salesforce isv expert success series - how salesforce partners are maximizing renewal and retention...
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©2015 Gainsight. All Rights Reserved.
Child-like Joy
Salesforce ISV Expert Success Series
Doug Chaney Ajay Agarwal
Lincoln Murphy
VP, Customer Success
Brainshark
Pat Kelly Customer Success
EvangelistGainsight
Managing PartnerBain Capital
Ventures
RVP ISV PartnersSalesforce
©2015 Gainsight. All Rights Reserved.
Child-like Joy
©2015 Gainsight. All Rights Reserved.
What does it mean to be a Customer Company?
Doug ChaneyRVP, ISV Partners
Salesforce
©2015 Gainsight. All Rights Reserved.
Child-like Joy
©2015 Gainsight. All Rights Reserved.
How Gainsight Thinks About Customer Success
Lincoln MurphyCustomer Success EvangelistGainsight
©2015 Gainsight. All Rights Reserved.
What Peter Drucker said about customer success
“The purpose of business is to create
and keep a customer.”
Peter Drucker
©2015 Gainsight. All Rights Reserved.
lower-case customer success
When your customers achieve their Desired Outcome through their
interactions with your company, that is customer success.
©2015 Gainsight. All Rights Reserved.
Desired Outcome defined
Desired Outcome has two parts:Required Outcome and
Appropriate Experience.
©2015 Gainsight. All Rights Reserved.
Do you know enough to achieve customer success?
• What matters to the company (customer)?
• How do we judge success?• At the Company level?• Org level?• Individual level?
• Qualitative and Quantitative
©2015 Gainsight. All Rights Reserved.
Attrition
• Attrition Issues are often the initial catalyst for investing in Customer Success
• Once the bleeding stops, growth comes into focus
©2015 Gainsight. All Rights Reserved.
But let me be very clear…
Expansion only happens when the customer is achieving their Desired
Outcome
©2015 Gainsight. All Rights Reserved.
Child-like Joy
©2015 Gainsight. All Rights Reserved.
The VC Perspective on Customer Success
Ajay Agarwal
Managing DirectorBain Capital
Ventures
©2015 Gainsight. All Rights Reserved.
How do we calculate Net Revenue Retention?
Existing RevenueExisting Revenue
Expansion Revenue
Expansion Revenue
Lost CustomersLost Customers
Net Revenue
Net Revenue
©2015 Gainsight. All Rights Reserved.
Why Your Board Cares About Customer Success
0x
5x
15x
20x
60% 70% 80% 90% 100% 110% 120%
Source: Altimeter and FactSet 10/2014
10x
©2015 Gainsight. All Rights Reserved.
How Customer Success Effects Valuation
• Customer Success is the Foundation for Growth and
Revenue.
• How much value are you delivering to your customers? Are your
customers seeing 10x more value than what they are paying?
• Are your customers enthusiastic about your product/service. Will they
buy more from you? Will they refer you to other clients?
• Is it dramatically easier and cheaper to expand your existing customer
relationship than it is to sell a brand new customer?
©2015 Gainsight. All Rights Reserved.
Child-like Joy
©2015 Gainsight. All Rights Reserved.
Brainshark Customer Success Case Study
Brainshark sales enablement software increases sales productivity and accelerates revenue through creating better sales conversations. Content – Training - Insight
Pat Kelly VP, Customer
SuccessBrainshark
©2015 Gainsight. All Rights Reserved.
Data-driven health scores to identify customer pain points
• Scorecards summarize health across your most critical metrics
• See components
over time to see exactly why overall scores changed
• Qualitative and quantitative scores to handle the “art and science” of customer success
©2015 Gainsight. All Rights Reserved.
Brainshark: Customer Health Score Components
Usage Data
CSM Assessment Data
Engagement
Data
CSM Score
©2015 Gainsight. All Rights Reserved.
Brainshark: Customer Health Score Components
Usage Data
CSM Score
Engagement
Data
CSM Assessment Data
Alerts/Alerts/CTAsCTAsAlerts/Alerts/CTAsCTAs
MetricsMetricsMetricsMetrics
©2015 Gainsight. All Rights Reserved.
Brainshark: Metrics
Platinum Customer
Gold Customer
Silver Customer
©2015 Gainsight. All Rights Reserved.
Watch our Deep Dive Session and Download the questionnaire
Julia Guyadeen from Gainsight and Edward
Hejtmanek of Ooyala will walk you through the
creation of a health score. Download our
health score questionnaire to create a health
score for your organization.
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