Date post: | 04-Aug-2015 |
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©2015 Gainsight. All Rights Reserved.
The Customer Success Nuances of On Premise Solutions
Moderator: Irit Eizips, Customer Success Consultant, CSM PracticePeter Armaly, Director of Customer Success at BMCAnjanette Hill Mendoza, VP of Customer Success at Advent
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VP, Customer Success
Anjanette Hill-Mendoza
©2015 Gainsight. All Rights Reserved.
Advent Software
About Advent:
•Leader in investment management software space, assisting our more than 4200 customer firms in 60 countries evolve and grow their business for 32+ years
•Focused on our Customers’ unique strategies and delivering exceptional investor services
A little about Me (@anjaneth):
•More than 18 years of experience in B2C and B2B Customer Success•SaaS and transactional/on prem software solutions•Customers, and bases, of all shapes and sizes
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Today’s Theme is…
Engagement
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On Premise Customers: a comparison
• Strong renewal rates• Loyalty is an understatement• TTV can be long• Highly customized solution• Customers can be slow to
innovate
• Good to Great renewal rates
• Relationship(s) is key
• TTV usually shorter
• Out of the box solution
• Customers love to innovate
On Premise Solutions SaaS Solutions
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Engaging without Product Usage Data
No Usage Data?
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Customer Temperature Gauges Come in Many Forms
• Involvement with support• Community engagement• Sentiment via surveys• Services usage• ARR growth• Upgrade and versions
history
• Willingness to act as reference• Conference/user groups/ CAB• Product feedback• Business review frequency• Your Customers’ success
metrics
Quantitative Qualitative
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With those Gauges in Mind…
Customer Success is about YOUR level of engagement with the
Customer
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Traditional Customer Lifecycle
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Customer Lifecycle with Engagement and Gauges
Kick-Off Meeting
Strategy Session
‘Graduation’ Business Review
Health CheckTraining
Renewal Assist/BR
Success Metrics
Success Metrics
Community & Survey
Community & Survey
All of the Above
All of the Above
Support, Survey, Success Metrics
Support, Survey, Success Metrics
Support, ARR Growth, Surveys
Support, ARR Growth, Surveys
Services Usage
Services Usage
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Make it Consistent
Consistency is key: provide a CSM workflow
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Review and Calls to Action
•Customer Success is Customer Success regardless of the solution
•Engagement is ALWAYS key• Determine the temperature gauges that make
sense for your Customers AND business goals• Use those temperature gauges to build an
thoughtful Customer lifecycle • Provide your CSMs with a workflow that keeps
them on track
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Director Customer Success
Peter Armaly INSERT
YOURPHOTOHERE
INSERTYOUR
PHOTOHERE
INSERT OR TYPE YOUR COMPANY
NAME HERE
INSERT OR TYPE YOUR COMPANY
NAME HERE
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Who is BMC?
• Leaders in the IT management space for 35 years• 6000 employees• 16,000 customers• $2.2B revenue• Solutions:
• IT Operations• IT Service Management• Workload Automation• Cloud Management• IT Automation• Mainframe
But those are just facts and statistics
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BMC - Brand Video - Bring IT to Life 041615.wmv
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Some historical facts about On-Premise Customer Success
at BMC
• 230 - the number of accounts (globally) that have been assigned to CSMs in each of the last three years
• 5 – the typical number of accounts assigned to a CSM• 75% – the average amount of time spent by a CSM on
reactive support-related concerns/issues • 0 - the number of automation tools utilized by the on-
premise Customer Success organization• 0 – the number of cross-sells and up-sells affected by
Customer Success in over 15,000 accounts
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Some simple facts or why we did what we did
• 23% - the premium a company can expect from a fully engaged customer compared with an average customer *
• 13% - the discount a company can expect from a fully disengaged customer *
• 37% - the increase in revenue that fully engaged customers represent compared to customers who are actively disengaged *
• Customer Success was an investment with a debatable return• Difficult to draw a line between a CSM and revenue
* Source: Gallup Business Journal July 2014
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Differences in the on-prem world
• Time to value much longer• Typically much more heavily customized• Support is more challenging• Smaller, SaaS-based competitors nipping at our exposed
(large) flank of mid and lower tier customers• Product adoption was key but difficult to gauge and drive
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The opportunity and goals
• Positively influence a vast under-served territory – NPS 10%• Smoother and more effective on-boarding – 100% of
products• Support deflection – 50%• Higher renewal rates - 5%• Expanded footprint - 5%• Customer advocacy - 50% enrollment• Drive product adoption – 50%
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How we leapt the internal hurdles
• Broad end-to-end post-sales big picture approach• Evangelism• Shamelessly exploited BMC’s transformation story• Executive endorsement/leadership• CCO support and involvement • Expert industry advice• Design leverages existing technology investments
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Smart Touch Engagement Model
• Dashboards• CSM • Management• 360 view• Cockpit• Playbook CTAs• Onboarding• Renewals• Support• Key Metrics• None, just validating
product functionality and dashboard views
• Accounts• 150• CSMs• 3• Playbook CTAs• Onboarding• Renewals• Support• Integrations• Remedy• Salesforce• Key Metrics• Touches/Account/CSM• Playbook stats
• Accounts• 750• CSMs• 5• Playbook CTAs• QBR• Engagement• Adoption• Integrations• Service Cloud • Influitive• Jive• OpenAir• Key Metrics• NPS • Renewals• Customer engagement• Customer health
• Accounts• 2250• CSMs• 15• Playbook futures• Compound workflows• Predictive analytics• Customer profiling• Key Metrics• NPS• Revenue• Customer health• Customer advocacy
Sales
Education
POCMarch POC
March Phase 1
FY16 – Q1Q2Phase 1
FY16 – Q1Q2Phase 2
FY16 – Q3Q4Phase 2
FY16 – Q3Q4Phase 3
FY17Phase 3
FY17
Support ServicesRenewals Marketing
Technology Stack (Gainsight, Eloqua, Influitive, Jive, Salesforce, Service Cloud) – Health Scoring, Playbook EngineTechnology Stack (Gainsight, Eloqua, Influitive, Jive, Salesforce, Service Cloud) – Health Scoring, Playbook Engine
Product Mgmt
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The sweet spot is about to happen
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THANK YOU