Customer Success Summit 2016 Breakout Session Presented By: David Cantu (CRO) and Mary Kay Hyde (VP Marketing), HotSchedules

1. Swipe Right
An inter-­‐departmental
like, dating, friends with benefits,
committed, it's complicated
love story.
Why Customer Success and Marketing Should

2. 2
FOUNDERS
MEET OUR
DAVID CANTU RAY PAWLIKOWSKI

3. HOTSCHEDULES
#1 downloaded
scheduling app
on iTunes
2M users
60M monthly logins
PEOPLE
PRODUCTIVITY
PLATFORM
Recruit -­‐ Engage -­‐ Train -­‐ Schedule
Logbook -­‐ Manager’s Red Book -­‐ Enterprise Back Office
Aggregate -­‐ Analyze -­‐ Build
THE RESTAURANT MANAGEMENT PLATFORM

4. Show new support video?
4
OUR UNIQUE
SERVICE ORIENTATION

5. TYPES OF
CONTENT
2
Marketing Customers

6. MARKETING
CONTENT
Why customer success should be
sucking up to marketing.

7. Getting the
communication
cadence right
OVER
UNDER

8. ALL
THINGS
SOCIAL

9. CUSTOMER
CONTENT
Why marketing should be sucking
up to customer success.

10. CUSTOMER CONTENT
Why video is key.

11. MAKING THE MOST OF BETA

12. How marketing and
customer success can
turn bad into good
WHOOPSIES
UH-OHS

13. USER
CONFERENCES

14. ● Marketing and CSM alignment under CRO
● The symbiotic relationship between marketing and customer success
● 2 types of content and why you need both
● How much communication is too much
● Social Media -­‐ no conversation left behind
● Beta, when is the best time to ask for the reference and what not to
ask/offer
● Turning a wrong to a right
● The value of CABs and user conferences
KEY TAKEAWAYS

15. QUESTIONS?

16. THANK YOU!
David Cantu
david.cantu@hotschedules.com
Mary Kay Hyde
marykay.hyde@hotschedules.com