Success Hacking. Customer Success by Design

Transcription

1 Success Hacking Customer Success by Design

2 Improving your Outcomes by hacking Customer Success

3 Customer Success is no longer the new thing.

4 We all get the Why and the What of Customer Success.

5 Peak of Expectations Trough of Disillusionment THE SUCCESS GAP Trigger Slope of Enlightenment

6 We need a way forward.

7 Aha.

8 What s at the core of Success Hacking?

9 Outside-the-box thinking.

10 Data-driven experimentation.

11 Asymmetrical, guerilla-style tactics and approaches to challenges.

12 Growth Hacking disciplines provided the catalyst.

13 Success Hacking fills the gap.

14 Why embrace Success Hacking?

15 Resource efficient.

16 Focused.

17 Iterative.

18 Pragmatic.

19 Scalable.

20 Deliberate.

21 The basis of the Success Hacking framework is simple.

22 Execution focused mindset.

23 Tactics.

24 Best Practices.

25 Tools.

26 A quick introduction to the Success Hacking Framework.

27 Heroic Repeatable Interaction Excellence Portfolio Excellence Operational Excellence

28

29 1 Getting everyone on the same page.

30 Strategy You need just enough 20% 80% Execution to keep this focused.

31 Key Partners Key Activities Definition of Success Key Resources Value Customer Success Strategy Canvas Costs Returns Customer Relationships Customer Segments Channels Engagement

32 2 Know thy customer.

33 Understanding your customers to acquire, segment and serve them more effectively.

34 Gain Creators Gains Customer Job(s) Products & Services Customer Value Prop Canvas Pain Relievers Pains

35 Fit Value Proposition Customer Success Strategy Canvas Customer Segment Value Proposition Designer

36 3 The map is the journey.

37 Execution Map Journey Map.

38 Great outcomes don t happen by accident.

39 Create Execution Maps

40 4 Do the right thing, at the right time, every time.

41 Focus on building the process that is most likely to lead to the outcome you want.

42 Build Repeatable Process

43 5 When everyone is responsible, no one is accountable.

44 Your Engagement Model is where the rubber meets the road.

45 Design the Engagement Model

46 6 Track and drive results.

47 Success doesn t happen by accident.

48 Background Key Challenges Objectives Key Benefits Milestones and Dates Success Plans For Customers Success Criteria Measures of Success

49 7 Understand the cost of success.

50 A good financial plan is a roadmap that shows us exactly how the choices we make today will affect our future.

51 Inputs Outputs Basic business assumptions Estimated work effort per segment Current Team structure Customer Segment profiles Work effort per Lifecycle stage Work effort per customer segment Acquisition & Churn forecasts Team resourcing plan Costs Unit of Growth

52 8 If you can t measure it, you can t manage it.

53 What you measure is what you get.

54 Current Maintain Probability +.05% -.02% Reduce Operating Costs +50k -35k Cost to Retain 32k red Efficient Billings Objectives Customer NPS How we maintain our current financial strategies. How we maintain our learning and growth strategies. Current Target 3 new 4 new Open New Regions -20k -18k Reduce Operating Costs 35k red 11 new 10 new Recruit Partners 3 days 4 days 1 new YTD 3 new Innovative Services Target Current Current Target 77 % 75% Process Conversion 82% 85% Systemization 12 empty 0 empty Fill Empty FTEs 2.7% attr. 3% attr. Employee Retention Balanced Scorecards Retain Customers Fulfill Customer Feature Request 3/10 2.6/10 Loyalty Program 27% repeat 28% repeat How we increase our success and maintain our customer strategies Internal initiatives and strategies for increasing internal performance. Objectives Learning and Growth Target Objectives Internal Process Financial Objectives

55 Everything you need to get started on the path to success.

56 Systematization Systems & Continuous Improvement Operationalization Attention is on increasing service delivery efficiency and productivity while scaling the operation. Operational Discipline Methodology, Process & Repeatability Solid Foundations Focus is on establishing Mission, Strategy and Alignment necessary for Success. Focus on automating and optimizing of all elements of the service delivery process. Mission, Strategy & Alignment Consistent Delivery Emphasis is on designing the processes and Plays necessary to deliver on the job the customer hired you for.

57 You need to nail Success if you want to grow.

58

59 Systems & Continuous Improvement Operational Discipline Methodology, Process & Repeatability Mission, Strategy & Alignment

60 Financial Perspective Maximize Company Value Reduce Costs Increase Revenue Reduce Operational Risk Customer Perspective Improve Customer Satisfaction Improve Customer Experience Internal Perspective Capacity, Learning and Growth Perspective Do the right thing, at the right time, every time Deliver a Consistent Implementation Experience Improve Internal Processes and Communication Increase Process and Product Integration Improve Resource Productivity Improve Resource Management Improve Implementation Processes Increase Knowledge Sharing Enhance Training and Development Improve Knowledge Management Reduce Implementation Effort Improve Product Knowledge Develop & Maintain Leading-Edge Operational Mgmt. Skills Link Pay to Performance

61 What is Success Hackers mission?

62 Build process, methodology and a set of tooling that enables rapid, repeatable success.

63 Engagement Modeling Customer Segmentatio n Customer Modeling Lifecycle Optimization Journey Mapping Organization Modeling Execution Mapping

64 What makes a great Success Hacker?

65 The true unicorns are those who can go from end-to-end designing, building, measuring, analyzing and iterating with a combination of user intuition and deep analytics.

66 They have already worn many hats.

67 Troubleshooter by nature.

68 Out-of-the-box thinker.

69 Possess the ability to flex between both a strategic and tactical mindset.

70 They are goal obsessed.

71 How do you get started with Success Hacking?

72 What is the point?

73 Expansion.

74 When you re inside the whirlwind, you lose perspective