5 (Pai (Painful) nful) Les Lessons sons Lea Learned rned Juan - - PowerPoint PPT Presentation

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5 (Pai (Painful) nful) Les Lessons sons Lea Learned rned Juan - - PowerPoint PPT Presentation

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A Cus A Customer omer Ex Experience erience Tur urna naround ound: : 5 (Pai (Painful) nful) Les Lessons sons Lea Learned rned Juan Gonzlez, Vice President, Customer Success, Ipswitch Jeanne Hopkins, CMO, Lola.com October 26, 2018

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A Cus A Customer

  • mer Ex

Experience erience Tur urna naround

  • und:

: 5 (Pai (Painful) nful) Les Lessons sons Lea Learned rned

Juan González, Vice President, Customer Success, Ipswitch Jeanne Hopkins, CMO, Lola.com October 26, 2018

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18

Where do Visitors Enter the Website?

Community Blog WhatsUp Gold Homepage MOVEit Resources Other

WS_FTP Server, MessageWay, IMail, iMacros, Solutions, Support, Careers…

42% 21% 9% 6% 5% 7% 10%

Community/Support

19%

WhatsUp Gold

9%

WS_FTP

7%

MOVEit

6%

About / Careers

5%

Resources

3%

Other

19%

1

Note: 32% leave site

Organic search accounts for 64% of all traffic

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WUG Traffic and MQLs by Website

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23

Original Community Page

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24

Engagement

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Transition

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26

Community

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1 2 3 4

What did we focus on

Navigation Usability Search Engagement

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Telephone #s

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Branding Update: Before & After

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Branding Update: Before & After

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Customer Engagement

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Community NPS

40 QTD

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We all drive the Customer Experience.

❯ Every action we take is an opportunity to de

delig ight our customers.

❯ Each team alone risks delivering this experience in sil

ilos.

❯ When we all advocate for our clients, we break the silos and

coll llaborat borate to make every moment in incred edib ible le.

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Customer Success is about solutions.

❯ Customer

  • mer Succ

ccess ess builds partnerships, both at Ipswitch and in Client Organizations, to confr nfront

  • nt

busin ines ess s challe lenge ges and sei eize e opp pportuni tuniti ties es.

❯ A min

inds dset et:

  • Empathy means we’re being timely and relevant.
  • Value is about supporting people with the programs

and processes that solve problems.

❯ A meth

ethodology

  • dology:
  • Executive ownership of the client relationship.
  • Operational execution occurs across many teams with

a focus on high performance.

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Customer Journey

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What is the Customer Journey?

❯ Customer

  • mer Journ

rney is the story of how we delight our clients.

❯ There are ~50 milestones, or moments, that define key chapters of

the customer experience.

❯ Alignment of all internal and customer teams ensures we

constantly innovate and collaborate for business impact.

  • Map the teams at each moment, and determine if and how they are:
  • Responsib

nsible for executing the process

  • Account

ntab able e for ensuring the process produces the right results

  • Consul

ulted d to provide input and support

  • Informed

rmed of the process and its outputs

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Engagement Model

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1 2 3 4

Top 3 reasons for customer churn

Im Imprope

  • per Solution

In Inco comple lete e Value In Inco consi nsist stent ent Adoption

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Customer Success Management

Adoption Workshops Business Reviews Feedback Cycles Success Engagements ❯ Business iness Revie iews ws (quarterly, semi-annually) deliver business insights, align roadmaps. ❯ Adoptio tion n Worksh rkshop

  • ps

s ensure customers actively getting business value from solutions. ❯ Feedbac back k Cycles les uncover business problems that our solutions are not addressing. ❯ Success ess Engagem agement nts are interventions designed to restore customers to a renewal path.

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Impact Signals Activity

  • Gross Recurring Revenue
  • Net Recurring Revenue
  • Quick Rate
  • Lifetime Value
  • Net Promoter Score
  • Expansions, Cross and Upsells
  • Referrals
  • Customer Health
  • Proactive Touchpoints
  • Emails Sent
  • Phone Calls
  • Onsite Meetings
  • Cases Escalated, Resolved

Customer Experience Metrics

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6 C 6 CX Ess X Essentials entials for

  • r Cr

Creating eating a a Cus ustomer

  • mer-Focused
  • cused Bu

Busi siness? ness?

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  • 1. Leadership
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  • 2. Clarity
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  • 3. Listening
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  • 4. Action
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  • 5. Patience
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  • 6. Communicate. Communicate. Communicate.
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Thank You!