WalkMe CS, PS & Dev Team Dynamics
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The document discusses project management and team dynamics in customer success, outlining key objectives and methodologies such as Agile and Scrum. It emphasizes the importance of effective onboarding, communication, and collaboration to enhance customer value and reduce support requests. Additionally, it provides guidelines for professional email communication to improve internal and external interactions.
WalkMe CS, PS & Dev Team Dynamics
- 1. 1 Project Management & Development Team Dynamics Emilia D’Anzica, May 2015
- 2. Agenda • Introductions • My Program Charter & Objectives • Development Lifecycle vs. Customer Lifecycle • How Development fits in Customer Success • Obstacles • What Works • V2MOM • Escalation Plans • Internal & Customer Communication – Respect, Tone, Audience – Forms of communication – Speed • Resources • Questions
- 3. Business confiden-al. All rights reserved. © WalkMe.com • Founded in 2011, Launched in April 2012 • 135 Employees in San Francisco and Tel Aviv • Backed by: Enterprise Class Guidance & Engagement Platform About “Cool Vendor!” “2014 Communications Solution Product of the Year!” “That Will Change Your Business”
- 4. Adoption & Promotion Increase conversion & Time to Value Employee Productivity Main Use Cases Reduce incoming support requests Shorten onboarding Ensure Knowledge Retention Customer Care
- 5. • I started with my passion for Team building, mentoring coaching at Red Envelope working with Engineers • The Project Management Institute gave me the tools to be successful • A Scrum Certification took me a step further with more skills • Today I’m at WalkMe in San Francisco About Me Hi, I’m Emilia D’Anzica Senior Director, Customer Success at WalkMe @emiliadanzica
- 7. ✓ Value: Develop onboarding program to show WalkMe value immediately. ✓ Scale: Save CS team time, provide a consistent experience and enable better communication between client & WalkMe. ✓ Implement onboarding: SLA with 60 days of 1-1 onboarding assistance in order to maintain momentum and ensure a scalable program. ✓ Client Focus: Move away from ad hoc onboarding & instead, focus on faster ROI that align with client goals and strategies. ✓ Education: WalkMe Education introduced early & completed in timely manner. My Team Program Charter & Objectives
- 8. 8 1. PMI Project management A. Waterfall: linear approach to software development. B. Agile: Agile is a philosophy that uses organizational models based on people,collaboration, and shared values. 2. Scrum: an iterative and incremental agile software development methodology for managing product development. Team based approach & development 3. Other: extreme types of coding & development work Development Lifecycle - *Can vary at each company
- 9. Customer Lifecycle: Big Picture
- 10. Dev & PS are KEY to Customer Success First Value Grow Value Expand Functionality Increase Usage Increase Usage Ongoing Value Ongoing Value Decrease Value Decrease Value Churn Churn Churn • WalkMe Masters are key to each step of the Customer journey! ONBOARDING - getting the customer up and running full speed DELIVERING VALUE - Monitoring customers account health; keeping them in the green RELATIONSHIP MANAGEMENT - preparing the customer for renewal and upset Start TRAINING - Increasing adoption and number of users SUPPORT - Troubleshooting technical difficulties, conduit to your product team
- 11. What are your biggest challenges?
- 12. Time Constraints
- 16. Time Differences
- 17. Your Boss!
- 19. Being open to change
- 20. ?
- 21. V2MOM
- 22. V2MOM 1. Values A. World-class organization B. Time to market C. Functional D. Usability E. Value-added partnerships 2. Method A. Hire the team B. Finalize product specification & technical architecture C. Rapidly develop the product specification to beta & production stages D. Build partnerships with big e-commerce, content, & hosting companies E. Build a launch plan F. Develop exit strategy: IPO/acquisition 3. Obstacles A. Developers B. Product manager/business development person 4. Measures A. Prototype is state-of-the-art B. Hight-quality functional system C. Partnership are online and integrated Marc Benioff
- 24. Clear Internal, Cross-Functional & Customer Communication
- 25. Respect, Tone, & Audience
- 26. SFDC, Chatter, Yammer, & Bug systems
- 27. Speed!
- 29. How to Write a Perfect Email in English! • How to communicate with customers is Key • ALL caps is equal to YELLING at your customers. Although emails are often seen as less formal than printed business letters, in the business world you cannot afford to let your language appear to be informal. Email may be faster and more efficient, but your client or business partner will not easily forgive correspondence that is too casual. Not to fear! Read on to discover simple secrets that will add a high level of professionalism to your English emails. 1. Always include a relevant Subject Line: Your Email needs to catch the attention of the reader explaining why you are emailing them. Example: Request for more information about your Editor Account at WalkMe
- 30. How to Write a Perfect Email in English! - Continued 2. Begin with a greeting: It's important to always open your email with a greeting, such as "Dear Lillian,". Thank the recipient: If you are replying to a client's inquiry, you should begin with a line of thanks. 3. State your purpose: If, however, you are initiating the email communication, it may be impossible to include a line of thanks. Instead, begin by stating your purpose. For example, "I am writing to enquire about …" or "I am writing in reference to …" It's important to make your purpose clear early on in the email, and then move into the main text of your email. Remember to pay careful attention to grammar, spelling and punctuation, and to avoid run-on sentences by keeping your sentences short and clear. Example: if someone has a question about your company, you can say, "Thank you for contacting ABC Company." If someone has replied to one of your emails, be sure to say, "Thank you for your prompt reply." or "Thanks for getting back to me." If you can find any way to thank the reader, then do. It will put him or her at ease, and it will make you appear more courteous.
- 31. How to Write a Perfect Email in English! - Continued 4. Closing remarks: Before you end your email, it's polite to thank your reader one more time as well as add some courteous closing remarks. You might start with "Thank you for your patience and cooperation." or "Thank you for your consideration." and then follow up with, "If you have any questions or concerns, don't hesitate to let me know." and "I look forward to hearing from you." 5. End with a closing: The last step is to include an appropriate closing with your name. "Best regards," "Sincerely," and "Thank you," are all professional. It's a good idea to avoid closings such as "Best wishes," or "Cheers," as these are best used in casual, personal emails. Finally, before you hit the send button, review and spell check your email one more time to make sure it's truly perfect! - See more at: Englishtown.com/community
- 32. Additional Resources • Agile vs. Waterfall : http://www.seguetech.com/blog/2013/07/05/waterfall-vs-agile-right-development-methodology • PMI.org • Scrum.org • Ted talk by Amy Cuddy: http://www.ted.com/talks/amy_cuddy_your_body_language_shapes_who_you_are? language=en • Ted talk by Simon Senek: http://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action?language=en • Meet Ups • LinkedIn resources
- 33. “Complexity is your enemy. Any fool can make something complicated. It is hard to make something simple.” - Richard Branson Final thought
- 34. © Copyright 2014 WalkMe Inc. Confiden-al 34