On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Claire O’Regan, Director of Customer Success at Juro about how to drive time to value (TTV) for customers in only 14 days.
Claire is passionate about founding and building customer success (CS) teams at high-growth tech companies. She has scaled CS teams at large tech firms, as well as fast growing startups (Juro, Auth0, and Swrve). And is the recent winner and recipient of Customer Success Leader of the year at the Customer Success Excellence awards.
Getting a quick return on investment (ROI) from new software is essential. But how long should it take for a new customer to start seeing value? And is it actually possible to get customers up and running in just two weeks?
Claire is now focusing on how to increase TTV. A project which has seen her analyze customers who were most successful with Juro. From this research she has discovered that the same customers who reach value quickly were also the ones which were most successful in the long term. Additionally, they scored highest in net promoter scores and gave excellent reviews.
In our discussion Claire helps answer some questions about time to value for customers:
- 14 days TTV – is part of the reason you won the CS leader of the year award…can you please explain what that exactly means?
- Do you have team members with specific skill sets to ensure this 14-day TTV is met?
- What are some of your biggest learnings from building this new implementation program?
Some key takeaways from this discussion:
- By looking at the existing data, we were able to see that onboarding customers to the point where they were seeing value on their investment as quickly as possible was a very sensible approach. And therefore we looked up ways that we could do that more efficiently
- The first 14 days is the key window for customers to engage with the onboarding team and dedicate resources to the new project
- End-user training during the first 14 days is critical and we will capitalize on that by bringing in experts, engineers, integration specialists, etc to tie our tool to theirs
Make sure you listen to the full episode and let me know your thoughts in the comments!
