Leveraging Social for Scale

Transcription

1 CLICK TO EDIT MASTER TITLE STYLE Leveraging Social for Scale Sarah Kokin Jacobsohn Cornerstone OnDemand #Pulse2017

2 What We ll Cover Who is Cornerstone? Our Challenge 3 of our most successful 1 to many programs Recommendations

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4 Growth Across All Metrics Note: User and client count figures exclude Growth Edition and Cornerstone for Salesforce.

5 Personalized Support Channels Client Success Managers Primary relationship manager partnering with the talent owner or CSOD product stakeholder Support client s execution of their Talent Management strategy by recommending solutions to optimize workflows and processes Global Product Support Primary point of contact for System Administrators after self-service support channels Responsible for the overall success of the solution and client satisfaction Works with System Administrators to resolve issues or technical needs Meets regularly with client to discuss adoption, goal progress and provide guidance. Engages the appropriate CSOD resources to escalate technical issues as appropriate z 5

6 Our Challenge.. CSM.. Client Early Days Today

7 Show & Tells Release Webinars Communities of Practice Success Live Release Training Videos Client Community Experts Program Cornerstone s 1 To Many Programs Regional User Groups Configuring New Functionality Webinars Office Hours Expert Q&A Portfolio Based Special Interest Success Live Groups

8 Scaling Through Success Live Opportunity What We Did Impact Success Live Scale the Client Success team to increase portfolio sizes Reduce 1:1 time between CSM & Client down market Formal Webinar & Video Program Strategy Sessions Strategy in Action Solution Fundamentals Working w/ Cornerstone 45 different sessions offered 6 sessions/ week Videos have helped save precious CSM time No net new headcount down market in 2+ years 48% increase in attendance in 2016 v 2015

9 Personalized Support in a Group Setting Opportunity What We Did Impact Office Hours Reduce client dependency to get application related questions answered by CSMs or our Global Product Support teams Established Office Hours Average attendance is 4x/yr Clients sign up in advance 2 CSMs facilitate Sessions cover all aspects of the CSOD solution Clients hear each others?s 13 sessions/ week 62% of participating clients attend Office Hours more than 1/yr 2,466 In 2016, we had clients attend office hours, a 31% increase from 2015

10 Marrying Engagement & Expertise Opportunity? Realized our most successful clients could be a resource for answering client questions Helps save CSM and Global Product Support teams time What We Did Created the Client Community Experts program to involve client experts in answering other client application questions YTD 156 client participate as experts globally Client experts answer, 66% approx. of community questions Leverage existing online Q&A community Community available 24/7 Impact First iteration of an advocacy program at Cornerstone Client Community Experts Program

11 Recommendations for Launching 1 to Many Programs BRAINSTORM START SMALL GET FEEDBACK ITERATE What activities are your CSMs doing that don t need to happen 1 on 1? and build over time. This is a marathon, not a sprint. from clients and team members to make sure your programs are providing value. Take the feedback and make changes to improve the programs. SPREAD THE WEALTH KEEP IT SIMPLE DOCUMENT Creating and building these programs is a great way to upskill your CSMs. Make the programs easy to comprehend and access. Write down & maintain the program details in an easily accessible place. COMMUNICATE THE CHANGE Formally introduce the program(s) to existing clients. Reset expectations.

12 THANK YOU #Pulse2017