Customer Success Blueprint

An Atlanta Tech Village Workshop

Sept 2022

Hi! I’m Kathryn O’Day.

Customer Count = 1

What Is Your Customer’s North Star?

• What are they measured on?
• What does their boss’s boss care about?
• How do they get promoted?

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What Experience Do You Want To Deliver?

• What is the market standard?
• What do customers want?
• What can you do well?
• How can you differentiate?

�Ideas

• Speedy (15 min first response time)
• Email first
• Self-serve not possible right now!

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Tools For Growth

#Support Slack

Support Email

Talk To Customers!!!!!

Customer Count = 10

Your First Customer Success Hire

BLOG: Your First Customer Success Hire

• Smart, learns quickly
• Great communication skills
• Empathetic, high EQ
• Recent college grads!

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Tools For Growth

Playbooks

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Training Deck: Customer Success 101

Talk To Customers!!!!!

Slack Channels

Customer Count = 100

It’s Time For…Team Specialization!

• One person doing everything
• Onboarding/Implementation
• Support
• Account Management
• Training
• Professional Services

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Sales vs Customer Success - Who Does Upsells?

• How quickly are your bringing on new logos?
• How much upsell potential is there?
• What are the strengths and bandwidth of the team?

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What Are Your Core Values?

BLOG: Find Your Core Values

• Hire faster
• More autonomy
• Alignment during growth
• Consistent customer experience!!! ��

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#PROTIP: start each value with an action verb

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Tools For Growth

CRM

Help Desk

Talk To Customers!!!!!

BONUS

• Idea Exchange
• Knowledge Base/Wiki

Customer Count = ❤

What are your Customer Success challenges today???

Let’s Stay In Touch!

The O’Daily: kathrynoday.substack.com

LinkedIn: Kathryn (Honderd) O’Day

Twitter: @kathrynoday

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