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The Value of Customer Success at Loom (full version)

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Hi everyone. My name is T Linsky and I'm lu's Onboarding Lead. Today I am so excited to talk to you all about the value of customer success at Loom and the many ways your CSM is going to be strategically partnering with you to make you and your team's wildly successful.

You can think of your CSM as you are a sync work consultant. I wanna give you guys the full confidence that we know what it takes to make organizations like yours.

Not only successful using Loom or Video at work, but making this change and this shift into a more async way of working.

You're gonna notice a lot of change management infused into this partnership and the ways that we are going to be working with you.

So today I will give you guys a little bit of a sample of that. Your CSM is going to be your main point of contact throughout your journey here at Loom.

They'll be guiding you through onboarding and ensuring a successful Loom implementation, enabling your teams, What is Loom? How do I loom?

Where do I loom? When do I loom? Where does this fit into my day to day and into my tech stack?

Keeping you informed about new releases and product betas, assisting with any questions related to your contract licenses or renewals, as well as conducting periodic business reviews to make sure we are maximizing the return on investment that you want to see.

We are going to deeply understand what success looks like for you, what impact do you want to see, and we will ensure that all of the training and resources we are providing you are with that goal in mind.

Let's take a deeper look. Our first step is going to be onboarding. You are gonna be introduced to your CSM during your kickoff call post sale.

I like to call us our joint success planning call because Honest Call, we are going to really dig in and understand what does success look like for you.

In fact, this might be different for different teams at your organization. We will formulate a game plan or how can we most effectively roll out Loom and get the team to adopt not only video at work, but this new async way of working.

We are going to work together on your technical setup. This includes things like workspace consolidation, getting SSO set up, skim setup for the automatic provisioning and deprovisioning.

And we will again be deeply diving into your business goals and use cases team by team.

We'll be working together on something like this, an onboarding project tracker, and this is a great place for us to keep track of all the things we need to accomplish together during the implementation period.

Keeps us super organized and on track and we also have this awesome center of Excellence hub. This is ready to go.

Plug and play, copy and paste, set it and forget it. You can copy this over into your internal company Wiki, Confluence guru, Google Notion, copy, paste.

Good to go. And this is a internal knowledge base for your users and your employees on what's Loom, What do we use it for?

Why is it great? We'll throw in all of our favorite tips and tricks. We'll put a bunch of fun ones in here and really get people inspired about using Loom in your workplace.

We also have some wonderful example, looms by use case and by department. You're a leader. How are you going to use Loom to connect and inspire and align your teams?

We'll give you some specific examples as well as share some looms of what a great loom looks like there.

This is our Team Impact Discovery program and this is one of the ways that we can conduct a deeper change management program with each team.

At your org, we are on a mission to understand each team's strategic business initiatives and help you drive those forward towards impact.

What's the impact that you are trying to see? Is it meetings reduced, time saved survey results? Let us know and we will partner with you to help make that happen.

We also have webinars. We have a live webinar offered every single week. This is our Loom 1 0 1 webinar. It's not only great for brand new Loom users or for new employees as your company grows and scales.

It's also great for experienced Loom users, as I will also drop some top secret brand new features and the sneak peek on those sessions.

We also have these sessions offered on demand within new topic monthly

Following the onboarding period. As we move into the adoption phase, we will be conducting periodic business reviews with you. We'll be taking a look back at the journey so far, taking a look at those business goals that you initially set and seeing how we are pacing on those.

We can pull some really cool reports for you. We can show you reports and charts and stats and get a good grasp on how is Loom scaling at your org, what kind of impact are you seeing in a measurable way, and then we'll take a look ahead.

What are our biggest opportunities to drive you guys forward towards your goals during the next 90 days? This is our product roadmap.

This is our 2022 roadmap, but we will always have something like this for you where we can show you all of the great things that that are coming soon.

Welcome to Loom. See you at work.

Transcript

More than 21 million people across 200,000 companies choose Loom

My teammates and I love using Loom! It has saved us hundreds of hours by creating informative video tutorials instead of long emails or 1-on-1 trainings with customers.
Erica Goodell

Erica GoodellCustomer Success, Pearson

Loom creates an ongoing visual and audible experience across our business and enables our employees to feel part of a unified culture and company.
Tyson Quick

Tyson QuickCEO, Postclick

My new daily email habit. Begin writing an email. Get to the second paragraph and think 'what a time suck.' Record a Loom instead. Feel like 😎.
Kieran Flanagan

Kieran FlanaganVP of Marketing, HubSpot

Loom amplifies my communication with the team like nothing else has. It's a communication tool that should be in every executive's toolbox.
David Okuinev

David OkuinevCo-CEO, Typeform

My teammates and I love using Loom! It has saved us hundreds of hours by creating informative video tutorials instead of long emails or 1-on-1 trainings with customers.
Erica Goodell

Erica GoodellCustomer Success, Pearson

Loom creates an ongoing visual and audible experience across our business and enables our employees to feel part of a unified culture and company.
Tyson Quick

Tyson QuickCEO, Postclick