How Easy Corporate built a Global Customer Success Organization
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The document outlines a webinar by Easy Corporate discussing their customer success organization and the integration of Gainsight to track client engagement and health. It highlights the importance of customer success amidst rapid growth, standardization challenges, and the specific strategies employed, such as life cycle management and health scoring. Key performance indicators, ongoing training, and the role of customer success executives are also addressed.
How Easy Corporate built a Global Customer Success Organization
- 1. 09.22.2016 How Easy Corporate built their Customer Success Organization
- 3. Before we begin… Today’s session will be recorded! We will email all registrants a copy of the slides as well as a recording of the webinar
- 4. Before we begin… Ask Questions! We will answer them in our live Q/A session at the end of the session
- 5. Before we begin… Ask Questions! We will answer them in our live Q/A session at the end of the session
- 6. Today’s Speakers Bruno Giorgini Sales Operations Manager Mariana Azevedo Sales Operations Analyst
- 7. Today’s Agenda ABOUT EASY CORPORATE WHY CUSTOMER SUCCESS CHALLENGES IN GLOBALIZATION WHY EASY CORPORATE CHOSE GAINSIGHT 1 2 3 4 5 USE CASES
- 9. Used by +25 MM passengers Best taxi app Android, iOS and Windows Phone Found in 2011 Global Leader In 18 countries US$ 77 MM investment raised +500 M drivers Approved by +3,000 B2B clients Since 2011 innovating on customers and companies transportation
- 10. WHY CUSTOMER SUCCESS IS IMPORTANT FOR EASY CORPORATE
- 11. Sales Cycle Number of clients in rapid growth Vs. Difficulties in managing all those clients Customer Success importance
- 13. Customer Success is ensuring your customers achieve their desired outcome while using your product. But WHAT IS Customer Success? “ ”- Gainsight
- 14. THE CHALLENGES OF STANDARDIZING CUSTOMER SUCCESS IN A GROWING GLOBAL TEAM
- 16. WHY WE CHOSE GAINSIGHT TO DRIVE CUSTOMER SUCCESS
- 17. Why did Easy Corporate purchase Gainsight?
- 18. How Easy Corporate did it…
- 19. 1. Life Cycle 2. CTAs 3. Data integration 4. Playbooks How Easy Corporate did it…
- 20. • Will Churn: client about to stop using our services • Churn: client lost • Usage vs. Potential • NPS score: sent 90 days after 1st ride • Health Score: we set criteria for the clients health and them, combined, give us the clients health score (ex: usage vs. potential, usage growth, registered users, NPS and delayed CTAs) Main KPI’s tracked with Gainsight
- 21. 1. Focus a lot on training and making the executives understand the value of the platform 1. Recycle the CTAs and Playbooks every 4-6months 1. “Be there” for the executives, listening to their suggestions and critical points (find “champions” - team influencers) 1. Participate on Gainsight trainings and webinars (this helps you to keep updated about the platform and market best practices) LESSONS LEARNED
- 22. HOW WE USE GAINSIGHT AT EASY CORPORATE
- 23. CS EXECUTIVE’S POINT OF VIEW CS executive spends most part of his time on Cockpit and Customer 360º
- 24. CS executive spends most part of his time on Cockpit and Customer 360º CS EXECUTIVE’S POINT OF VIEW
- 25. CS MANAGER’S POINT OF VIEW
- 26. CS MANAGER’S POINT OF VIEW
- 27. Questions? Bruno Giorgini Sales Operations Manager Mariana Azevedo Sales Operations Analyst Brian Brannon Marketing Program Manager
Editor's Notes
- #21: What are the KPI's (Key Performance Indicators) being tracked in Gainsight? What goals are being tracked against these KPI's?
- #22: Lessons learned - words of advice for TOTVS team when deploying Gainsight - basically, if you had to do it all over again, what would Easy Taxi do differently
- #24: Highlight key use-cases for a Customer Success Manager (Cockpit and Playbooks, Customer360, Co-Pilot, Surveys, etc.)
- #25: Highlight key use-cases for a Customer Success Manager (Cockpit and Playbooks, Customer360, Co-Pilot, Surveys, etc.)
- #26: Highlight key use-cases for a Manager and/or VP (i.e. reports and dashboards)
- #27: Highlight key use-cases for a Manager and/or VP (i.e. reports and dashboards)