An Interview with Emilia D’Anzica
VP Customer Engagement at Walkme
1. Can you tell us about yourself and Walkme ?
WalkMe™ enables your business to simplify the online experience and eliminate user confusion.
2. Given your experience at Jobvite, Brightedge, and now WalkMe™ , any lessons learned on starting and scaling a Customer Cuccess team?
“Know your product. Have a passion for the product. Build a team that understands your customer, why the customer is buying your product, what are the pain points. If you can understand those key elements of customer success and align your executive team around these elements, then you can build a world class team to deliver value for your customers.”
3. What is Customer Engagement and how does it relate to Customer Success?
“Jamson lemkin said 90% of your profits will come from your existing customers
There is a great opportunity for expansion within a customer relationship
My role now is to build customer programs: I build customer communities both online and offline. We hold global meetings to share best practices and we also do events around the country for customers so they can now learn from each other and understand best practices in digital adoption
Customers are hungry to learn from each other, and they want to share their best practices as well”
4. How do you measure success for these programs?
“We do use survey after every onboarding engagement.
After each customer has gone live, we get an executive management meeting
Every quarter I compile the survey, I analyze them and then share them with our executives
We also do annual NPS scoring. This was the best way to get a very quick pulse on the customer, how are they feeling, what can we be improving, what do they want more of, what’s not working”
N.B: Walkme is not using Wootric… maybe they should !
5. Partnership: whether it’s outsourcing the selling of the product or the implementation of the product. How do you ensure the same level of service? How do you delegate customer success and customer engagement to partners?
Re:outsourcing Customer Success:
At Jobvite we outsourced our first tier so our customers can get service when they need it for simple questions
Re: Customer Success within the indirect channel
At walkme 15-20% of our revenues are coming through partners
It does not make sense for us to invest in services when companies like accenture, deloitte are willing to partner with us and provide the walkme support to their customers
We invited a few partners to spend a couple of days with us and through teaching them we learned what we needed to do to build a world class partner program
We built a site for us to collaborate and share information
We build a 24/7 university where they get certified. Regardless of wherever you are in the world you can login and get training when you want it with short training experiences
They also get a personal coach to make sure they are building walkthroughs that make sense for their customers
And now we’ve hired a VP of CS specifically for our partners because we recognize the value
Want to learn about boosting customer happiness with Net Promoter Score? We’d love to connect. Contact Sarang Bhatt in Customer Success, here.