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How to Develop a Quarterly Business Review

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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.

This presentation - How to Develop a Quarterly Business Review - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Gild, Box, Zuora, Workday

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How to Develop a Quarterly Business Review

  1. 1. How to Develop a Quarterly Business Review Stephanie Stapleton, Gild Helen Valentine, Workday April Oman, ZuoraNina Bankar, Box
  2. 2. Stephanie Stapleton Gild is changing the way everyone – from startups to Fortune 1000 organizations – finds and evaluate technical talent. Gild scours the web for developers, using predictive technology to automatically evaluate their abilities. That means you not only find candidates – you know who can get the job done. Director, Customer Success
  3. 3. • Launched June 2012 • The Product: Gild Source • Our Customers: Talent Acquisition Leaders, Recruiters, and Developers looking to hire software engineers • Currently 250 Customers • 10 People on our CS Team • High-Touch Engagement Model • Everyone gets QBRs! Gild Snapshot
  4. 4. QBRs: Alignment between Buyers and Users Alignment - Accountability - CS as Trusted Advisor - ROI Conversation BUYE R Customer Success
  5. 5. The ROI Conversation Customer Success Company Strategy Value Prop
  6. 6. April Oman VP, Customer Success @ Zuora Zuora is the global leader in subscription commerce and billing, helping companies in every industry transition to the Subscription Economy. Enterprise leaders and high-growth companies alike use Zuora's multi- tenant cloud platform to launch, scale, and monetise their subscription services. Zuora's applications work where traditional ERP applications fail: Subscription pricing, quoting, orders, billing, payments, and renewals. Built from the ground up by SaaS industry veterans from salesforce.com, PayPal, and Netsuite, Zuora services innovative customers like Box, DocuSign, Zendesk, News UK, Dell, Xplornet, Ustream and Fairfax Media. Learn more www.zuora.com .
  7. 7. April Oman • Background in consulting, customer relationship management, SaaS, customer experience, and Human Resources • Joined Zuora Aug 2012 • VP of Customer Success: • Responsible for Customer Retention, Adoption, Renewals, Identifying Upsells/Expansion Opportunities, Connecting Customers to Advocacy Initiatives, 9 Keys for Subscription Success & NPS
  8. 8. Seven+ Years of Incredible Growth The Leader in Commerce, Billing and Finance Solutions for the Subscription Economy Zuora founded Series A; First product launched Series B, Zuora featured in WSJ Series C; Zuora announces 1B in contracted revenue Series D, Trademarks Subscription Economy; EMEA expansion $20Bn contracted invoice volume; Series E funding; 50th product release 2013201220112010200920082007 Offices: Foster City, London, Sydney, Beijing, Chicago, Atlanta $132.5M Funding 650+ Customers 300+ Employees 95% Customer Sat Zuora wins AlwaysOn Company of the Year Award; expands to Asia 2014 Zuora wins Gold Stevie Award for Customer Service Excellence
  9. 9. Quarterly Business Reviews – WE DON‘T DO THEM • A story… It involves Glamping!
  10. 10. Delivering Customer Success is Hard Define it Organize around it Measure it There is complexity in how you In SaaS You have to worry about the relationship; how do you ensure renewal, reduce churn & get that upsell?
  11. 11. We were Disconnected from our customers We needed a blueprint A unified answer to a simple question: What do our customers want from us?
  12. 12. Our blueprint • Customers embraced it • Analysts embraced it • Zeos embraced it 9 Keys for Subscription Success
  13. 13. This is where The Glamping comes in
  14. 14. So, what do CSMs do? • Structured using 9 Keys for Subscription Success – Doesn’t have to be all 9 keys at once • Triggers – Usage, Renewal Date, Upsell/Expansion Opportunity, Escalation • Customer Attendees – Marketing (price), Sales (acquire), Finance (bill, collect, account, measure), IT (scale); they all care about nurture • When – At least 90 days post go-live Optimization Workshops
  15. 15. So, what do CSMs do? • Preparation – Review usage, order form terms (are they using what they bought?), Zuora roadmap, tickets, conversations with the customer to identify goals & challenges • Facilitated workshop – Use a whiteboard! • Outcomes – Priorities aligned to business goals – Relationship based on value Optimization Workshops (continued)
  16. 16. Office Reminder
  17. 17. AppendixVision: Enable our customers to achieve success in the subscription economy. CSM • Increase product adoption • Retain every customer ensuring easy renewal • High customer satisfaction • Identify upsell/expansion opportunities • Connection to advocacy activities • Operationalize the 9 Keys Customer Success Teams & Priorities Global Support • Answer tickets • Foster relationships through enhanced customer support community experience • Maintain customer success rating • Reduce support ticket average resolution times • Reduce Prod (incidents) impact & resolution times Zuora University • Create expertise; Increase Customer, Partner & Employee understanding of all Zuora products
  18. 18. The 9 Keys for success with recurring revenue Price to support business objectives Enable new customers to subscribe on any channel Send accurate, easy to understand bills Collect cash fast through multiple methods Give customers control Close books faster while remaining compliant Gain visibility into key subscription metrics Roll out price changes and experiment Scalable, Reliable, Secure Appendix
  19. 19. Nina Bankar Box Box’s mission is to make businesses of all sizes more productive, competitive, and collaborative by connecting people and their most important information. Content on Box can be securely shared and easily accessed on the web, through iOS, Android and Windows Phone applications, and extended to partner applications, such as Google Apps, NetSuite and Salesforce. Headquartered in Los Altos, CA, Box is privately held and backed by several leading venture capital firms and strategic investors. Sr. Manager, Customer Success
  20. 20. Customer Success at Box
  21. 21. Why QBRs? • Business objectives and use cases • Goals and success metrics • Data and more data • Integrations • Next Steps
  22. 22. Helen Valentine Workday, Inc. (“Workday”) is a leading provider of enterprise cloud-based applications for human capital management (HCM), payroll, financial management, time tracking, procurement, and employee expense management. Our applications are designed for global enterprises to manage complex and dynamic operating environments. We provide our customers highly adaptable, accessible, and reliable applications to manage critical business functions that enable them to optimize their financial and human capital resources. Director, Customer Success Operations, Workday
  23. 23. Customer Success Who We Are and Who We Are Not
  24. 24. The Workday Approach Optimizes the full customer lifecycle
  25. 25. The Workday Approach Focuses on incremental adoption and ongoing value realization
  26. 26. Q & A

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