Driving Customer Success in the Subscription Economy by Nick Mehta, CEO of Gainsight

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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 by Nick Mehta, CEO of Gainsight, is all about Driving Customer Success in the Subscription Economy, something Enterprise Software-as-a-Service ( SaaS ) vendors must embrace if they wish to succeed at the highest levels.

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Driving Customer Success in the Subscription Economy by Nick Mehta, CEO of Gainsight

  1. 1. Sept 2013 Driving Customer Success in the Subscription Economy Nick Mehta
  2. 2. 2
  3. 3. 3 My Dad Me (Looking Cool)
  4. 4. 4 “In Enterprise Software You Either…”
  5. 5. Build a Product Or Sell It
  6. 6. 6 2 Learnings
  7. 7. 7 Everyone Says 90-Something Retention
  8. 8. 8 Retention Takes Work
  9. 9. success noun sek-’ses
  10. 10. 10 Why? What? How?
  11. 11. 11 Why?
  12. 12. Vendor Success Customer Success
  13. 13. Vendor Success Customer Success Vendor Success Customer Success Vendor Success Customer Success
  14. 14. 16 What?
  15. 15. What’s Really Changed? • Case-driven • Efficiency metrics • Cost center • Support function • Responsive 17
  16. 16. What’s Really Changed? • Case-driven • Efficiency metrics • Cost center • Support function • Responsive • Health-driven • Success metrics • Revenue driver • Strategic function • Proactive 18
  17. 17. 19 How?
  18. 18. Starts With Culture Sales Gong Customer Success Gong
  19. 19. 3 Steps to Success 1. Create org 2. Measure customer health 3. Standardize approach
  20. 20. 1. Org: Everyone Owns It
  21. 21. 1. Org: Firefighters CEO Sales Services Customer Success Management
  22. 22. 1. Org: Sales- Oriented CEO Sales CSM / Renewals / Account Management Services
  23. 23. 1. Org: Service- Oriented CEO Sales Services Customer Success Management Professional Services Training Onboarding Support
  24. 24. 1. Org - Integrated CEO New Business Sales Chief Customer Officer Renewals / Account Management Customer Success Management Professional Services Training Onboarding Support
  25. 25. 1. Org - Partnership CEO Sales Renewals / Account Management Services Customer Success Management Professional Services Training Onboarding Support
  26. 26. 1. Org – Where Do You Fit? Business Maturity ProductComplexity Firefighter Sales- Oriented Service- Oriented Integrated Model Partnership Model
  27. 27. 2. Measure Customer Health Financial Health: Payment history, credit score Contract: Term, spend Relationship: Surveys, key sponsors Adoption: Usage, features Interaction: Support, other contacts, social
  28. 28. 3. Standardize Approach High Touch Low Touch No Touch JUST-IN-TIME AUTOMATION PROACTIVE STRATEGY
  29. 29. Gainsight COMMON CHALLENGES • Identifying at-risk customers early • Scaling team cost—effectively • Finding up-sells and advocates • Consolidating 360º view of customer • Getting time from internal IT team
  30. 30. Approach High Touch Low Touch No Touch Drive Up-Sell JUST-IN-TIME AUTOMATION PROACTIVE Scale Customer Success STRATEGY Save Customers ROI
  31. 31. Thank You! You

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