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Solve for the Customer: Characteristics of World-Class Customer Success

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Qualtrics
Qualtrics

Learn about churn and how it impacts customer success in this presentation focused on the customer. Join Colleen Carey as she outlines the customer journey, what to look for, and four main characteristics for customer success.

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Solve for the Customer: Characteristics of World Class Customer Success Colleen Carney Director of International Services, EMEA HubSpot
Hi, my name is Colleen Carney and I look after HubSpot’s International Services team in EMEA @collcarney #customersuccess
3 ©2015QUALTRICSLLC. ● Churn Why is that Important ● Make Happy Customers ● Measure Customer Happiness ● Build your Customer Success team ● Evolve How you Manage Customers
CHURN Still Got Mine, But You Got To Get Churn, YO -Sergio Mendes (Yes,Yes Y’All)
5 ©2015QUALTRICSLLC.
6 ©2015QUALTRICSLLC.
HAPPY CUSTOMERS Customer Success is when customer achieve their DESIRED OUTCOME through their INTERACTIONS with your company -Lincoln Murphy
8 ©2015QUALTRICSLLC.
9 ©2015QUALTRICSLLC.
10 ©2015QUALTRICSLLC.
MEASUREMENT The true Measure of your Worth includes all the benefits others have gained from your success. -Cullen Hightower
12 ©2015QUALTRICSLLC. Is Product Usage the Holy Grail?
13 ©2015QUALTRICSLLC.
14 ©2015QUALTRICSLLC. The More You Engage With Customers the Clearer things become and the easier it is to Determine what you SHOULD be DOING. - John Russell Harley Davidson
15 ©2015QUALTRICSLLC.
BUILD Our job is to MAKE CHANGE. Our job is to CONNECT to people, to INTERACT with them in a way that leaves them better than we found them, more able to get where they’d like to GO. -Seth Godin
18 ©2015QUALTRICSLLC. HubSpot Services Customer Success Managers SupportOnboarding
EVOLVE I want to Grow. I want to be Better. You Grow. We all Grow. We’re made to Grow. You either EVOLVE or you DISAPPEAR. -Tupac Shakur
20 ©2015QUALTRICSLLC.
21 ©2015QUALTRICSLLC. Channel Consultants Renewal Management Professional Services Customer Operations HubSpot Services Onboarding Academy Customer Success Managers Support Collections Sales Selling Into Install Base (SWAT)
The Customer Journey and implement along the way Services team makes the green happen
CONCLUSIONS Finally, in Conclusion, let me just say this. -Peter Sellers
24 ©2015QUALTRICSLLC. ● Churn is Important for Customer Success ● Make Happy Customers ● Measure Customer happiness ● Build your Customer Success team ● Evolve How you Manage Customers ● Have fun!
QUESTIONS The Art and Science of Asking Questions is the Source of all Knowledge. -Thomas Berger

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