CUSTOMER SUCCESS. Evans Martin - Director, Service & Support Evan Carlson VP Sales

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1 CUSTOMER SUCCESS Evans Martin - Director, Service & Support Evan Carlson VP Sales

2 PS & SUPPORT TO CUSTOMER SUCCESS Customer Success

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4 Pillar #1: The A Team A P L A Y E R S A Players ONLY: Breaking down silos and putting the right people and appropriate process in charge instead of structure and roles Complementing direct delivery and extending our skill set with highly qualified, supported, and capable partners Laser focus internally to insure that every member of our team completely bought into and shared in the ultimate vision of successful customers Architect level internal resources to support and enable our partners and customers Brian Davis Senior Solutions Architect

5 Pillar #2: Effective Process P R O C E S S Not just happy... but SUCCESSFUL customers: Customer Satisfaction Surveying Net Promotor Score Tracking Service Level Targets & Related Automation New North American Roles in the following areas: o SECURITY o EDUCATION SERVICES o CUSTOMER SUCCESS Flex Staffing in Support Constant attention to continuous improvement and enhancement EV Connect Forum Sherry Pongrac Customer Success Manager

6 Pillar #3: Access to Knowledge K N O W L E D G E Focus Upon: Development and delivery of high quality training content with a consistent approach, real world examples, and ample hands on learning opportunities Restructuring professional services delivery methodology to complement the new curriculum Providing ready access to EasyVista tribal knowledge related to products, deployment, and best practices through our Wiki, directly from Support/Consulting, and ultimately through a revamped Knowledge Portal Active participation in EV Connect Forum by all EasyVista technical resources Andrew Reynolds Knowledge Manager (Ed. Services & Partner Enablement)

7 THE WIKI 1 Wiki Page Print Print Print Print Since January, 29 Pages have been added and 27 have been significantly updated The wiki currently has 328 Pages Since April, 85% of the pages have been updated at least once.

8 Critical Success Factors High quality training content with a consistent approach, real world examples, and ample hands on learning opportunities Ready access to EasyVista tribal knowledge along with the ability to influence product roadmap Architect level internal resources to support and enable our partners and customers Highly qualified, supported, and capable partners Proactive and responsive Support organization Healthy and active user community

9 Relationships Teamwork Matters When you become a customer of EasyVista we share responsibility for SUCCESS. Good communication is absolutely necessary for EV to understand your needs and is the foundation for effective cooperation. Our shared goal is to grow and to help others grow. We share our products and expertise with you in hope that you will experience success that will grow your business and that you, in turn, will share that success story with others which will help to grow our business.

10 Relationships Teamwork Matters Things EV can do to foster this relationship Setting realistic expectations Effective transitions from Sales to PMO to Consulting/Partner to Support to Customer Success Manager Consultative approach to design and implementation Staying engaged after the project and keeping you informed regarding what s new at EasyVista Providing open paths of communication that we both can use to keep the relationship on track Facilitating and encouraging a healthy and active user community

11 Relationships Teamwork Matters Things YOU can do to foster this relationship. Communicate early and often. If you don t understand, ask. If you don t like the direction that your project is heading, bring it up. Join the team. We are not in business to make your project unsuccessful. Bring up issues early, concisely, and professionally and we will deal with them as a team. Participate and understand why things are being implemented like they are. If you re unsure, raise your concerns. EV is a very flexible product. It can be implemented in a way that enables and enhances your business or in a way that adds no value. Design validation and the resulting solution s fit within your company s culture is of utmost importance.

12 THE Goal

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