CUSTOMER SUCCESS
QUARTERLY BUSINESS REVIEW
Chris Stinson
VP of Customer Success
September 5, 2014
1. ATTENDEES
2. REVIEW OBJECTIVES
3. COMPLETED, OUTSTANDING, & NEW ITEMS
4. METRICS
5. OVERALL HEALTH
AGENDA
6. USER HEALTH
7. ONBOARDING
8. SUPPORT TICKETS
9. NPS
10. PRODUCT ROADMAP
11. 90-DAY PLAN
ATTENDEES
James Cameron, VP of Marketing, Buzzly
Chris Carleton, Director of Marketing, Buzzly
Cari Richards, Chief Customer Officer, Monastic Software
Tip
Jeff Mona, Senior Account Manager, Monastic Software
Be sure to include
an executive from
your customer. And
likewise bring an
executive from your
side as well
REVIEW OBJECTIVES
STRATEGIC: Augment outbound marketing effort with an inbound
strategy to increase marketing’s contribution to revenue.
GOALS: Ramp inbound team, deploy campaign infrastructure,
launch first campaign in Q3.
METRICS: 250 Leads in Q3 resulting in 50 Sales Qualified Leads (SQLs).
Tip
Refresh the
customer’s
objectives at each
QBR. Their goals will
change over time.
RISKS: Starting from scratch. Failure to ramp according to plan
may derail the effort.
COMPLETED, OUTSTANDING,
& NEW ITEMS
COMPLETED
FROM LAST QBR
OUTSTANDING
ITEMS
NEW
ITEMS
Integrated Google
Analytics
Automated email
follow-up workflow
SEO review of new
web pages (raised
in last call)
Retargeting
creative finalized
UTM tracking
deployed
Additional items
METRICS
Sales Qualified Leads
Q3 2014 Goal
42
Deploy &
Onboard
37
35
30
25
23
Tip
Jan
Feb
Mar
Apr
May
Jun
It’s very important to
clearly state (and
track) that you
understand your
customer’s ultimate
goals. Their success
is your success.
REVIEW OVERALL HEALTH
Health vs. Activity
Health & Activity Scores
Health Notes
All power users are in good health.
ACTIVITY
All key contacts are in good health.
60
42
HEALTH
ACTIVITY
Only 7 of 11 seats are highly active.
Poor background signals are hurting
account health.
Overall seat health is normal.
Tip
HEALTH
Health is good but activity
is relatively low
50+ is a good Health
Score. 33 and below is a
low activity score.
This slide essentially
delivers the
executive summary.
Earmark plenty of
time because it
should trigger a
number of
conversations.
UTILIZATION & USER HEALTH
80% of seats are active, 75% of those are healthy
SEAT ACTIVITY
NAME
TITLE
LAST ACTIVE
EVENTS
John Rode
Marketing Director
51 mins ago
1,319
Meredith Birchfield
Campaign Manager
7 weeks ago
108
Christopher Gooley
Marketing Data Analyst
May 29
90
Cory Watilo
Sr. Manager, Customer Marketing
Apr 23
76
Sarah Smith
VP, Sales
June 13
68
June Day
Public Relations Manager
Aug 30
54
Tip
Jack Green
Jr. Marketing Director
Nov 1
42
Karen Loveday
Consumer Services Manager
Jan 17
39
David Jones
Executive Marketing Director
Feb 2
23
When reviewing
usage with your
customer, be sure to
remove old
employees and
non-users to keep
your metrics fresh.
7 Critical On-boarding Steps
EVENT
YOUR
ONBOARDING
PROGRESS
WHO’S DONE IT
WHO HASN’T DONE IT
COMPLETED
PROFILE
7 PEOPLE
4 PEOPLE
UPLOADED
CONTACTS
11 PEOPLE
0 PEOPLE
CUSTOMIZED
DASHBOARD
4 PEOPLE
7 PEOPLE
CREATED
ALERTS
8 PEOPLE
3 PEOPLE
0 PEOPLE
11 PEOPLE
4 PEOPLE
7 PEOPLE
LINKED
TWITTER
ACCOUNT
SENT FIRST
CAMPAIGN
ADOPTION
Tip
Poor onboarding is
a leading cause of
churn. Be sure to
review onboarding
steps thoroughly
with customers.
YOUR TICKET REQUESTS REFLECT
YOUR HIGH USAGE LEVELS
TICKETS
20
TOTAL
9
3
8
ROUTINE
SLA & BUGS
EDUCATION
Tip
Engaged users
explore your app
and issue tickets as
they do. Let
customers know
high ticket count
can be a good
thing.
3 OF YOUR USERS ARE BIG
PROMOTERS
9
10
NPS
9
Martin Jones is a detractor
Samantha Smith is a promoter
9
Chris Means is a promoter
5
Adam Young is a passive
Tip
4
May White is a passive
While NPS is not
predictive of churn,
it is a great tool to
measure customer
loyalty. NPS scores
are most powerful
when tracked over
time.
ROADMAP
Q3
OUTBOUND
Q1
Q2
Advanced Lead Scoring
Sender Scores
Creative Commons
Web Analytics Integration
ANALYTICS
DATA
MANAGEMENT
Social Signals V1
Tip
Dashboards
It’s notoriously
Data Export
difficult to get
product teams to
publish a roadmap.
But customers love
it. Just be sure to tell
them it will change
over time.
30
DAYS
90-DAY
PLAN
Joint Call: Map email flow
Itemize web page inventory
Deploy email flow
Write/deploy meta tags
90
DAYS
60
DAYS
Tip
Recast what has
New reporting requirements
been discussed so
customers know
you’re on the ball.
Go ahead and type
it in live while you’re
in the meeting.
PROTECT & GROW
CUSTOMER REVENUE