Is your software on premise or desktop download only? Or is it SaaS based and you either can't get to or get inaccurate usage data for your Customers? If the answer is yes, you might be one of the many who believe Customer Success is harder or can't be implemented within your organization. I'm here to say not true. Usage is only one of the many indicators of health for a customer and sometimes can be misleading. In the end it's about the level of engagement you have with the customer with some of those metrics sprinkled in to build the story.

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VP, Customer Success
Anjanette Hill-Mendoza

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Advent Software
About Advent:
•Leader in investment management software space,
assisting our more than 4200 customer firms in 60
countries evolve and grow their business for 32+ years
•Focused on our Customers’ unique strategies and
delivering exceptional investor services
A little about Me (@anjaneth):
•More than 18 years of experience in B2C and B2B Customer Success
•SaaS and transactional/on prem software solutions
•Customers, and bases, of all shapes and sizes

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Today’s Theme is…
Engagement

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On Premise Customers: a comparison
• Strong renewal rates
• Loyalty is an
understatement
• TTV can be long
• Highly customized solution
• Customers can be slow to
innovate
• Good to Great renewal
rates
• Relationship(s) is key
• TTV usually shorter
• Out of the box solution
• Customers love to innovate
On Premise Solutions SaaS Solutions

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Engaging without Product Usage Data
No Usage Data?

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Customer Temperature Gauges Come in Many Forms
• Involvement with support
• Community engagement
• Sentiment via surveys
• Services usage
• ARR growth
• Upgrade and versions
history
• Willingness to act as
reference
• Conference/user groups/
Customer Advisory Board
• Product feedback
• Business review frequency
• Your Customers’ success
metrics
Quantitative Qualitative

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With those Gauges in Mind…
Customer Success is about
YOUR level of engagement with the
Customer

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Traditional Customer Lifecycle

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Customer Lifecycle with Engagement and Gauges
Kick-Off
Meeting
Strategy
Session
‘Graduation’ Business
Review
Health Check
Training
Renewal
Assist/BR
Success
Metrics
Success
Metrics
Community
& Survey
Community
& Survey
All of the
Above
All of the
Above
Support,
Survey,
Success
Metrics
Support,
Survey,
Success
Metrics
Support, ARR
Growth,
Surveys
Support, ARR
Growth,
Surveys
Services
Usage
Services
Usage

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Make it Consistent
Consistency is key: provide a CSM workflow

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Review and Calls to Action
•Customer Success is Customer Success regardless
of the solution
•Engagement is ALWAYS key
• Determine the temperature gauges that make
sense for your Customers AND business goals
• Use those temperature gauges to build an
thoughtful Customer lifecycle
• Provide your CSMs with a workflow that keeps
them on track

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THANK YOU