State of the Union: Customer Success in Europe
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In this webinar, “State of the Union: Customer Success in Europe.” Lauren Olerich, Director of Customer Marketing & EMEA, Gainsight, presented alongside special guests Cyrille Saulnier, SVP Customer Success, SmartFocus, and Martine Niermans, Chief Customer Officer, Bynder.
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State of the Union: Customer Success in Europe
- 1. EU State of the Union in Customer Success Lauren Olerich Dir. CM & EMEA, Gainsight Martine Niermans CCO, Bynder Cyrille Saulnier SVP - CS, Smartfocus
- 2. ©2015 Gainsight. All Rights Reserved. Agenda The Definition Of Customer Success In Europe The Responsibilities Of A European Customer Success Manager Managing The Customer Base Scaling The Team Managing The Complexity Of Europe Working With Channel Partners
- 3. ©2015 Gainsight. All Rights Reserved. 78 Survey Responses 74% 13% 5% 4% 4% Customer Success Account Mgmt Biz Ops Analytics Other R ole Level R evenues 10% 17% 17% 33% 13% 10% >5000 5000 - 1000 1000 - 500 500 - 100 100 - 500 <50 Employees 5% 15% 29% 46% 3% 1% CxO VP Director Manager Specialist Associate 12% 13% 14% 32% 8% 22% >$1B $1B - $500M $500M - $100M $100M - $25M $25M - $10M <$10M
- 4. ©2015 Gainsight. All Rights Reserved. The Definition Of Customer Success In Europe
- 5. ©2015 Gainsight. All Rights Reserved. Is Customer Success Just A Buzzword? Is The Title of Cus tomer H er e To Stay? Is Inves ting In C loud Tec hnology A Mus t? 12% 88% No, it's just the newest buzzword for the Account Management / Support / Renewals Title Yes, it is an imperative of The Subscription Economy 6% 94% No, on-premise technology is still a viable solution Yes, it is the path forward
- 6. ©2015 Gainsight. All Rights Reserved. The Responsibilities Of A European CSM
- 7. ©2015 Gainsight. All Rights Reserved. A Truly Cross-Functional Role The R es pons ibilities Of A Eur opean C SM 40% 38% 10% 8% 4% Product Adoption / Usage Customer Satisfaction Contract Renewal Revenue Expansion Product Training
- 8. ©2015 Gainsight. All Rights Reserved. Managing The Customer Base
- 9. ©2015 Gainsight. All Rights Reserved. Coverage Model and Outreach Avg # Of C us tomer s Managed Annually Avg # Of Pr oac tive Outr eac hes Annually 6% 4% 6% 12% 15% 27% 22% 8% Other > 500 250 - 500 100 - 250 50 - 100 25 - 50 5- 25 < 5 1% 1% 40% 51% 7% Annually Semi-Annually Quarterly Weekly Daily
- 10. ©2015 Gainsight. All Rights Reserved. Managing The Entire Customer Spectrum Avg # Of Cus tomer Ons ite Vis its Annually D epar tment That Ow ns C us tomer N ur tur e Outr each 19% 12% 14% 23% 24% 8% Other Annually Semi-Annually Quarterly Monthly Weekly 8% 24% 68% Other (please comment) Customer Success Marketing
- 11. ©2015 Gainsight. All Rights Reserved. Scaling The Team
- 12. ©2015 Gainsight. All Rights Reserved. Building The Team Key Languages To Hire Regardles s Of Cus tomer Bas e Profile 5% 9% 12% 24% 46% 53% 99% Other Italian Dutch Spanish German French English
- 13. ©2015 Gainsight. All Rights Reserved. Managing The Complexity Of Europe
- 14. ©2015 Gainsight. All Rights Reserved. Things Can Get Complicated Fast European Complexity Drivers 10% 15% 19% 22% 33% Working with US HQ Partner Community Regional Data Security Other Language
- 15. ©2015 Gainsight. All Rights Reserved. Working With Channel Partners
- 16. ©2015 Gainsight. All Rights Reserved. Working With The Channel Partner Margin Program Produc t Adoption Res pons ibility 5% 44% 51% Yes, but only on the support contract No, only the initial sale Yes, on the subscription and support contract 24% 76% The Channel Partner The vendor, via the Customer Success Team
- 17. Questions? Lauren Olerich Dir CM & EMEA, Gainsight Martine Niermans CCO, Bynder Cyrille Saulnier SVP - CS, Smartfocus
Editor's Notes
- Martine - why don’t you kick us off and offer your perspective, is this just a rebranding exercise? If it is not, what is your definition of Customer Success? Cyrille - based on our conversation earlier, you might have a different opinion and please share your definition if it differs from Martine Dan - In terms of cloud versus on-prem, you might have a counter opinion to these survey results especially at Box
- Marcus - explain the key operational responsibilities of your team at Linkedin and why you structured it that way? Open question to the group - do any of you have your CMS drive a commercial discussion? Why? If that’s not the case, why not? Cyrille - how do you think about structuring compensation for your team to drive the right activities? Martine - Customer Success is a very cross-functional role, how does your team work cross functionally? - Any areas where you have had to optimize or learnings?
- Marcus - can you explain how you segment your customer base and deploy your coverage model? - What is the thinking around the segmentation? - What kind of touch are you solving for Open question to the group - does anyone have any other innovative or different ways of covering the customer base?
- Daniel - can you talk about your coverage model for the team and the demand for Customer Onsite meetings? Open question to the group, do European customers demand CSM coming onsite? Another open question - does anyone on the panel own the customer nurture program? - If not, what alignment do you have with marketing?
- Martine - can you talk about how you have built your team? - What industries have you hired from? - Regional differences when recruiting? Cyrille - how do you communicate the career path of a CSM for someone that you are recruiting?
- Dan - what are the biggest complexities in the European market? - How are you solving for them? Martine - same question? - How are you solving for them?
- Open question to the group, does anyone have a model set up where they rely on partners to drive product adoption? If not, how do you engage the channel partner to drive success for the customer