CSM Presentation 4th March 2019 chris@futureyou.ai
Agenda • Book and references • Introduction of the client • High Level Strategy • A current challenge and possible solution • Customer Success Lifecycle Process • Next Steps
Client: Distribution Company • Packaging / Hygiene: • Food service products: Cups, disposable tableware, food packaging, containers • Hygiene and Medical: Cleaning products, drug and alcohol testing, Janitorial and cleaning equipment, continence • Secondary Packaging: Bags and liners, Cases and storage, Industrial paper, tapes, adhesives
• Approx. 100 staf
High Level Strategy “First task outline the business strategy�
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Organisation: Sample
Summary • Grow market share • • • • • •
Hire BDM, marketing, category managers Product training, segmentation Add value with additional services to clients Share expertise Reduce cost to serve Eliminate import stock outs.
• Enabled by digital
Specific Challenge: Spotless purchasing from packaging house • In December they have three weeks to service 40% more orders • Roads are busy • Logistical problems
1. & 2 Where technology can deliver value “My customers, customer journey” • weekly/monthly orders for
product • Rather than searching through ‘000s of SKUs use purchasing data to determine their typical orders by month and ofer a “Buy Now” option. • Add a form to allow the buyer to change the quantity of the predicted SKUs to add flexibility. • Increase through-put at year end
3. Where technology can deliver value “Packaging house products as a • Look for a managed service ofering Service” where orders are sent based on
predictive data • No touch for both the Packaging House or the client • Save time for Packaging House and client • More integrated partner solution • Could be used for other products and business units e.g. food service, cups, food packaging etc • ”Packaging as a Service”
Technology Current Technology • ERP System21 • EDI • MS365 • Exchange • Sitecore
• IT department • Time and materials business partner
Possible Tech areas of interest • Cloud Infrastructure • AS2 replacement for EDI • Software development projects • Form design • Integration • Web site optimization • Predictive analytics • Security for client logins
Playbook Customer Success Playbooks are meant to help your customer achieve their Desired Outcome; help them get the outcome they require in an appropriate way Sixteen Ventures
Mapping between Assignment and Lifecycle Service Playbook Milestones Lifecycle Playbook 1. Strategy, (drivers and tech roadmap)
1. Sales
2. Meetings, (engagement with stakeholders)
2. Lifecycle Engagement
3. Dashboards, (reporting, metrics)
3. Sales / Implem / Onboard / BAU /
4. Newsfeeds, (engagement with stakeholders)
4. Lifecycle Engagement
5. Tickets, (PMR / Ops)
5. Sales (Pilot), Implem, Onboard, BAU, Renew
6. Projects,
6. Sales (existing projects), Expand (new projects)
7. Marketing / HR / LoB, (influence)
7. Sales (need/value), Expand
8. Infrastructure, (Tech current state)
8. Sales (Technology), Expand
9. Finance, (procurement, billing)
9. Renew, Sales,
10. Security and Compliance
10. Sales (Technology), Expand
11. Purchasing
11. Sales, Renew
Customer Success Lifecycle Process
• Non-linear, overlap between each phase
Lifecycle Playbook Process Steps (Not linear) 1. Marketing 2. Sales 3. Implementation 4. On-boarding 5. BAU 6. Expansion 7. Renewal 8. Advocacy
Lead teams • Marketing • Sales (CS) • Engineering / Support / CS • CS / Support • CS / Support • CS • CS • CS
1. Marketing Playbooks Social Media Playbook: -
Connect with Packaging house teams on Linkedin and Twitter
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Three posts a week on focus topics such as process improvement, web optimization, online order management
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Create a community of existing Lancom clients and ofer informational sessions, post on the website. Use email marketing to drive traffic to content to get Lancom message across
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Sponsor an industry event where Packaging house and other similar companies will be attending and get a speaking spot
2. Sales Playbooks Customer Journey Playbook This is where we would work with Packaging house to understand what the end point would look like. Working back to the experience of each persona such as the “Spotless procurement administrator”, “Spotless procurement”, “Packaging House Customer support” etc This would build the capabilities needed that would feed into how the solution would be delivered from a technical perspective
3. Implementation Engineering and Support would lead this phase and so they would build the playbooks that meet their needs. Validate the scope with the client and the outcomes Working with testers from spotless to trial the implementation Define the hand-over criteria Build a document of understanding with the Packaging house stakeholders
Engagement – BAU phase Regular meetings, weekly / fortnightly with primary contact at Packaging House QBR with C-level and reports on successes and areas for improvement include metrics and KPIs (cost, usages, value), pulled from Dashboard Regular NPS, identify issues from user population Invite MD and leadership team to Microsoft business session Schedule training for new Spotless procurement team and onsite ordering staf. Schedule Lancom executive meeting with MD of packaging house for on-going discussion
Short Playbooks
Next Step • Prioritize Playbooks • Develop required templates • Identify, engage and align with Lancom stakeholders • Establish a feedback mechanism • Test and iterate • Tool selection e.g. Excel, Onenote etc