Les équipes Produit et Customer success de PlayPlay vous partagent leurs astuces pour mettre l'utilisateur au cœur de vos réussites. Sophie MOREL et Pauline MAROL partagent leurs outils, leurs méthodes, leurs rituels et leurs secrets pour que l'ADN de PlayPlay repose sur leurs utilisateurs. Vous verrez, elles ont rendu la "customer-centricity" simple et amusante !

1. How to make customer
centricity easy & fun?
Sophie Morel, Head of CSM - Pauline Marol, Head of Product @ PlayPlay
LPCxParis-January14th2020

2. Let’s PlayPlay instead!

3. Talkto
us
Use
our
product Create
playplays
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4. Talkto
us
Useour
product Create
playplays

5. Why bother?

6. GROWTH
Not real data

7. HAPPY CUSTOMERS

8. ALIGNMENT

9. $$ Savings

10. How to make
customer
centricity easy?

11. CUSTOMERCENTRICITYMADEEASY Leverage slack
Choose the right tools
Meaningful customer interactions

12. Leverage Slack

13. SLACK : #customerfeedbacks
🐼 Sales and CSM share
love & hate from customers
👉 Have a common
understanding of frictions &
requests

14. CSM
Sales
CEO
PM
Tech
CSM
Tech
PM
CSM
Motion

15. SLACK : #must_see
🐼 Sales and CSM share
tops & flops videos
👉 Have a common
understanding of usage of the
product
👉 Get new ideas from
everyone

16. #must_see channel
CSM team posts everyday
Tops and Flops from our customers
To identify pains or product
limitations
To have a common understanding
on how our product is used

17. #must_see channel
CSM team posts everyday
Tops and Flops from our customers
????

18. Choose the right tools

19. TOOLS: PRODUCTBOARD

20. Create
Notes

21. Tag
Notes

22. User
Impact
Score
Features
insights

23. 🐼Integrations
🐼Easy Tagging

24. 👉 Prioritization
👉 Product Discovery

27. TOOLS : APPCUES

28. 🐼 In-app surveys easily set up
👉 Quick feedback from users

29. Meaningful customer interactions

30. MEANINGFUL CUSTOMER INTERACTIONS : ID CARDS
🐼 ID card defined by
CSM and Product to be
user research oriented
👉 Collect qualitative data

32. MEANINGFUL CUSTOMER INTERACTIONS:
CHAT DUTY

33. 🐼 Product and tech on
chat duty
👉 Tech people hear
directly from users

34. Talkto
us
Use
our
product Create
playplays

35. How to make
customer
centricity fun?

36. CUSTOMERCENTRICITYMADEFUN
Create rituals
Mix up teams
Bring something to eat !
PLAYPLAY SAUCE

37. 3 Rituals
Create
Notes
Hotjar
Breakfast
Pop-corn
Parties
Monthly Bi-monthly Weekly
Sales
All Tech CS Motion CS
CSM
Deep
Dive

38. CSM Deep Dive
🐼 Present a specific topic in
details
👉 Increase awareness about our
client’s and their goals

39. Deep dive

40. Deep dive

41. Hotjar Breakfast
🐼 Watch session replays
every 2 weeks
👉 To have a better
understanding of our users’
journey on PlayPlay

42. Hotjar Breakfast

43. Hotjar Breakfast

44. Pop-Corn Party
🐼 Watch a selection of videos
👉 To understand what stories
our users want to share with
PlayPlay
👉 To help create better
templates for our customers

45. Pop-Corn Party

46. Pop-Corn Party

47. Talkto
us
Useour
product Create
playplays

48. Cherries
on top

49. Cohesion

50. PlayPlay of the Week

51. Post Card Party

52. Daily love
letters
from our
customers

54. Talkto
us
Interactwith
ourproduct
Create
playplays
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55. Talkto
us
Interactwith
ourproduct
Create
playplays
❤
❤
❤
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56. Final Final slide!