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Thursday, January 12 • 4:00pm - 4:45pm
The ROI of Customer Success LIMITED

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Limited Capacity seats available

Is the customer success organization making a difference? Should we up our investment in customer success and, if so, what financial benefits should we expect? Is the new onboarding program making a difference?

More and more, customer success leaders are being asked to justify their existence through an ROI (return on investment) analysis. We will show you how to evaluate such requests, how to perform ROI analyses for customer success initiatives, and how to provide alternative evaluation approaches. You will leave the session with a blueprint to perform your own ROI analysis.

  • The different types of ROI requests from overall evaluations of the organization to evaluation of specific initiatives. 
  • Alternatives to ROI analyses: financial benefits are not the main or only benefits of a customer success program. We will show you how to analyze non-financial benefits and how to use them instead of or in addition to traditional ROI exercises. 
  • Measuring costs. We will show how to measure the costs of various activities, both customer-facing and back-office. We will give a checklist for tallying up costs. 
  • Measuring benefits. Customer satisfaction is hard to monetize. Churn can occur for all kinds of reasons. Measuring direct customer impacts is arduous. We will explore ways to capture and validate financial benefits of customer success. 
  • Presenting the ROI analysis.  ROI is more than a spreadsheet. We will share tips for how to present the analysis to create effective outcomes.
  • Improving data gathering strategies. ROI analyses often uncover needs for tracking more data or tracking data more effectively. We will discuss how to implement better, more reliable, less intrusive data gathering methods to improve your next ROI

avatar for Francoise Tourniare

Francoise Tourniare

President, FT Works
Francoise Tourniare is the founder of FT Works and co-founder of ChurnSquad.  Both companies provide consulting, training, and coaching to create and improve customer success initiatives.Prior to founding FT Works in 1998, she was the Vice President of Worldwide Service at Scopus... Read More →

Thursday January 12, 2017 4:00pm - 4:45pm PST
Oakland Convention Center Room #204