Chief Customer Officer, Hive Streaming and CS Advisor, Verdane Niclas Ramon Staberg

1. Customer Success Re-Invented
New KPIs and Tactics to Level Up your CS Program
Niclas Ramon Staberg
Chief Customer Officer
@ Hive Streaming
+ CS Advisor @Verdane
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2. NRR development since 2018
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Peak Annualized
NRR: 138%
Introduced New
CS Program

3. CUSTOMERS’ TIME
IS MORE LIMITED
THAN EVER BEFORE
Check-ins, QBRs and monthly
cadence per se, won’t be enough...
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4. Do not place text, or graphics
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https://www.okta.com/sites/default/files/2021-03/Businesses-at-Work-2021.pdf

5. SO WHAT DO
CUSTOMERS
EXPECT THEN? Do not place text, or graphics
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6. Three levels of Customer Value
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Aspirational
Value
Emotional
Value
Functional
Value
Value for the business
Value for the individual
Value for the business and
the individual

7. #4 THINGS TO
LEVEL UP YOUR
CS PROGRAM Do not place text, or graphics
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8. #1 EVOLVE
YOUR CUSTOMER
SEGMENTATION
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9. ● Create a scoring system for your customer segmentation
● Five criteria for a better and more scalable customer segmentation:
○ Aspirations & Goals
○ Org. Structure
○ Company Culture
○ Growth Potential
○ Growth Readiness
#1 Evolve your customer segmentation
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10. #1 Evolve your customer segmentation
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11. #2 KNOW YOUR
CUSTOMER
WHITE SPACE
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12. ● Go beyond the white space of what products customers have purchased
● Knowing the following white space will set you up for scale further
down the line:
○ Usage
○ Engagement
○ Advocacy
○ Knowledge
○ Value
#2 Know your customer white space
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13. #2 Know your customer white space
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14. #3 HELP YOUR
CUSTOMERS IN GETTING
RECOGNIZED
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15. ● Customer Recognition is Emotional Value for the individual and functional value for the
customers business. Focusing rigidly on customer recognition
in the following areas will hyperfuel customer advocacy:
○ Within your company
○ Within their company
○ Within their community / industry
● Make your CS team accountable for winning customer stories and not your marketing
team. It will increase operational efficiency, time to value as well as customer advocacy.
#3 Help your customers in getting
recognized
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16. Do not place text, or graphics
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17. Do not place text, or graphics
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18. #4 CONNECT YOUR
CUSTOMERS AND THEIR
KNOWLEDGE WITHIN
THEIR COMMUNITY Do not place text, or graphics
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19. #4 Connect your customers and their
knowledge within their community
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● Scalable Network Effects
○ Each Customer Segment contains several micro-communities
○ Each Customer is a source of knowledge
● New Metrics and KPIs
○ Number of micro-communities
○ Number of connections between customers
○ Level of Engagement between customers

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21. Four ways to get your business ready to scale faster and improve your NRR
1. Evolve your customer segmentation beyond ARR and Vertical
2. Know all your customer white space
3. Help your customers with getting recognized and they will advocate for you
4. Connect your customers and their knowledge within their community
Main Takeaways
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22. THANK YOU
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