Dan Steinman
July 24, 2013
WEBINAR SERIES
2
KEY TAKEAWAYS FROM PULSE 2013
3
Dan Steinman is the Chief Customer
Officer at Gainsight.
Prior to Gainsight, Dan was VP of
Customer Success at Marketo a...
4
5
7
9
10
PieterPaul: RT @rwang0: MyPOV: retention is much cheaper than new
sales. Growing a customer is a tail wind. Cost of acq...
11
Customer Success or Sales – which is more important?
It’s all about the data.
»
»
12
Sales
Customer
Success
13
Quotes from the VC Panel at Pulse:
Churn and retention are as important as growth.
Retention IS growth.
Retention is a ...
14
It’s not either/or – they are like gasoline and oil in a car.
Both are equally necessary for the car to run well.
They ...
16
Jim Barksdale
CEO, Netscape
17
“The natural tendency of customers
left unattended, is towards churn.”
20
Information
• $4,320 Monthly Recurring Revenue
• 27 months Customer Lifetime
• 6 Support tickets In the past 90 days
• ...
21
Happy, healthy, active customer
ACTION – possible case study!
ACTION – upsell opportunity!
»
»
22
Improved retention, upsells,
and customer satisfaction
Data
Information
Action
Webinar | Pulse 2013: Key Takeaways for Customer Success
Webinar | Pulse 2013: Key Takeaways for Customer Success
Webinar | Pulse 2013: Key Takeaways for Customer Success
Webinar | Pulse 2013: Key Takeaways for Customer Success
Webinar | Pulse 2013: Key Takeaways for Customer Success
Webinar | Pulse 2013: Key Takeaways for Customer Success
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Webinar | Pulse 2013: Key Takeaways for Customer Success

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Dan Steinman, Gainsight's Chief Customer Officer, dives into the key takeaways that should be applied in any organization with a recurring-revenue business model.

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  • Discussion points:Team:The need and how this solution was cobbled together (Host Analytics)Marketo – Former VP of Customer Success at MarketoNick was CEO of Live Office and what attracted him to this gainsight. Successful exit, this was a big problem he was trying to solve at his previous companyBV:$9M fundingSought us because of issues they kept hearing from their portfolio companies (their team did a thesis/ a study about the area of customer success. Their theory was that this was related to 3 legged tools: Marketing Automation, CRM, and CSM was missing to grow the revenue of the existing customer base, as it relates to the entire lifecycle of the customer)Marketo S-1 (IPO)Customer:Angie’sMarketo (S-1)
  • Discussion points:Team:The need and how this solution was cobbled together (Host Analytics)Marketo – Former VP of Customer Success at MarketoNick was CEO of Live Office and what attracted him to this gainsight. Successful exit, this was a big problem he was trying to solve at his previous companyBV:$9M fundingSought us because of issues they kept hearing from their portfolio companies (their team did a thesis/ a study about the area of customer success. Their theory was that this was related to 3 legged tools: Marketing Automation, CRM, and CSM was missing to grow the revenue of the existing customer base, as it relates to the entire lifecycle of the customer)Marketo S-1 (IPO)Customer:Angie’sMarketo (S-1)
  • Webinar | Pulse 2013: Key Takeaways for Customer Success

    1. 1. Dan Steinman July 24, 2013 WEBINAR SERIES
    2. 2. 2 KEY TAKEAWAYS FROM PULSE 2013
    3. 3. 3 Dan Steinman is the Chief Customer Officer at Gainsight. Prior to Gainsight, Dan was VP of Customer Success at Marketo and is a recognized domain expert in the area of Customer Success, especially in the SaaS market. He's honed his craft at companies both big (IBM, SGI) and small (11th employee at Epiphany, Co-Founder at NearbyNow). His track record of success coincides with his business passions – 1) Customers, 2) Building Teams, and 3) Emerging Markets
    4. 4. 4
    5. 5. 5
    6. 6. 7
    7. 7. 9
    8. 8. 10 PieterPaul: RT @rwang0: MyPOV: retention is much cheaper than new sales. Growing a customer is a tail wind. Cost of acquisition is head wind #pulseconf2013 joningai: RT @rwang0: MyPOV: this is not a war between Sales and #CSM. this is about an integrated Customer Experience from day 1, #pulseconf2013 chadhorenfeldt: RT @michaelstocker: End of #Pulseconf2013 This has been the most targeted, on point event around Customer Success I've attended. Thx #Gainsight 16v: SaaS Churn kills Growth; Customer Retention is a Growth Accelerator buff.ly/16skmqP #customersuccess #pulseconf2013 emiliadanzica: #Pulseconf2013 ends the conference with Daft Punk, up all night to lucky...amazing conference! I am in an industry I LOVE! XactlyCorp: When you're firing a #customer, you are likely firing 10-15 future potential customers #PulseConf2013 pphilp: Customer Success can't just be one department, it needs to be driven into the fabric of the culture.#PulseConf2013 Amen.
    9. 9. 11 Customer Success or Sales – which is more important? It’s all about the data. » »
    10. 10. 12 Sales Customer Success
    11. 11. 13 Quotes from the VC Panel at Pulse: Churn and retention are as important as growth. Retention IS growth. Retention is a measure of durability. Churn is one of the limiters to growth. » » » »
    12. 12. 14 It’s not either/or – they are like gasoline and oil in a car. Both are equally necessary for the car to run well. They simply serve different purposes.
    13. 13. 15
    14. 14. 16 Jim Barksdale CEO, Netscape
    15. 15. 17 “The natural tendency of customers left unattended, is towards churn.”
    16. 16. 18 I strongly suggest that you use both, wisely.
    17. 17. 19 Data • $4,320 • 27 months • 6 Support tickets • 9 • 3 days ago • 23%
    18. 18. 20 Information • $4,320 Monthly Recurring Revenue • 27 months Customer Lifetime • 6 Support tickets In the past 90 days • 9 Most recent NPS score • 3 days ago Last reference • 23% Usage growth this month
    19. 19. 21 Happy, healthy, active customer ACTION – possible case study! ACTION – upsell opportunity! » »
    20. 20. 22 Improved retention, upsells, and customer satisfaction Data Information Action

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