How to Win New Business through Customer Success

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The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.

In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

This presentation - How to Win New Business through Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Xactly, Lithium Technologies, Hightail

Published in: Sales, Business, Technology
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How to Win New Business through Customer Success

  1. 1. How to Win New Business through Customer Success Bernie Kassar SVP, Customer Success & Support Abhay Rajaram VP Customer Success Misha Logvinov VP Customer Success
  2. 2. Bernie Kassar SVP, Customer Success & Support • OWN POST IMPLEMENTATION CUSTOMER EXPERIENCE • CAREER PATH • Sales / Business Development • Customer Advocacy • Customer Success & Support • PREVIOUS COMPANIES: Endeca (Oracle), Callidus, Compuware, InfoTronics & Deluxe Corporation.
  3. 3. About Xactly Corporation • LEADER IN SAAS INCENTIVE COMPENSATION MANAGEMENT • FASTEST GROWING PROVIDER (OVER 650+ CUSTOMERS) • FOCUSED EXCLUSIVELY ON INCENTIVES AND COMPENSATION • MANAGING >$4 BILLION IN COMMPENSATION ANUALLY
  4. 4. Customer Success & Support Focus Areas Net-Net = Make Customers “Happy!” - Product Questions - Break / Fix - Self Service - Knowledge Base Customer Success Customer Support - Adoption - Renewals - Add-On Revenue - Customer References
  5. 5. Customer Success Coverage Model Enterprise Medium Size Business SMB 4001+ Employees Up to 350 Employees 351 - 4000+ Employees Customer Success Coverage Model Mirrors our Sales Model
  6. 6. Customer Success Initiatives 1 2 3 Grow Premium Support Customer Base Add-On Revenue (Land & Expand) Customer Success Index: CSI via Score Cards
  7. 7. 1 2 3 Involve your Customers Early Anticipate your Customer’s Next Move Continually test the Customer Experience Things to Think About
  8. 8. • Executive ownership of customer success • Renewals, customer support, customer programs, new business, insights & tools • Previously CIO and other technology leadership roles Chief Customer Officer Lithium Technologies Misha Logvinov @mishalogvinov
  9. 9. Our software helps brands build deeper connections with customers Respond to social conversations at scale Build engaging online communities Understand consumer profile & reputation Lithium Technologies @mishalogvinov
  10. 10. Lithium Customer Success Team ▪ (1) Director, Customer Success ▪ (4) Customer Success Advocates ▪ (4) Account Managers ▪ (20) Global Customer Support ▪ Strongly aligned with Sales, Services, Marketing, Product, Finance @mishalogvinov
  11. 11. Lithium Customer Success Blueprint
  12. 12. Plans for 2014 ▪ Elevate account management strategy & function ▪ Map and implement post-(initial)sales customer journey ▪ Evolve descriptive customer health analytics into a predictive / prescriptive toolkit that enables key decisions ▪ Mature processes for customer health management @mishalogvinov
  13. 13. Abhay Rajaram VP Customer Success Hightail • Executive customer champion • Background in product, marketing, services, and engineering • Cisco, IronPort, 3Com, Wipro • Wannabe soccer star, proud dad
  14. 14. A cloud file sharing solution for professionals About Hightail
  15. 15. Customer Success at Hightail • Professional Services • Deployment, Optimization, Integrations, Custom Implementations • Customer Engagement • Adoption, Usage, Renewal (and everything in between!) • Training and Education • Content, Community • Customer Support
  16. 16. Our Customer Success Journey Through 2012 • Build and Organize 2013 • Execute and Scale 2014 • Optimize and Invent
  17. 17. Driving New Business • Engage Early in the Sales Cycle • Create Evangelists • Upsells! • Translate VOC into Product • Monetize Customer Success…
  18. 18. Thoughts? Tweet questions / comments to @AbhayRajaram
  19. 19. Q & A

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