{"id":3551,"date":"2015-12-01T23:28:19","date_gmt":"2015-12-01T23:28:19","guid":{"rendered":"https:\/\/www.process.st\/templates\/doubledutchs-customer-success-process\/"},"modified":"2026-02-16T19:18:52","modified_gmt":"2026-02-16T19:18:52","slug":"doubledutchs-customer-success-process","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/doubledutchs-customer-success-process\/","title":{"rendered":"DoubleDutch&#8217;s Customer Success Process"},"content":{"rendered":"\n<section id=\"introduction\">\n <h2>Introduction<\/h2>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/3\/oUVYvn2BAaC7oM-CrSRNwA\/lbLWx6KiaA4ayyB8nrNDHw\/DoubleDutch%E2%80%99s-Customer-Success-Process.png\" alt=\"Introduction\" target=\"_blank\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/3\/oUVYvn2BAaC7oM-CrSRNwA\/lbLWx6KiaA4ayyB8nrNDHw\/DoubleDutch%E2%80%99s-Customer-Success-Process.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p>We caught up with&nbsp;<a href=\"https:\/\/twitter.com\/aaronlapierre\" rel=\"nofollow\" target=\"_blank\">Aaron Lapierre<\/a> (<em>Vice President of Client Cervices at <a href=\"http:\/\/doubledutch.me\/\" rel=\"nofollow\" target=\"_blank\">DoubleDutch<\/a><\/em>) who kindly gave us a rundown of DoubleDutch's <a href=\"https:\/\/www.process.st\/checklist\/high-touch-customer-onboarding-for-saas-companies\/\" rel=\"nofollow\" target=\"_blank\">high-touch Customer Success<\/a> process.&nbsp;This has seen such success that, despite extra limitations through their extremely finite usage period, DoubleDutch has&nbsp;secured over $78m in funding since its founding in 2011 and currently&nbsp;serves&nbsp;over 1,000 customers.<\/p>\n  <p>This checklist will guide you through their <a href=\"https:\/\/www.process.st\/customer-success-manager\/\" rel=\"nofollow\" target=\"_blank\">highly effective customer success<\/a> method, which you can then apply to your own SaaS company.<\/p>\n  <p>After all, in the words of Lincoln Murphy, \"No Customer Success = No Your Success\".<\/p>\n <\/div>\n <div class=\"video-content\">\n  <div class=\"iframe-container\">\n   <iframe src=\"https:\/\/www.youtube.com\/embed\/1zHcaCoBB4w?modestbranding=1&amp;showinfo=0\" frameborder=\"0\" allowfullscreen=\"true\">\n            <\/iframe>\n  <\/div>\n  <div class=\"description\">An instance of DoubleDutch's product and customer success process in action during TfM&amp;A 2014<\/div>\n <\/div>\n<\/section>\n<section id=\"primary-kickoff-call\">\n <h2>Primary Kick-Off Call:<\/h2>\n<\/section>\n<section id=\"prepare-for-the-call\">\n <h2>Prepare for the call<\/h2>\n <div class=\"text-content\">\n  <p>As the <a href=\"https:\/\/www.process.st\/2015\/11\/what-is-customer-success\/\" rel=\"nofollow\" target=\"_blank\"><strong>c<\/strong><\/a><strong><a href=\"https:\/\/www.process.st\/2015\/11\/what-is-customer-success\/\" rel=\"nofollow\" target=\"_blank\">ustomer success<\/a> team is brought in immediately post-sale<\/strong>, the first major objective is<strong> to touch base with the customer <\/strong>and discuss key information with them. To that end, some <strong>preparation<\/strong> is needed.<\/p>\n  <p>Aaron told us that they&nbsp;first consider and<strong> prepare&nbsp;what they need to discuss during the primary kick-off call<\/strong>, such as rough details on the experience and timeline during their time with the company. These details can be <strong>recorded<\/strong> using the <strong>form fields<\/strong> below.<\/p>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer Name <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer Email <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"date-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Signup Date <\/label>\n   <div class=\"date-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"><i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here<\/button>\n   <\/div>\n  <\/div>\n <\/div>\n <div class=\"select-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer Plan <\/label> <select disabled class=\"form-control\"> <option value=\"An option will be selected here\">An option will be selected here<\/option> <\/select>\n  <\/div>\n  <ul class=\"items\">\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">1<\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">Free Trial<\/div>\n   <\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">2<\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">Free<\/div>\n   <\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">3<\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">Paid<\/div>\n   <\/li>\n  <\/ul>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Customer Details <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"date-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Date Of Kick-Off Call <\/label>\n   <div class=\"date-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"><i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here<\/button>\n   <\/div>\n  <\/div>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Kick-Off Call Details <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"text-content\">\n  <p>The <strong>call doesn't serve as the entire basis for requirements gathering<\/strong>&nbsp;and so some features such as specific files and headshots do not need to be brought up yet.<\/p>\n <\/div>\n<\/section>\n<section id=\"call-the-customer\">\n <h2>Call the customer<\/h2>\n <div class=\"text-content\">\n  <p>The Customer Success manager&nbsp;then carries out the<strong> primary kick-off call<\/strong> with the customer.<strong> One of the&nbsp;main aims of this call is to get<\/strong> a feel for the size and location of the event,&nbsp;along with&nbsp;other required&nbsp;<strong>logistical information<\/strong>. More importantly, however, <strong>the kick-off call serves as the first point of contact between the Success team and the customer<\/strong>.<\/p>\n  <p>You can jot down your <strong>notes<\/strong> from the call using the <strong>form field<\/strong> below.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Kick-Off Call Notes <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"text-content\">\n  <p>As such, <strong>the main meat of the call is focused on ensuring&nbsp;the customer's happiness and familiarity with the process<\/strong>&nbsp;rather than data gathering. Topics are discussed with the customer such as:<\/p>\n <\/div>\n <div class=\"multi-select-content form-field-content\">\n  <div class=\"form-group\">\n   <label> (Subtasks) <\/label>\n  <\/div>\n  <ul class=\"items\">\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">1<\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">What the process to their event is going to look like<\/div>\n   <\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">2<\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">The timeline of the&nbsp;process<\/div>\n   <\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">3<\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">The customer's goals (e.g. what they are planning to do with their event)<\/div>\n   <\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">4<\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">Key milestone dates (e.g. when they want to launch the app to their attendees)<\/div>\n   <\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">5<\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">Aspects of program management, such as what they want to tie back to the app&nbsp;from&nbsp;their event<\/div>\n   <\/li>\n  <\/ul>\n <\/div>\n <div class=\"text-content\">\n  <p>This is <strong>one of the most important stages in the Customer Success process<\/strong>, as it's \"an opportunity to set the tone for the relationship you\u2019ll have with your customer \u2013 to manage their expectations and start building customer loyalty\". Wise words from <a href=\"http:\/\/sixteenventures.com\/customer-success-definition\" rel=\"nofollow\" target=\"_blank\">Lincoln Murphy<\/a> indeed.<\/p>\n <\/div>\n<\/section>\n<section id=\"process-the-data-gathered\">\n <h2>Process the data gathered<\/h2>\n <div class=\"text-content\">\n  <p><strong>Data from the call<\/strong> is then<strong> used to start formulating recommendations<\/strong> to further the customer's success. For example, if the customer has expressed the need for their event to contain a live poll, a <strong>suitable training article or <a href=\"https:\/\/www.youtube.com\/playlist?list=PLYnlmJYfe5mvC0zQ7ra1lFuPlmxM07jXu\" rel=\"nofollow\" target=\"_blank\">webinar<\/a><\/strong>&nbsp;will need to be referred to them later on.<\/p>\n  <p><strong>Record<\/strong> these <strong>recommendations<\/strong> in the <strong>form field<\/strong> below.<\/p>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Recommendations <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"text-content\">\n  <p>Any specific needs the customer has should also be translated into a format that the app production team can later use to customize the event.<\/p>\n <\/div>\n<\/section>\n<section id=\"initial-followup\">\n <h2>Initial Follow-Up:<\/h2>\n<\/section>\n<section id=\"carry-out-the-initial-followup\">\n <h2>Carry out the initial follow-up<\/h2>\n <div class=\"text-content\">\n  <p>After data from the kick-off call is&nbsp;processed, Aaron walked us through the&nbsp;<strong>ini<\/strong><strong>tial follow-up<\/strong>. The structure of this <strong>depends on the level of event<\/strong> being carried out by the customer, as (naturally) customers with a <strong>higher event value <\/strong>need to be given <strong>extra communication to ensure<\/strong> their <strong>success<\/strong>.<\/p>\n  <p>At the <strong>basic level<\/strong>, the follow-up will be <strong>either a call or email including the final timeline<\/strong> of the creation of their app <strong>and the initial set of requirements<\/strong>. For example, the <strong>customer will be asked to submit hard deliverables<\/strong>&nbsp;such as&nbsp;a <a href=\"http:\/\/line25.com\/articles\/web-design-trend-showcase-splash-screen-revival\" target=\"_blank\" rel=\"nofollow\">splash-screen<\/a>,&nbsp;or&nbsp;headshots of any speakers&nbsp;ready for DoubleDutch to put into their event app.<\/p>\n  <p>Meanwhile, <strong>if the event is on the enterprise level, several extra calls may be made<\/strong> to ensure all details are stamped out pre-production and that the <strong>customer is fully at ease<\/strong> with the production of the app.<\/p>\n <\/div>\n<\/section>\n<section id=\"provide-webinars\">\n <h2>Provide webinars<\/h2>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/st-process-production.s3.amazonaws.com\/8b9d1861-87a7-4f48-8d4f-15c4940bf36a\/qzrUS83tKQKyHzxs9_dPag.png\" alt=\"Provide webinars\" target=\"_blank\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/st-process-production.s3.amazonaws.com\/8b9d1861-87a7-4f48-8d4f-15c4940bf36a\/qzrUS83tKQKyHzxs9_dPag.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p><strong>Webinars<\/strong> are a key training resource to both <strong>further a customer's success and engage them<\/strong> on a personal level. Aaron kindly went through the pros and cons of each kind of webinar used in the Success process, namely:<\/p>\n  <ul>\n   <li><strong>Recorded webinars<\/strong> - the bread and butter of the training scheme. Generic recorded webinars teach the customer almost everything that they need to know about using the product.<\/li>\n   <li><strong>Live webinars<\/strong> - explaining the topic while giving the customer the chance to ask any questions as you go along. However Aaron did&nbsp;report that the majority of questions asked during live webinars were not&nbsp;very unique, most being answerable by using the other basic training materials or webinars. Live webinars are an attractive option and can still serve a purpose in at least a marketing sense, however the time and resources may be better served to addressing any specific issues with an on-demand attitude.<\/li>\n  <\/ul>\n  <p><strong>Repeat customers may not need this information<\/strong>, but it is still useful to pass on; doing so potentially answers any queries without having to wait for another strategy call.<\/p>\n <\/div>\n<\/section>\n<section id=\"link-to-appropriate-training-articles\">\n <h2>Link to appropriate training articles<\/h2>\n <div class=\"text-content\">\n  <p>Along with the webinars, <strong>basic training articles are provided<\/strong> to each customer. These teach the customer how to use the basic <a href=\"http:\/\/doubledutch.me\/event-app.html\" target=\"_blank\" rel=\"nofollow\">features of the app<\/a>, along with how to&nbsp;upload their own materials and information.<\/p>\n  <p>Once again, <strong>repeat customers may not need this<\/strong>.&nbsp;However, even if not required the availability of these resources should not be limited to new customers; <strong>the provision (or at least access) of these articles can almost act as a pro-active <a href=\"https:\/\/www.zendesk.com\/blog\/operational-benchmarks\/\" target=\"_blank\" rel=\"nofollow\">form of support<\/a><\/strong>.<\/p>\n <\/div>\n<\/section>\n<section id=\"app-creation\">\n <h2>App Creation:<\/h2>\n<\/section>\n<section id=\"review-hard-deliverables\">\n <h2>Review hard deliverables<\/h2>\n <div class=\"text-content\">\n  <p>Once the customer has sent over the&nbsp;required&nbsp;<strong>hard delivarables<\/strong>, such as the icon displayed on the home screen of a phone or tablet, they&nbsp;need<strong>&nbsp;<\/strong>to be<strong> passed on to&nbsp;the&nbsp;app production team<\/strong>.<\/p>\n  <p><strong>Pending a possible queue<\/strong>, the <strong>deliverables and event details are relayed<\/strong>&nbsp;by DoubleDutch's Customer Success team <strong>as soon as possible<\/strong>, due to the finite usage period of each of their apps.<\/p>\n <\/div>\n<\/section>\n<section id=\"produce-the-app\">\n <h2>Produce the app<\/h2>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/st-process-production.s3.amazonaws.com\/6a8e2176-26f4-4a6e-8445-8ac8a942bde0\/jNeWF7Ijzw8HuO32i5xDdA.png\" alt=\"Produce the app\" target=\"_blank\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/st-process-production.s3.amazonaws.com\/6a8e2176-26f4-4a6e-8445-8ac8a942bde0\/jNeWF7Ijzw8HuO32i5xDdA.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p>With the hard deliverables and requirements all transferred, the <strong>app production team can then produce the app<\/strong>; this usually takes about a week. Aaron also pointed out that on of the&nbsp;very few <a href=\"http:\/\/mashable.com\/2013\/09\/04\/mobile-app-metrics\/#E5a8BlYiAiqL\" target=\"_blank\" rel=\"nofollow\">KPIs monitored<\/a> during the whole customer success process is also taken here, being <strong>the time the customer has to queue for their app<\/strong> before it is built and submitted.<\/p>\n  <p>Once the app is built it&nbsp;has to be<strong> <a href=\"https:\/\/www.process.st\/checklist\/how-to-publish-an-ios-app-on-the-app-store\/\" target=\"_blank\" rel=\"nofollow\">submitted to the Apple App Store<\/a> and <a href=\"https:\/\/www.process.st\/checklist\/how-to-publish-an-app-on-google-play\/\" target=\"_blank\" rel=\"nofollow\">Google Play Store<\/a><\/strong>&nbsp;for approval. This takes slightly longer than the production, as <strong>Apple has a review period of two weeks<\/strong> before making an app live.<\/p>\n <\/div>\n<\/section>\n<section id=\"followup\">\n <h2>Follow-up:<\/h2>\n<\/section>\n<section id=\"notify-the-customer-when-approved\">\n <h2>Notify the customer when approved<\/h2>\n <div class=\"text-content\">\n  <p>Once the app has been approved, the <strong>customer is notified where they can download it<\/strong>. Although incredibly simple the <strong>extremely finite usage period<\/strong> of DoubleDutch's event apps once again&nbsp;means that it is <strong>vital to contact the customer as soon as humanly possible<\/strong>.<\/p>\n  <p>Once&nbsp;the <strong>customer has the app<\/strong>, they can begin to <strong>go into the back-end&nbsp;management <\/strong>and <strong>start to populate it<\/strong>.<\/p>\n <\/div>\n<\/section>\n<section id=\"host-a-strategy-call\">\n <h2>Host a strategy call<\/h2>\n <div class=\"text-content\">\n  <p>As the customer populates the back-end of the app it makes sense to <strong>have a strategy call<\/strong> with them&nbsp;<strong>to ensure their success<\/strong> with this stage of the process.<\/p>\n  <p>This call will mostly <strong>focus on discussing what the content should look like, how it gets into the system and answering any questions<\/strong> they might have. The customer has gone through the training process by this point and so should already be fairly well onboarded and up to speed, but the strategy call can help to cement the involvement of the company as a welcoming and helpful guide.<\/p>\n  <p><strong>Aaron told us that, depending on the size&nbsp;of the event, DoubleDutch may hold several strategy calls&nbsp;<\/strong>to help the customer through the stages of populating the app. <strong>Strategy calls can also be held during the app creation process if more than one call is likely to be required<\/strong>. <strong>Repeat customers require&nbsp;fewer&nbsp;strategy calls<\/strong>; for example, if a customer runs weekly events, a bi-weekly strategy call to touch base should suffice once a few events have been successfully completed.<\/p>\n <\/div>\n<\/section>\n<section id=\"postevent\">\n <h2>Post-Event:<\/h2>\n<\/section>\n<section id=\"make-a-debrief-call\">\n <h2>Make a debrief call<\/h2>\n <div class=\"text-content\">\n  <p>This call is <strong>largely used to get feedback<\/strong> from the customer and to <strong>assess the success of the app<\/strong> relating to the event. <strong>NPS surveys will also be sent<\/strong> to the customer, and <strong>so&nbsp;this is more<\/strong> of a chance <strong>to enhance their user experience<\/strong>&nbsp;further&nbsp;after the event has taken place.<\/p>\n  <p>Subjects such as the <strong>success of the event<\/strong>, the <strong>functionality of the app<\/strong> and <strong>any issues<\/strong> with the product are discussed, but once again general NPS statements shoudl be absent.<\/p>\n <\/div>\n<\/section>\n<section id=\"send-postevent-nps-surveys\">\n <h2>Send post-event NPS surveys<\/h2>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/st-process-production.s3.amazonaws.com\/bf265681-c138-429a-8aab-e85f7803c326\/gTaWTf0nOnXSVGbqumlOew.png\" alt=\"Send post-event NPS surveys\" target=\"_blank\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/st-process-production.s3.amazonaws.com\/bf265681-c138-429a-8aab-e85f7803c326\/gTaWTf0nOnXSVGbqumlOew.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p>Aaron's final step in the Customer Success process was to<strong>&nbsp;send out <a href=\"https:\/\/www.groovehq.com\/blog\/net-promoter-score\" target=\"_blank\" rel=\"nofollow\">NPS surveys<\/a><\/strong>&nbsp;in order to <strong>measure the effectiveness of their Success process and general <a href=\"https:\/\/www.process.st\/2015\/08\/client-onboarding-process\/\" target=\"_blank\" rel=\"nofollow\">client onboarding<\/a><\/strong>.&nbsp;<\/p>\n  <p>Although general NPS questions including \"How likely are you to recommend us to others?\" are provided, more specific examples are also asked, such as:<\/p>\n  <ul>\n   <li>Was the customer success manager able to derive value through the product?<\/li>\n   <li>Did they discuss features that were relevant to your program's success?<\/li>\n   <li>Customized questions about the product in particular<\/li>\n  <\/ul>\n  <p>Programs such as <a href=\"http:\/\/www.typeform.com\/\" rel=\"nofollow\" target=\"_blank\">Typeform<\/a>, <a href=\"https:\/\/www.surveymonkey.com\/\" rel=\"nofollow\" target=\"_blank\">Survey Monkey<\/a>, <a href=\"https:\/\/www.formstack.com\/\" rel=\"nofollow\" target=\"_blank\">Formstack<\/a>&nbsp;or <a href=\"http:\/\/www.wufoo.com\/\" rel=\"nofollow\" target=\"_blank\">Wufoo<\/a>&nbsp;are invaluable in easily building online forms such as NPS Surveys, with DoubleDutch using Typeform until very recently.<\/p>\n  <p>As with any SaaS company, the NPS score is then calculated by subtracting the % of Detractors (scores of 1-6) from the % of Promoters (scores of 9-10).<\/p>\n <\/div>\n<\/section>\n<section id=\"repeat\">\n <h2>Repeat<\/h2>\n <div class=\"text-content\">\n  <p><strong>DoubleDutch's Customer Success process is then repeated for every new event&nbsp;or customer<\/strong> and <strong>all feedback is&nbsp;considered or acted upon<\/strong>&nbsp;to further improve results. The differences in practice with new versus repeat customers has already been stated in the previous tasks, however to summarize, repeat customers:<\/p>\n  <ul>\n   <li>Have the majority of training material removed unless required<\/li>\n   <li>Have fewer strategy calls, usually only to answer questions or to make quick recommendations<\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"sources\">\n <h2>Sources:<\/h2>\n <div class=\"text-content\">\n  <p><a href=\"https:\/\/twitter.com\/lincolnmurphy\" rel=\"nofollow\" target=\"_blank\">Lincoln Murphy<\/a> - <a href=\"http:\/\/sixteenventures.com\/customer-success-definition\" rel=\"nofollow\" target=\"_blank\">Customer Success: The Definitive Guide<\/a><\/p>\n  <p><a href=\"https:\/\/www.crunchbase.com\/\" rel=\"nofollow\" target=\"_blank\">CrunchBase<\/a> - <a href=\"https:\/\/www.crunchbase.com\/organization\/doubledutch#\/entity\" rel=\"nofollow\" target=\"_blank\">DoubleDutch<\/a><\/p>\n  <p><a href=\"http:\/\/doubledutch.me\/\" target=\"_blank\" rel=\"nofollow\">DoubleDutch<\/a> - <a href=\"http:\/\/doubledutch.me\/\" target=\"_blank\" rel=\"nofollow\">Home Page<\/a><\/p>\n  <p><a href=\"https:\/\/twitter.com\/aaronlapierre\" rel=\"nofollow\" target=\"_blank\">Aaron Lapierre<\/a> - DoubleDutch Customer Success Interview<\/p>\n  <p><a href=\"https:\/\/twitter.com\/alexmcclafferty\" rel=\"nofollow\" target=\"_blank\">Alex McClafferty<\/a> - <a href=\"http:\/\/www.forbes.com\/sites\/alexmcclafferty\/2015\/05\/18\/customer-success\/\" rel=\"nofollow\" target=\"_blank\">Customer Success: The Best Kept Secret of Hyper-Growth Startups<\/a><\/p>\n  <p><a href=\"https:\/\/twitter.com\/erinever\" rel=\"nofollow\" target=\"_blank\">Erin Everheart<\/a> - <a href=\"http:\/\/searchengineland.com\/5-ways-to-make-your-client-kickoff-meeting-a-success-174383\" rel=\"nofollow\" target=\"_blank\">5 Ways To Make Your Client Kickoff Meeting A Success<\/a><\/p>\n  <p><a href=\"https:\/\/startuplister.com\/\" target=\"_blank\" rel=\"nofollow\">Startuplister<\/a> - <a href=\"http:\/\/blog.startuplister.com\/typeform-free-online-form-builder\/\" target=\"_blank\" rel=\"nofollow\">Typeform: Online Forms Re-Invented<\/a><\/p>\n <\/div>\n<\/section>\n<section id=\"related-checklists\">\n <h2>Related Checklists:<\/h2>\n <div class=\"text-content\">\n  <p><a href=\"https:\/\/www.process.st\/checklist\/high-touch-customer-onboarding-for-saas-companies\/\" rel=\"nofollow\" target=\"_blank\">High-Touch Customer Onboarding for SaaS Companies<\/a><\/p>\n <\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Introduction We caught up with&nbsp;Aaron Lapierre (Vice President of Client Cervices at DoubleDutch) who kindly gave us a rundown of DoubleDutch's high-touch Customer Success process.&nbsp;This has seen such success that, despite extra limitations through their extremely finite usage period, DoubleDutch has&nbsp;secured over $78m in funding since its founding in 2011 and currently&nbsp;serves&nbsp;over 1,000 customers. This [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":3552,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ep_exclude_from_search":false,"cover_icon_emoji":"","cover_icon_url":"","tasks_count":"21","template_description":"See how DoubleDutch handles Customer Success for every new customer and event","template_id":"qE0G-IbYsA5mrMxIoQ9Apw","task_0":"Introduction","task_slug_0":"introduction","task_1":"Primary Kick-Off Call:","task_slug_1":"primary-kickoff-call","task_2":"Prepare for the call","task_slug_2":"prepare-for-the-call","task_3":"Call the customer","task_slug_3":"call-the-customer","task_4":"Process the data gathered","task_slug_4":"process-the-data-gathered","task_5":"Initial Follow-Up:","task_slug_5":"initial-followup","task_6":"Carry out the initial follow-up","task_slug_6":"carry-out-the-initial-followup","task_7":"Provide webinars","task_slug_7":"provide-webinars","task_8":"Link 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