Gainsight CEO Shares Insights on Customer Success
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If you listen in the hallways of most B2B companies, you’ll hear a non-stop stream of opinions, backed up by very few facts. Uninformed opinions can lead to endless debate, delays in decision-making and poor choices. With the amount of data available about our customers, it doesn’t have to be that way anymore. Fortunately, our CEO Nick Mehta is passionate about using Gainsight products to make data-driven decisions, identify trends in overall customer health, thoroughly prepare for client visits, and act as an executive sponsor on key accounts. In this presentation you'll find out how Gainsight’s CEO, Nick Mehta, uses Gainsight daily to make data-driven, customer-centric decisions that answer these questions, and more! Learn how to get a consistent, fact-based view of your customer base using customer success technology.
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Gainsight CEO Shares Insights on Customer Success
- 1. ©2015 Gainsight. All Rights Reserved. Child-like Joy APRIL 17, 2015 FUEL REVENUE GROWTH WITH CUSTOMER SUCCESS ©2015 Gainsight. All Rights Reserved.
- 2. ©2015 Gainsight. All Rights Reserved. April 17, 2015 Gainsight on Gainsight: CEO View
- 3. ©2015 Gainsight. All Rights Reserved. • This webinar is being recorded • Post Q&A questions into questions section Housekeeping
- 4. ©2015 Gainsight. All Rights Reserved. Board/Angel
- 5. ©2015 Gainsight. All Rights Reserved. • Introduction • Sunday: Weekly Prep • Monday: Coaches’ Meeting and 1-1s • Monday: Product Meeting • Wednesday: Code Red Meeting • Any Day: Client Prep • Crazy Day: Board Meeting Today’s Session
- 6. ©2015 Gainsight. All Rights Reserved. • Introduction • Sunday: Weekly Prep • Monday: Coaches’ Meeting and 1-1s • Monday: Product Meeting • Wednesday: Code Red Meeting • Any Day: Client Prep • Crazy Day: Board Meeting Today’s Session
- 7. ©2015 Gainsight. All Rights Reserved. 0x 5x 15x 20x 2014EV/RevenueMultiple Estimated Dollar Net Renewal Rate 60% 70% 80% 90% 100% 110% 120% Source: Altimeter and FactSet 10/2014 10x Why Your CEO Should Care About Customer Success
- 8. ©2015 Gainsight. All Rights Reserved.
- 9. ©2015 Gainsight. All Rights Reserved. • “The customer is totally healthy” • “No one uses that feature” • “Customer Success is getting a lot better” • “Support is a major issue” • “We have no references” Overheard In Past Companies…
- 10. ©2015 Gainsight. All Rights Reserved.
- 11. ©2015 Gainsight. All Rights Reserved.
- 12. ©2015 Gainsight. All Rights Reserved. CAVEAT: CUSTOMER NAMES AND AXES BLURRED TO PROTECT THE INNOCENT
- 13. ©2015 Gainsight. All Rights Reserved. • Introduction • Sunday: Weekly Prep • Monday: Coaches’ Meeting and 1-1s • Monday: Product Meeting • Wednesday: Code Red Meeting • Any Day: Client Prep • Crazy Day: Board Meeting Today’s Session
- 14. ©2015 Gainsight. All Rights Reserved.
- 15. ©2015 Gainsight. All Rights Reserved. • What code red accounts do I need to check into? • What are my executive sponsor actions? • What are the customer updates from last week? • How is adoption going overall? • What did recent surveys say? Sunday Night Questions…
- 16. ©2015 Gainsight. All Rights Reserved. What Code Red Accounts Do I Need To Check Into?
- 17. ©2015 Gainsight. All Rights Reserved. What Are My Executive Sponsor Actions?
- 18. ©2015 Gainsight. All Rights Reserved. What Are The Customer Updates From Last Week?
- 19. ©2015 Gainsight. All Rights Reserved. How Is Adoption Going Overall?
- 20. ©2015 Gainsight. All Rights Reserved. What Did Recent Surveys Say?
- 21. ©2015 Gainsight. All Rights Reserved. • Introduction • Sunday: Weekly Prep • Monday: Coaches’ Meeting and 1-1s • Monday: Product Meeting • Wednesday: Code Red Meeting • Any Day: Client Prep • Crazy Day: Board Meeting Today’s Session
- 22. ©2015 Gainsight. All Rights Reserved.
- 23. ©2015 Gainsight. All Rights Reserved. • How is our ARR broken out by stage? • Which customers are taking too long in onboarding? • Which customers aren’t using our product? • What renewals did we recently close? • What up-sells did we recently close? • Who are our top ARR customers? • Who are our top usage customers? Monday Coaches’ Meeting Questions…
- 24. ©2015 Gainsight. All Rights Reserved. How Is Our ARR Broken Out By Stage?
- 25. ©2015 Gainsight. All Rights Reserved. Which Clients Are Taking Too Long In Onboarding?
- 26. ©2015 Gainsight. All Rights Reserved. Which Clients Aren’t Using Our Product?
- 27. ©2015 Gainsight. All Rights Reserved. Which Renewals Did We Recently Close?
- 28. ©2015 Gainsight. All Rights Reserved. Which Up-sells Did We Recently Close?
- 29. ©2015 Gainsight. All Rights Reserved. Who Are Our Top ARR Customers?
- 30. ©2015 Gainsight. All Rights Reserved. Who Are Our Top Usage Customers?
- 31. ©2015 Gainsight. All Rights Reserved. • How are the CSMs load balanced? • Which CSMs are working on which renewals? VP CSM 1-1 Questions…
- 32. ©2015 Gainsight. All Rights Reserved. How Are The CSM Load Balanced By Customers?
- 33. ©2015 Gainsight. All Rights Reserved. How Are The CSM Load Balanced By ARR?
- 34. ©2015 Gainsight. All Rights Reserved. Which CSMs Are Working On Which Renewals?
- 35. ©2015 Gainsight. All Rights Reserved. • Introduction • Sunday: Weekly Prep • Monday: Coaches’ Meeting and 1-1s • Monday: Product Meeting • Wednesday: Code Red Meeting • Any Day: Client Prep • Crazy Day: Board Meeting Today’s Session
- 36. ©2015 Gainsight. All Rights Reserved.
- 37. ©2015 Gainsight. All Rights Reserved. • Which features are being used the most? • Who are our top customers of those features? • Who are our top users in those customers? Product Meeting Questions
- 38. ©2015 Gainsight. All Rights Reserved. What Are Our Top Features And Customers?
- 39. ©2015 Gainsight. All Rights Reserved. Who Are Our Top Users?
- 40. ©2015 Gainsight. All Rights Reserved. • Introduction • Sunday: Weekly Prep • Monday: Coaches’ Meeting and 1-1s • Monday: Product Meeting • Wednesday: Code Red Meeting • Any Day: Client Prep • Crazy Day: Board Meeting Today’s Session
- 41. ©2015 Gainsight. All Rights Reserved.
- 42. ©2015 Gainsight. All Rights Reserved. • How many code red accounts do we have? • What’s driving code red? • Is this account getting better? Code Red Questions…
- 43. ©2015 Gainsight. All Rights Reserved. How Many Code Red Accounts Do We Have?
- 44. ©2015 Gainsight. All Rights Reserved. What’s Driving Code Red?
- 45. ©2015 Gainsight. All Rights Reserved. Is This Account Getting Better?
- 46. ©2015 Gainsight. All Rights Reserved. • Introduction • Sunday: Weekly Prep • Monday: Coaches’ Meeting and 1-1s • Monday: Product Meeting • Wednesday: Code Red Meeting • Any Day: Client Prep • Crazy Day: Board Meeting Today’s Session
- 47. ©2015 Gainsight. All Rights Reserved. • What’s the contract information? • How is the account health overall? • How is usage trending? • Who are our champions? • Are they using advanced functionality? • Are there any support landmines? • How happy are they? Client Prep Questions…
- 48. ©2015 Gainsight. All Rights Reserved. What’s The Contract Information?
- 49. ©2015 Gainsight. All Rights Reserved. How Is The Account Health Overall?
- 50. ©2015 Gainsight. All Rights Reserved. How Is Usage Trending?
- 51. ©2015 Gainsight. All Rights Reserved. Who Are Our Champions?
- 52. ©2015 Gainsight. All Rights Reserved. Are They Using Advanced Functionality?
- 53. ©2015 Gainsight. All Rights Reserved. Are There Any Support Landmines?
- 54. ©2015 Gainsight. All Rights Reserved. How Happy Are They?
- 55. ©2015 Gainsight. All Rights Reserved. • Introduction • Sunday: Weekly Prep • Monday: Coaches’ Meeting and 1-1s • Monday: Product Meeting • Wednesday: Code Red Meeting • Any Day: Client Prep • Crazy Day: Board Meeting Today’s Session
- 56. ©2015 Gainsight. All Rights Reserved. • Past: How did we do in most recent period? Present: How are we doing right now? • Future: How will we do going forward? Board Questions
- 57. ©2015 Gainsight. All Rights Reserved. Past: Net Renewals By Quarter
- 58. ©2015 Gainsight. All Rights Reserved. Past: Churn By Reason
- 59. ©2015 Gainsight. All Rights Reserved. Past: Top Upsells By Customer
- 60. ©2015 Gainsight. All Rights Reserved. Future: Active Cockpit Customers
- 61. ©2015 Gainsight. All Rights Reserved. Future: NPS Trend
- 62. ©2015 Gainsight. All Rights Reserved. Future: Health Score Versus Lifetime
- 63. ©2015 Gainsight. All Rights Reserved. Future: Renewal Forecast
- 64. ©2015 Gainsight. All Rights Reserved. Fact-based decision making Customer Success as a priority CEO appreciates CSM workload Sleeping a tiny bit easier Impact
- 65. ©2015 Gainsight. All Rights Reserved.
- 66. ©2015 Gainsight. All Rights Reserved.
- 67. ©2015 Gainsight. All Rights Reserved. 2000+ Attendees 5/12 - 5/13 San Francisco gainsight.com/pulse Code: SUCCESS20
- 68. ©2015 Gainsight. All Rights Reserved.