Key to you Success. Do the right work. Do the work right. James Bampos, Director - Customer Success Michelle Manimtim, Director - Consulting Services

Transcription

1 Do the right work. Do the work right. cloud-based project, portfolio and work management software Key to you Success James Bampos, Director - Customer Success Michelle Manimtim, Director - Consulting Services

2 Empowering you Sam Walton, 1977 There is only one Boss. The Customer. And he can fire everyone in the company from the Chairman on down, simply by spending his money Somewhere else 2 The Key to your Success

3 Focusing on your Success We are your advocates within Upland Our goal is to make you successful 3 The Key to your Success 3

4 Global Organization 100+ resources globally 40% of upland Over 1200 clients Most of the company's value depends on our relationship with you Los Angeles, CA (4) San Diego, CA (18) Lincoln, NE (14) Montreal, QC (25) Toronto, On (3) Boston, MA (12) UK (5) Egypt (10) India (3) Paraguay (1) 4 The Key to your Success

5 Way of Life Customer Success is the company-wide commitment to excellence through customer collaboration and continuous improvement. 5 The Key to your Success Customer Success Managers Services Support Customer Experience The Future

6 Success Lifecycle On-boarding Implementation Optimization Relationship Roadmap Customer for life Loyalty Program Solution Delivery Customer Support 6 The Key to your Success

7 Customer Success Managers Implementation Optimization On-boarding Relationship Roadmap Adoption & Customer Experience Your advocates on the inside. Capitalize on your investment Coordinate resources for our customer User adoption Usage trending and reports Best practice analysis and recommendations Customer Experience Communication Loyalty Program Customer Support Solution Delivery 7 The Key to your Success

8 Global Services Capitalizing on your Upland investment 8 The Key to your Success

9 Service to Success Your partner to help implement, adopt and optimize your Upland solution 9 The Key to your Success

10 Success is a Never Ending game Accelerate customers time to value Solution Development Solution Adoption and Use ROI Go Live Benefits Cost Implementation Cost Recovered Cost Customer Success Program 10 The Key to your Success

11 Education & Training Services Key piece of the adoption puzzle Classroom Training Administrator Boot Camps Train-the-Trainer Boot Camps Coaching Custom training & materials Upland University 11 The Key to your Success Repository of Self Services Content

12 Upland University Upland New Online Learning Management System Access user guides Watch videos ondemand Register for webinars 12 Participate in live Q&A sessions Knowledge at your fingertips 12 The Key to your Success

13 The Service Cloud Provide our Customers Peace of Mind Objectives: Optimize and scale Improve customer visibility Manage by the numbers Advantages: Scalable platform Communication Integrated CX 13 The Key to your Success

14 Support Process & Metrics Customer Workflow External State: Severity 1 Severity 2 Severity 3 Request Submitted 0 minutes 60 minutes 2 hours 0 minutes 60 minutes 2 hours Case on Hold N/A N/A N/A Case Assigned 1 hour 4 hours 12 hours Case Escalated Alerts 1 hour 4 hours 12 hours 12 hours 96 hours 2 hours 48 hours 72 hours Escalation completed Case resolved 72 hours 72 hours 72 hours Case closed N/A N/A N/A 14 The Key to your Success

15 Service Cloud Future Better Service through Self Service 15 The Key to your Success

16 Customer Loyalty Your perception is our reality Customer Experience Customer Loyalty Customer Satisfaction ACTION DRIVERS UNDERSTANDING AWARENESS 16 The Key to your Success

17 Voice of Customer Using Buying Servicing Supporting (Product) CUSTOMER JOURNEY MAP The Customer Journey Map, the end-to-end interaction with the many dimensions of the company, help visualize and measure the customers interactions with the company. Understand and anticipate customer needs and customer expectations Customer Experience Customer Satisfaction Customer Metrics 17 The Key to your Success

18 Customer Success: the Future Aligned for our Growth and your Loyalty Scalability Evolution Empower the Customer 18 The Key to your Success

19 Success Evaluated by you, our Customers 19 The Key to your Success

20 Session Survey We want to hear from you! Please complete the session survey available at: This survey was created with: Session: Key to your Success 20 The Key to your Success

21 Do the right work. Do the work right. 21 The Key to your Success Tell us what you