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Chris Stinson
VP of Customer Success
September 5, 2014
1. ATTENDEES
2. REVIEW OBJECTIVES
4. METRICS
5. OVERALL HEALTH
7. ONBOARDING
8. SUPPORT TICKETS
9. NPS
Jeff Mona, Senior Account Manager, Monastic Software your customer. And
likewise bring an
executive from your
side as well
REVIEW OBJECTIVES
Tip
Refresh the
customers
UTM tracking
deployed
METRICS
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 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
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
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
Q3 Q1 Q2
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