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
Be sure to include
an executive from

Jeff Mona, Senior Account Manager, Monastic Software 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 marketings 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
customers

RISKS: Starting from scratch. Failure to ramp according to plan

objectives at each
QBR. Their goals will
may derail the effort. change over time.
 COMPLETED, OUTSTANDING,
& NEW ITEMS

COMPLETED OUTSTANDING NEW

FROM LAST QBR ITEMS ITEMS
Integrated Google Automated email SEO review of new
Analytics follow-up workflow web pages (raised
in last call)
Retargeting
creative finalized Additional items

UTM tracking
deployed
 METRICS

Sales Qualified Leads

Q3 2014 Goal

42
Deploy & 37
Onboard 35
30
25
23
Tip
Its very important to
clearly state (and
track) that you
understand your
Jan Feb Mar Apr May Jun customers 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.

All key contacts are in good health.

ACTIVITY

60 42 Only 7 of 11 seats are highly active.

Poor background signals are hurting

HEALTH ACTIVITY account health.

Overall seat health is normal.

HEALTH Tip
This slide essentially
delivers the
Health is good but activity 50+ is a good Health executive summary.
is relatively low Score. 33 and below is a Earmark plenty of
low activity score. 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 When reviewing
usage with your
customer, be sure to
Karen Loveday Consumer Services Manager Jan 17 39 remove old
employees and
non-users to keep
David Jones Executive Marketing Director Feb 2 23 your metrics fresh.
 7 Critical On-boarding Steps
EVENT ADOPTION WHOS DONE IT WHO HASNT DONE IT

COMPLETED
7 PEOPLE 4 PEOPLE
PROFILE

YOUR UPLOADED
CONTACTS

CUSTOMIZED
11 PEOPLE

4 PEOPLE
0 PEOPLE

7 PEOPLE

ONBOARDING
DASHBOARD

PROGRESS CREATED
ALERTS
8 PEOPLE 3 PEOPLE

LINKED
0 PEOPLE 11 PEOPLE
TWITTER
ACCOUNT

SENT FIRST 4 PEOPLE 7 PEOPLE Tip

CAMPAIGN
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 Martin Jones is a detractor

10 Samantha Smith is a promoter

NPS 9 Chris Means is a promoter

9
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 Q1 Q2

Advanced Lead Scoring

OUTBOUND
Sender Scores Creative Commons

Web Analytics Integration

ANALYTICS Social Signals V1

Tip
Dashboards
Its notoriously
DATA difficult to get
product teams to
MANAGEMENT Data Export publish a roadmap.
But customers love
it. Just be sure to tell
them it will change
over time.
 30 Joint Call: Map email flow
Itemize web page inventory
DAYS

90-DAY
60
PLAN
Deploy email flow
Write/deploy meta tags
DAYS

90
Tip
New reporting requirements
Recast what has
been discussed so

DAYS customers know

youre on the ball.
Go ahead and type
it in live while youre
in the meeting.
 PROTECT & GROW
CUSTOMER REVENUE