DAN STEINMANCHIEF CUSTOMER OFFICER / GAINSIGHT

WELCOME TO THE CUSTOMER SUCCESS

MOVEMENT

THE BALANCING ACT

SalesCustomer Success

TRANSACTION ECONOMY FUNNEL

Reactive Customer Service

ProactiveCustomer

AcquisitionSales

$

Post-Sales

RELATIONSHIP ECONOMY HOURGLASS

Reactive Customer Service

Sales

$

Post-Sales

$ $$

Adopt Expand Renew

In a recurring revenue world, there’s no such

thing as Post-Sales

ProactiveCustomer

Acquisition

COOPERATION, NOT BALANCE

SALES CUSTOMER SUCCESS

1.How / If Customer Success should influence new acquisition Sales?

2.How to handle Sales transactions that happen after the initial deal?

TRANSFORMATIONAL CUSTOMER SUCCESS

“A commitment, with associated investment and authority, to making your customer and customer

lifetime value the focal point of your company”

STANDARD ORGANIZATION

THE CS MATURITY LADDER

Adoption

Retention

Expansion

Optimization

Transformation

Business Maturity

Succ

ess

Mat

urit

y

On-Boarding

Marketing

Product

Sales

Finance

Services

Support

Training

Customer Success

TRANSFORMING NEW ACQUISITION SALES

•Is maximizing the initial deal size always the right thing to do?Sales

Customer Success

•Does Customer Success have veto power over deals in the pipeline?

•Can CS help objectively assess the risk of deals in the pipeline?

POWER SHIFT

Sales Customer Retention

TRANSFORMING INSTALLED BASE SALES

•Sales or CS doing renewals?

Sales

Customer Success

•CS as key lead gen engine for Product and Services upsells?

•Sales or CS doing upsells?

•Rules of Engagement for upsell opportunities?

DISCUSSION