Salesforce ISV Expert Success Series - How Salesforce Partners are Maximizing Renewal and Retention Rates

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Salesforce Partners are focusing on customer retention by driving adoption, cross-sell/upsell, and maximizing renewal rates across their install base.

Hear how Salesforce Partner, Brainshark, increased their customer retention by 7% in just 12 months by defining and adopting a customer health scoring system.

Since understanding their customer’s overall health, Brainshark has greater accuracy in renewals forecasting and prioritizing the activities of their Customer Success teams.

Join us on Tuesday, August 11th at 10 am (PT) as we share the secrets on increasing revenue from your install base and securing a higher company valuation by focusing on customer retention.

In this webinar, we will specifically answer questions like:

How to move from excel to a Customer Success solution?
Why having customer health scores changes the game?
Why valuations are tied to Customer Success metrics?

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  • Thank you Lincoln I am very happy to be here. I am with Brainshark which is located in Waltham, just outside of Boston and we are a SaaS company. We have a sales enablement solution that increases sales productivity and accelerates revenue through creating better sales conversations. To increase sales productivity, you need to make it EASIER for reps to have more successful sales interactions – every time, and at every stage of the buyer's journey. That's why our solution addresses the 3 key areas that have the greatest impact on sales productivity. Content – To Make it easy for reps to access the best sales content, right when they need it; Training –To onboard new hires faster and keep existing reps up-to-speed and effective; and Insight for sales management so that they can use analytics to understand how sales rep’s knowledge and behavior is affecting sales outcomes.
  • What goes into the score – integration of systems – weighting – alerting process
  • This is an example of our health scoring model. Every time Gainsight picks up new data, it will factor that into the health score; no need to update manually.
    You can assign different weights for each vital sign to account for some being a more important indicator toward customer health than others.
  • This is an example of our health scoring model. Every time Gainsight picks up new data, it will factor that into the health score; no need to update manually.
    You can assign different weights for each vital sign to account for some being a more important indicator toward customer health than others.
  • Salesforce ISV Expert Success Series - How Salesforce Partners are Maximizing Renewal and Retention Rates

    1. 1. ©2015 Gainsight. All Rights Reserved. Child-like Joy Salesforce ISV Expert Success Series Doug Chaney Ajay AgarwalLincoln MurphyVP, Customer Success Brainshark Pat Kelly Customer Success Evangelist Gainsight Managing Partner Bain Capital Ventures RVP ISV Partners Salesforce
    2. 2. ©2015 Gainsight. All Rights Reserved. Child-like Joy ©2015 Gainsight. All Rights Reserved. What does it mean to be a Customer Company? Doug Chaney RVP, ISV Partners Salesforce
    3. 3. ©2015 Gainsight. All Rights Reserved. Child-like Joy ©2015 Gainsight. All Rights Reserved. How Gainsight Thinks About Customer Success Lincoln Murphy Customer Success Evangelist Gainsight
    4. 4. ©2015 Gainsight. All Rights Reserved. What Peter Drucker said about customer success “The purpose of business is to create and keep a customer.” Peter Drucker
    5. 5. ©2015 Gainsight. All Rights Reserved. lower-case customer success When your customers achieve their Desired Outcome through their interactions with your company, that is customer success.
    6. 6. ©2015 Gainsight. All Rights Reserved. Desired Outcome defined Desired Outcome has two parts: Required Outcome and Appropriate Experience.
    7. 7. ©2015 Gainsight. All Rights Reserved. Do you know enough to achieve customer success? • What matters to the company (customer)? • How do we judge success? • At the Company level? • Org level? • Individual level? • Qualitative and Quantitative
    8. 8. ©2015 Gainsight. All Rights Reserved. Attrition • Attrition Issues are often the initial catalyst for investing in Customer Success • Once the bleeding stops, growth comes into focus
    9. 9. ©2015 Gainsight. All Rights Reserved. But let me be very clear… Expansion only happens when the customer is achieving their Desired Outcome
    10. 10. ©2015 Gainsight. All Rights Reserved. Child-like Joy ©2015 Gainsight. All Rights Reserved. The VC Perspective on Customer Success Ajay Agarwal Managing Director Bain Capital Ventures
    11. 11. ©2015 Gainsight. All Rights Reserved. How do we calculate Net Revenue Retention? Existing RevenueExisting Revenue Expansion Revenue Expansion Revenue Lost CustomersLost Customers Net RevenueNet Revenue
    12. 12. ©2015 Gainsight. All Rights Reserved. Why Your Board Cares About Customer Success 0x 5x 15x 20x 60% 70% 80% 90% 100% 110% 120% Source: Altimeter and FactSet 10/2014 10x
    13. 13. ©2015 Gainsight. All Rights Reserved. How Customer Success Effects Valuation • Customer Success is the Foundation for Growth and Revenue. • How much value are you delivering to your customers? Are your customers seeing 10x more value than what they are paying? • Are your customers enthusiastic about your product/service. Will they buy more from you? Will they refer you to other clients? • Is it dramatically easier and cheaper to expand your existing customer relationship than it is to sell a brand new customer?
    14. 14. ©2015 Gainsight. All Rights Reserved. Child-like Joy ©2015 Gainsight. All Rights Reserved. Brainshark Customer Success Case Study Brainshark sales enablement software increases sales productivity and accelerates revenue through creating better sales conversations. Content – Training - Insight Pat Kelly VP, Customer Success Brainshark
    15. 15. ©2015 Gainsight. All Rights Reserved.
    16. 16. ©2015 Gainsight. All Rights Reserved. Brainshark: Customer Health Score Elements 1 2 3 4 5 6 7 8 9
    17. 17. ©2015 Gainsight. All Rights Reserved. Data-driven health scores to identify customer pain points • Scorecards summarize health across your most critical metrics • See components over time to see exactly why overall scores changed • Qualitative and quantitative scores to handle the “art and science” of customer success
    18. 18. ©2015 Gainsight. All Rights Reserved. Roll-up of Accounts & their health scores
    19. 19. ©2015 Gainsight. All Rights Reserved. Brainshark: Customer Health Score Components Usage Data CSM Assessment Data Engagement Data CSM Score
    20. 20. ©2015 Gainsight. All Rights Reserved. Brainshark: Customer Health Score Components Usage Data CSM Score Engagement Data CSM Assessment Data Alerts/Alerts/ CTAsCTAs Alerts/Alerts/ CTAsCTAs MetricsMetricsMetricsMetrics
    21. 21. ©2015 Gainsight. All Rights Reserved. Brainshark: Metrics Platinum Customer Gold Customer Silver Customer
    22. 22. ©2015 Gainsight. All Rights Reserved. Brainshark: Metrics
    23. 23. ©2015 Gainsight. All Rights Reserved. Brainshark: Results
    24. 24. ©2015 Gainsight. All Rights Reserved. Watch our Deep Dive Session and Download the questionnaire Julia Guyadeen from Gainsight and Edward Hejtmanek of Ooyala will walk you through the creation of a health score. Download our health score questionnaire to create a health score for your organization.
    25. 25. ©2015 Gainsight. All Rights Reserved. Questions for our panel ©2015 Gainsight. All Rights Reserved.
    26. 26. ©2015 Gainsight. All Rights Reserved. THANK YOU ©2015 Gainsight. All Rights Reserved.

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