Adoption Service as action (SA) activities Customer Success plan Add Text Here Account Plan Ongoing maintenance Adoption segmentation Customer change management (Add text here, add text here, add text here) Growth service attach (Add text here) Migration Add text here Beyond Year One Optimize & Expand Adoption Implementation Onboarding Sales Metrics Activities Phase Milestone Mapping customer success vision through journey map 21 Following slide portrays information on how the company map out the vision of its potential customer through journey mapping. Stages covered in the map are sales, onboarding, adoption, optimize and expand, beyond one year. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Customer Onboarding & Enablement Infrastructure Setup & Environment Integration Gross renewal, expansion $ Service Attach
Slide 22: 22 Table of contents for guide to customer success Customer onboarding Customer onboarding plan for first 30 days Customer engagement Triggers for effective customer communication Signaling system to make team more efficient Channels for reaching out to customers Customer renewal Customer onboarding plan for first 30 days Addressing our customer success lifecycle stages 04
Slide 23: Customer onboarding plan for first 30 days 23 Purpose of this slide is to show the company's customer onboarding strategy. It contains information about the various activities to be carried out in accordance with a specific day's schedule. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mark as onboarded! Day 3 Send follow-up email#1 Add text here Intro meeting Day 1 Schedule a call with customer Jot down initial information Intro email Day 7 Send follow-up email#2 Add text here Meeting #2 Day 15 Add text here Add text here Check-in email #1 Day 30 Setup meeting#3 to determine customer potential Add text here Check-in email #2 New Customer Introduction from Sales Executive
Slide 24: Addressing the triggers for effective customer communication 24 Mentioned slide showcases information about company’s triggers for effective communication. Triggers covered in the slide are related to customer event, scheduled event and CSM. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Triggers Send a customized email using customer service management Add text here Add text here Drop emails Schedule a meeting to get insights about the business Add text here Add text here Add text here Change of sponsor Stick to quarterly business review guidelines Add text here Add text here Add text here (QBR) Update risks status of target account Add text here Add text here Add text here Renewal Initiate the pre-defined marketing strategy Add text here Add text here Add text here Upsell drive Invite potential customers to a webinar featuring an industry influencer Add text here Add text here Webinar Customer Event 01 Scheduled Event 02 CSM Defined 03
Slide 25: Signaling system to make customer success team more efficient 25 This slide highlights details about the signaling system used by the customer success team for efficient operations. Sections covered in the table are signal name, tenure, account size, engagement level and action plan. 02 03 04 05 01 Signal Name Onboarding Help Expansion Opportunity Not Using Product Features Add Text Here Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 26: Channels for reaching out to customers 26 Following slide displays different communication channels that are used by the firm for informing potential customer about product and its features. Channels covered are advertising, PR, direct marketing, and personal selling. Advertising (Traditional & digital) Direct Marketing (Traditional & digital) Public Relations Personal Selling (Face to face) Purpose Customer Reach Cost Channel / Tool Frequency 01 02 03 04 05 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 27: Defining our customer renewal management process timeline 27 Purpose of this slide is to address information about company’s customer renewal management process through timeline. Stages covered in the timeline are onboarding, adoption, health score assessment and value realization call. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Contract start date Xx/xx/xxxx Contract end date Xx/xx/xxxx Onboarding Adoption Plays Health Score Assessment Adoption Plays Value Realization Call Adoption Plays Subscription team Negotiations, upsell, and Payment are all Handled effectively Post Start date 30 days 90 days Post Start date 180 days Prior To expiry 120 days Prior To expiry 90 days Prior To expiry 30 days Prior To expiry
Slide 28: 28 Table of contents for guide to customer success 05 Customer success performance tracking Customer success KPI dashboard Customer satisfaction score Customer effort score Succession planning grid
Slide 29: Churn risk 0 Upsell 5 Add text here 7 Add text here 4 Renewal 1 Escalation 3 Success Plays Tickets 17 130 66 12 61 30 36 69 Complete Open Overdue Assigned Open Pending Resolved Closed 130 Customer accounts 3 lost in 30 days $5.0m Revenue YTD Join 1 to jan 29 2022 Current Health Score Is Moderate at The Moment 6.0 Customer health Moderate Strong Weak Customer Churn Rate Benchmark = 22.8% 0 5 10 15 20 25 30 35 40 45 50 +16% Customer Retention Cost Benchmark = 11.1% 5 6 7 8 9 10 11 12 13 14 15 -2% Customer success KPI dashboard to measure support team performance 29 Mentioned slide showcases customer success dashboard that company is currently using to measure its support team performance. Kpis covered in the dashboard are health score, retention cost, churn rate etc. This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “edit data”.
Slide 30: Identifying the customer satisfaction score 30 This slide illustrates customer satisfaction score based on the survey conducted by the firm. It reveals that 31% of participants are completely dissatisfied with the company's service. Survey question: how much are you satisfied with our customer service? N = 500 Key Takeaways On surveying 500 customers, 31% said they are totally dissatisfied with the customer services provided by our firm Add text here Add text here Bad Poor Good Very good Excellent 0 20 10 30 40 50 60 70 80 90 100 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “edit data”.
Slide 31: Determining the customer effort score 31 Following slide portrays customer effort score based on the survey conducted by the firm. It reveals that 27 percent of participants spent a long time looking for the desired product. On surveying 500 customers, 27% said it took a lot of effort in searching the desired product Add text here Add text here Add text here Add text here Key Takeaways Survey question: how did our company made it easy for you to meet your desired product? N = 500 Customer Effort Score Small Effort (1-2) 27% High Effort (5-10) 27% Medium Effort (3-4) 46% 0 10 6.8 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “edit data”.
Slide 32: Succession planning grid to assess employee potential and performance 32 Purpose of this slide is to show the success planning grid that the firm is currently using to assess employee potential and performance for customer success. High Potential/ Low Performance High Potential/ High Performance High Potential/ Medium Performance Low Potential/ Low Performance Low Potential/ High Performance Low Potential/ Medium Performance Demonstrates high potential for advancement but did not meet current performance expectations Needs coaching And intervention Demonstrates high potential as well as consistently meets current performance expectations Additional challenges or Opportunities for development Highest potential for senior leadership position and always exceeds performance expectations Star performer seeking advancement opportunities Presently not meeting the performance expectation Coaching or corrective action is required Currently meeting but not exceeding performance expectations Needs additional motivation for engagement Always meets and exceeds performance expectations Strong contributor who have focused on development challenges in order to advance Add text here Add text here Add text here Add text here Add text here Add text here Medium Potential/ Low Performance Medium Potential/ High Performance Medium Potential/ Medium Performance High Low High Performance Potential This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 33: Icons slide for guide to customer success 33
Slide 34: Periodic table of customer success elements Customer success maturity model Flowchart for assessing the quality of customer relationships Customer success process maturity table 34 Additional slides
Slide 35: Periodic table of customer success elements 35 1 2 3 4 5 6 9 10 7 8 11 12 13 14 15 16 Customer Success Platform Insights & Actions Cv 360 Customer view 01 Cx Experience Health 03 Lm Lifecycle Management 02 Co Outcomes Health 04 Result Am Adoption Management 05 Sa Stakeholder Alignment 09 Rm Renewal Management 06 Re Risk Escalation 10 Em Expansion Management 07 Sp Success Planning 11 Ae Advocate Engagement 08 Tt Tech Touch 12 Transformation Se Support Experience 14 Se Company success 16 Su Support Experience 13 Pr Product Success 15 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 36: Addressing customer success maturity model 36 Success maturity Revenue Adoption $1 - $5 mm 01 Retention $5 - $20 mm 02 Expansion $20 - $100 mm 03 Optimization $100 mm - $ 1b 04 Transformation $1 b+ 05 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 37: Yes Do you have a strong relationship With the customer Yes Customer will renew And can be upsold No Customer will Go to competitor No Add text here Add text here Yes Add text here Add text here No Add text here Add text here Flowchart for assessing the quality of customer relationships 37 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Is the customer getting a lot of value out of the product?
Slide 38: Customer success process maturity table 38 Doesn’t exist Basic Intermediate Advanced Wrong Verbal Verbal Time bound Guesswork Guesswork Single plan, Add text here Multiple plans, Multiple products Csat +Nps+formal 1 to 1+ Written Time bound+ Milestones+ Product adoption Milestones+ Upsell playbook Milestones+ Renewal Playbook Multiple plans, Add text here Nps+verbal Add text here Written Add text here Time bound+ Milestones Add text here Add text here Milestones Add text here Add text here Verbal Add text here Verbal Add text here Time bound Add text here Suggesting at The wrong time Add text here Suggesting at The wrong time Add text here Team Feedback 01 Customer Feedback 02 Product 03 Onboarding Process 04 Renewal Process 05 Upsell Process 06 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 39: About us 39 Value Clients This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Target Audiences This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Preferred by Many This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Slide 40: Our team 40 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Designation Name Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Designation Name Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Designation Name Here
Slide 41: Our Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Our Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Our Mission This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Our mission 41
Slide 42: Roadmap 42 Start End This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2019 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2020 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2021 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2022
Slide 43: Financial 43 $250 Minimum This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Medium This slide is 100% editable. Adapt it to your needs and capture your audience's attention. $350 Maximum This slide is 100% editable. Adapt it to your needs and capture your audience's attention. $500
Slide 44: 30 60 90 days plan 44 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 30 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 60 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 90
Slide 45: Post it notes 45 01 This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. Text Here 02 This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. Text Here 03 This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. Text Here
Slide 46: Puzzle 46 Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 02 03 04
Slide 47: Comparison 47 Users 55% 15% 30% Male Users Facebook 65% 10% 25% Female Users Twitter
Slide 48: Address # Street number, city, state Contact number 0123456789 Email address [email protected] 48 Thank you