Driving a Customer Success Culture in Your Enterprise (Subscribed13)

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Gainsight - Nick Mehta, CEO

With subscription businesses focused on building profitable customer relationships and reducing churn, Customer Success needs to permeate your company as a mindset and a formal function. Many companies in the Subscription Economy have elevated it to a VP-level organization. Come and learn practical tips for how to drive the right people and process changes in your company and take Customer Success to a new level.

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Driving a Customer Success Culture in Your Enterprise (Subscribed13)

  1. 1. Driving Customer Success In the Subscription Economy Nick Mehta Chief Executive Officer
  2. 2. 2  
  3. 3. 3   My  Dad   Me   (Looking   Cool)  
  4. 4. “In  Enterprise   So:ware  You   Either…”  
  5. 5. 97%  
  6. 6. 2  Learnings  
  7. 7. Everyone Says 90-Something Retention
  8. 8. Retention Takes Work
  9. 9. success noun sek-’ses
  10. 10. The Nine Keys $ PRICE   ACQUIRE   BILL   COLLECT   NURTURE   ACCOUNT   MEASURE   ITERATE   SCALE  
  11. 11. Why?   What?   How?  
  12. 12. Why?  
  13. 13. Vendor   Success   Customer   Success  
  14. 14. Vendor   Success   Customer   Success   Vendor   Success   Customer   Success   Vendor   Success   Customer   Success  
  15. 15. What?  
  16. 16. What’s  Really  Changed?   •  Case-­‐driven   •  Efficiency  metrics   •  Cost  center   •  Support  func>on   •  Responsive  
  17. 17. What’s  Really  Changed?   •  Case-­‐driven   •  Efficiency  metrics   •  Cost  center   •  Support  func>on   •  Responsive   •  Health-driven •  Success metrics •  Revenue driver •  Strategic function •  Proactive
  18. 18. How?  
  19. 19. 3  Steps  to  Success   1.  Create  org   2.  Measure  customer  health   3.  Standardize  approach  
  20. 20. 1.    Org:    Firefighters   Common  In  Companies  With:   Early-­‐stage  companies   CSM  does  support,  renewals,  etc.     Pros:   CSM  is  “one  stop  shop”   CSM  ensures  great  client  experience     Cons:   Hard  to  scale  with  so  many  hats   Difficult  to  hire  for  role   CEO   Sales   Services   Customer   Success   Management  
  21. 21. 1.    Org:  Sales-­‐Oriented   CEO   Sales   CSM  /   Renewals  /   Account   Management   Services   Common  In  Companies  With:   Low  level  of  product  complexity   Compe>>ve  sales/renewals     Pros:   CSM  aligned  to  revenue   Also  aligned  to  up-­‐sell     Cons:   Less  customer  focus   Perceived  as  “another  salesperson”  
  22. 22. 1.    Org:  Service-­‐Oriented   CEO   Sales   Services   Customer   Success   Management   Professional   Services   Training   Onboarding   Support   Common  In  Companies  With:   Medium  level  of  product  complexity   More  mature  organiza>on     Pros:   CSM  aligned  to  customer  needs   CSM  also  aligned  to  rest  of  service  org     Cons:   Less  revenue  alignment  /  quan>fica>on   Lots  of  touch  points  for  client  
  23. 23. 1.    Org  -­‐  Integrated   CEO   New  Business   Sales   Chief   Customer   Officer   Renewals  /   Account   Management   Customer   Success   Management   Professional   Services   Training   Onboarding   Support   Common  In  Companies  With:   Moderate  level  of  product  complexity   Expansion  opportunity     Pros:   CCO  “owns”  exis>ng  customers   Sales  team  are  pure  hunters     Cons:   Requires  versa>le  CCO   Depends  on  mature  organiza>on  
  24. 24. 1.    Org  -­‐  Partnership   CEO   Sales   Renewals  /   Account   Management   Services   Customer   Success   Management   Professional   Services   Training   Onboarding   Support   Common  In  Companies  With:   High  level  of  product  complexity   Compe>>ve  sales/renewals     Pros:   CSM  can  be  very  customer-­‐focused   Renewals  aligned  with  sales  mo>on     Cons:   Some  level  of  duplica>on  /  overlap   Some>mes  hard  to  quan>fy  ROI  
  25. 25. 1.    Org  –  Where  Do  You  Fit?   Business  Maturity   Product  Complexity   Firefighter   Sales-­‐Oriented   Service-­‐ Oriented   Integrated   Model   Partnership   Model  
  26. 26. 2.    Measure  Customer  Health   Financial  Health:  Payment  history,  credit  score   Contract:  Term,  spend   Rela>onship:  Surveys,  key  sponsors   Adop>on:  Usage,  features   Interac>on:  Support,  other  contacts,  social  
  27. 27. 3.    Standardize  Approach   High   Touch   Low  Touch   No  Touch   JUST-­‐IN-­‐TIME   AUTOMATION   PROACTIVE   STRATEGY  
  28. 28. Gainsight COMMON  CHALLENGES   •  Iden>fying  at-­‐risk  customers  early   •  Scaling  team  cost—effec>vely   •  Finding  up-­‐sells  and  advocates   •  Consolida>ng  360º  view  of  customer   •  Ge`ng  >me  from  internal  IT  team  
  29. 29. Approach High Touch Low Touch No Touch Drive Up-Sell JUST-IN-TIME AUTOMATION PROACTIVE Scale Customer Success STRATEGY Save Customers ROI
  30. 30. Q&A Thank You!

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