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The Critical Capabilities of
Customer Success Solutions
April
2014
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Housekeeping
• Q&A panel on your right • Recording for colleagues who can’t make it• All attendees will receive slides• Twitter hashtag #customersuccess
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Today’s Panelists
Jason LemkinManaging Director
@jasonlk
Stephanie StapletonDirector – Customer Success
Nick MehtaCEO
@nrmehta
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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?
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WHY SHOULD I CARE?
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It’s About Growth
Compounding: 80% vs 90% retention YoY
80% retention 90% retentionTime
Revenue
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Today's Customers Produce Most of Tomorrow's Revenue
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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
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WHAT ARE MY REQUIREMENTS?
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Success by Customer Segment
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Success for Every Stage of Life
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HOW DO I EVALUATE?
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Platform Capabilities
Extensibility
IntegrationUsability
Security
Analytics & Data Science
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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?
2014 Gainsight, Inc. All rights reserved.
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?
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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?
2014 Gainsight, Inc. All rights reserved.
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?
2014 Gainsight, Inc. All rights reserved.
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?
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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.
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Template to Start
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WHO DO I CONVINCE?
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Enterprise Customer Success Spectrum
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WHERE DO I FIND BUDGET?
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What Are The Benefits?
$3MM+Revenue from
retention
$1MM+Higher Cross-sell,
Upsell
$2MM+Lower OpEx Costs
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Calculate Your ROI
Reduce Churn
Scale Team
Drive Upsell
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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
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Thanks For Joining!