Creating a Customer Success-Focused Enterprise While Customer Success Management may be defined as a specific department inside an organization – or even a functional role – Customer Success requires significant inter-departmental alignment. This unique roundtable webinar brings together Executives from Sales, Marketing, Product, and Customer Success to share exactly how you should go about aligning an organization around Customer Success. Specifically, we’ll cover: Defining success for your customers Understanding how Customer Success aligns with your company’s strategic direction Clearly defining each department’s role in both of those The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

1. How to Align
Your Company
Around
Customer
Success
Sept 17
2014
Roundtable Panel

2. Housekeeping
• Q&A panel on your right
• Recording for colleagues who can’t make it
• All attendees will receive slides
• Twitter hashtag #customersuccess

3. B2B organizations with tightly aligned
operations achieved 24% faster three-year
revenue growth, and 27% faster three-year
profit growth

4. Benefits of Alignment

5. Your Panelists
Anthony Kennada
VP of Marketing
Puja Ramani
Director of Product
Kelly DeHart
Sr. CSM

6. 1. Why should we align around the
customer?

7. It’s How We’ll Survive
1900 1960 1990 2010
Age of Manufacturing
Mass manufacturing
makes industrial
powerhouses
successful
Age of Distribution
Global connections
and transportation
systems make
distribution key
Age of Information
Connected PCs and
supply chains mean
those that control
information flow dominate
Source: October 10, 2013, “Competitive Strategy In The Age Of The Customer” Forrester report
Age of the Customer
Empowered buyers
demand a new level
of customer obsession
Beyond
• Ford
• Boeing
• GE
• RCA
• Wal-Mart
• Toyota
• P&G
• UPS
• Amazon
• Google
• Comcast
• Capital One
• Macy’s
• Salesforce.com
• USAA
• Amazon

8. 2. What’s standing in the way of
organizational alignment?

9. 76% of US employees work at least part of
the time on the go

10. 58% employees spend over
an hour a day looking for
information and 38% of time
is lost duplicating work

11. 3. Who should be the quarterback?

12. Central Cockpit of All Customer Interactions

13. 4. What role does the rest of the
team play?

14. Sell More As A Team

15. Market For and Identify Advocacy

16. Turn Support Delight Into New Revenue

17. Guide Product Direction Based on Usage

18. 5. Why does this matter now?

20. Q&A

21. You can still make an impact on
renewals this year.
Contact your Account Executive or sales@gainsight.com
for September specials.

22. Thank You!