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Conference Presentation

Rethinking Customer Success: The Needs-Driven Success Model (NDS)

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Customer Success programming has long been a core tenant of successful Software as a Service (SaaS) companies. The goal of most customer success programs is to provide a white-glove experience for customers, leading to satisfied customers and therefore, faster growth and lower attrition rates. At Salesforce.org, we are overcoming the challenges to this with our revolutionary Needs-Driven Success (NDS) model. In this model, customers are served based on their needs versus a pre-determined segmentation. We have introduced standardized engagements based on criteria such as attrition risk, project complexity, and customer lifecycle. We deploy the right resource, at the right time during the customer journey. This program has allowed us to increase our active coverage of customers by more than 4x, while increasing costs by less than 20%. The model continues to evolve at this inverse ratio, leading to ever-increasing scale at a more attractive cost to serve.

Tracks: Customer Success, Interactive Breakout

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Publish Date: December 10, 2020

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