moneyball case study: the atlassian story of customer success
TRANSCRIPT
©2015 Gainsight. All Rights Reserved.
President
Jay Simons
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
Delivery matters!
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©2015 Gainsight. All Rights Reserved.
Every company is a software company
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Atlassian helps teams get to done!
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©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
Our model
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A new approach to enterprise software
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Customer success @ most companies
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Customer success @ Atlassian
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Customer success @ Atlassian
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How likely are you to recommend Atlassian to a friend?
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Out of 362 leading companies surveyed, 80% believe they deliver a superior customer experience, but only 8% of their customers agree.
BAIN & COMPANY
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©2015 Gainsight. All Rights Reserved.
+35
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©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
+7
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©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
Learnings
1. End-users matter (expect -20-30 pts difference)
2. Change takes more time than you think
3. Create a system + a team
4. Celebrate the wins
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.