critical capabilties of customer success solutions

2014 Gainsight, Inc. All rights reserved.

The Critical Capabilities of

Customer Success Solutions

April

2014


Housekeeping

• Q&A panel on your right • Recording for colleagues who can’t make it• All attendees will receive slides• Twitter hashtag #customersuccess


Today’s Panelists

Jason LemkinManaging Director

@jasonlk

Stephanie StapletonDirector – Customer Success

Nick MehtaCEO

@nrmehta


What We’ll Cover

• Why should I consider a CSM solution?• What are my requirements?• How should I select a solution?• Who do I need to convince internally?• Where can I find budget?• When will I see value?


WHY SHOULD I CARE?


It’s About Growth

Compounding: 80% vs 90% retention YoY

80% retention 90% retentionTime

Revenue


Today's Customers Produce Most of Tomorrow's Revenue


Net Net, Don’t Underinvest

Attitudinal loyalty, vs. mere behavioral loyalty, is critical for

SaaS revenue

Identifying “almost churn" is some of

highest ROI

You can save far, far more customers than

you might think


WHAT ARE MY REQUIREMENTS?


Success by Customer Segment


Success for Every Stage of Life


HOW DO I EVALUATE?


Platform Capabilities

Extensibility

IntegrationUsability

Security

Analytics & Data Science


Usability Criteria

How do users want to access the system?

Do they want another app?

Do they want it embedded in an existing system?

What kind of reports or data will help most?

Do they need a workflow system to manage activities?


Integration Criteria

What existing systems will you need to connect?

What methods of integration will you need?

Where will you get relationship data?

What external and public data would be useful?

How do you plan to capture usage data?


Analytics & Data Science Criteria

What type of analyses will you need to run?

Is usage and adoption key?

How will you segment your customers?

Do you want to predict future outcomes?

How do you attribute causes of success or churn?


Security Criteria

How do you think about storage for your data?

What will happen if there is a disaster?

Who has access to your data?

Do you want different levels of permission?

What SLAs does your business require?


Extensibility Criteria

How will you scale this solution to different groups?

Can the data model handle more data sources?

Are their APIs or tools to get data in and out?

How future-proof are integration bridges?

Will this data need to be shared with your customers?


Should I Build?Scalability ConsiderationsStoring time series data, like usage trends, in Salesforce is complicated.

Storing large volumes of data (e.g. user-level application activities) in Salesforce is costly due to storage and Apex governor limits.

Filtering data to drive Alerts and Playbooks without hitting Salesforce.com Apex governor limits.

Integration Considerations

Capturing and blending granular usage data often drain engineering resources.

Customer Success teams will need more information, from more data sources, over time to drive customer health.

Custom integrations to external data sources are often brittle and hard to maintain.

Usability Considerations

Customer Success and Sales teams already have too many tools, making adoption of new systems challenging.

Business Intelligence (BI) and reporting systems often get limited usage internally.

Management teams don’t have an easy way to validate adoption of internal tools beside anecdotes.

Maintenance Considerations

Internal Salesforce teams are often stretched for resources and prioritize the needs of the Sales team.

Companies find it difficult to stay current with upgrades to underlying systems, like Salesforce, Marketo, or Netsuite.

Reports and workflow often fall out of date with the current state of the business.

Innovation Considerations

Customer Success is a evolving discipline with constantly evolving best practices.

Data Science is a powerful, but complex area when applied to customer retention.

New Customer Success product innovations are numerous to keep up with.


Template to Start


WHO DO I CONVINCE?


Enterprise Customer Success Spectrum


WHERE DO I FIND BUDGET?


What Are The Benefits?

$3MM+Revenue from

retention

$1MM+Higher Cross-sell,

Upsell

$2MM+Lower OpEx Costs


Calculate Your ROI

Reduce Churn

Scale Team

Drive Upsell


WHEN WILL I SEE VALUE?

GildCustomer Success for Growth

What is Gild

Gild’s Challenge

10X

Our Criteria

Reporting

Our Criteria

Reporting

Prioritization

Our Criteria

Reporting

Prioritization

Proactive Prediction

Best Practices

Our Timeframe


[email protected]


Thanks For Joining!

critical capabilties of customer success solutions

Business

data need

filtering data

public data

data model

relationship data

granular usage data

customer success teams

external data sources