b2b big data challenges, nick mehta, gainsight [firstmark's data driven]
TRANSCRIPT
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Nick MehtaCEO
12 | 14 | 2015
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Child-like Joy
@nrmehta
me
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©2015 Gainsight. All Rights Reserved.
9 of top 25* large cap software
companies including…
15 of 43** publicly-traded
cloud companies including…
9 of 28*** “unicorn”
private cloud companies including…
Gainsight: Powering Customer Success Leaders
* PWC Global 100 software study; ** Bessemer Cloud Index; *** Bessemer State of the Cloud report
+ 250 More…
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Confession…
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©2015 Gainsight. All Rights Reserved.
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©2015 Gainsight. All Rights Reserved.
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©2015 Gainsight. All Rights Reserved.
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5 Challenges
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Challenge #1
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Drift in Schema
Revenue
Revenue_2
Final_Revenue
Final_Final_Revenue
Use_This_Revenue
Common Keys
SFDC ID
Back-end ID
Zendesk ID
…
Account Hierarchy
GE >
GE Energy >
GE Energy Marketing
…
Drift in Time
New products
New channels
New pricing
…
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Challenge #2
Snowflakes
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Our CEOs are friends…
Different productsDifferent use cases
Big deals Customization
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Challenge #3
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Visitors
Leads
Opportunities
CustomersActive
CustomersChurns
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Challenge #4
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Average Predicted AUC = 0.81
TRUE AUC = 0.77
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“What percent of the time is this right?”
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Challenge #5
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“I called one of the supposedly A-leads and they were totally not a fit”
“One of our best prospects was listed as a B”
“That customer shows green in the system but is unhappy”
“I called the ‘at risk’ customer and they are totally fine”
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5 Suggestio
ns
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©2015 Gainsight. All Rights Reserved.
Data quality =>
Data variance =>
Data points =>
Model understanding =>
Driving change =>
Focus on recent data
Analyze by segment
Solve for leading metrics
Times better than random
Track and automate actions
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Questions?