Join Dan Steinman, Gainsight's Chief Customer Officer, and Nello Franco, Customer Success Evangelist and former SVP of Customer Success at Lyris, for an enlightening discussion on how to build a CSM Team.
Reality is that between CRM and Marketing Automation, companies spend a *boatload* of money and resources trying to convert new customers.Identify what is measurable and measure it…And the first phases don’t always have to be about renewal dollars, that’s a trailing indicator!You should be measuring the activities and events that are going to drive the renewal dollars: Customer background data filled out by CSM; CSMs performing QBRs; CSMs pitching strategic services offering (because that one item makes customers sticky)… figure out what it is for you, and do it.
Hiring/staffing is just a part of the overall pictureImplement the process… absolutely vitalTechnology can be something like Gainsight geared towards CSMs to help you scale, or it can be marketing automation-like in order to help you scale your messaging
Everytouchpoint with customer makes up the overall experience. Engagement with Product, Messaging from Marketing, Billing from AccountingMuch feedback will come back through Customer Success and provide learning (and actions) for the rest of the organization.All execs need to be comped on Customer Success/Retention
Webinar | Building Your Customer Success Practice
Building Your Customer
Chief Customer Officer,
Executive and Influencer
Customer Success Mission
with your customers
to ensure that they
are receiving value
from your solution
(not just your
By delivering value to your customers, you will see tangible results.
stay with you
Customers will act
as advocates for
want to buy
Sales to existing customers are common to fastest growing SaaS
What are you trying to achieve?
Are you an early
stage company who
wants to proactively
Are you trying to
scale your CSM
Do you want better
2 3 4
Are you trying to
for a specific metric?
Based on what you’re trying to achieve with your CSM organization…
identify the measurable objectives of your next phase of investment.
The plan you deliver to your CEO should consist of more than just adding
results you are
going to get you
Explain how you
will measure the
Determine how you’ll apply across your customer segments.
And make sure the whole company is with you on this journey.
Charge for Customer Success? Not charge for Customer Success?
Left to their own devices, the natural tendency of all customers is going
to be towards churn.
Customer Success is not an option in a recurring revenue business.
It’s something you do because it protects revenue and generates
A typical CSM has a level of product and domain expertise that makes
them extremely valuable to customers.
1. Customer relationship skills
2. Product expertise
3. Domain expertise
4. Conduit to all other company resources
There’s a word for providing product and domain expertise to customers
for a fee: Consulting.
Also known in the industry as Professional Services.