Panel Moderator: Dhaval Moogimane, Partner Waterstone Management Group Speakers: Hatim Shafique, Chief Customer Success Officer at AppDynamics Khek Teh, VP Success Management at Apptio Mehmet Goker, VP Customer Data Science at Salesforce Presented at Pulse Conference 2015.

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The Key to Managing at Risk Accounts
Customer Health Score
Panel Moderator:
Dhaval Moogimane,
Partner Waterstone Management Group

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Our Panelists
Chief Customer
Success Officer
Hatim Shafique Mehmet Goker
VP Customer Data
Science
INSERT
YOUR
PHOTO
HERE
VP Success
Management
Khek Teh

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CHIEF CUSTOMER SUCCESS OFFICER
HATIM SHAFIQUE
Hatim Shafique has been leading the global customer
success and tech operations for AppDynamics for
almost 5 years. Today, he can boast a company-wide
NPS of 87 and customer success methodologies that
directly contribute to the 175% yoy company growth.

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Identify Your Goals
Our Goals @ AppDynamics
RENEWALS
DRIVE EXPANSIONS
REDUCE CUSTOMER
ACQUISITION COSTS
< Deployment / Adoption
< Translates to ROI
< Referenceable Customers
How We Achieve Those Goals

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Track Your Progress
Login Score
Activity Score
31
21
Support Activity
Engagement
Activity
38
Product Usage
Score 75
4555
Customer
Surveys
Level 1 Level 2 Level 3
Reactive Aware Optimized
User Journey

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Manage The Risk
Identify your Green, Yellow,
Red Customer
Learn from Churn
Improve your Programs
• Low Adoption, Renewal Risk, Low
Satisfaction
• Report and Review weekly
• Drive to Resolution with Ecosystem
• Identify Top 3 Churn Reasons
• Develop Preventative Strategies
• Build into your Customer Success Process
• Learn Where to add Resources
• Track, Measure, and Report

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VP Success Management
Khek Teh
apptio

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Key to Managing At-Risk Accounts
1. Instrumentation – finding the right KPIs
2. Drive Internal Alignment
3. Setup a process – Not all accounts are alike
o Large enterprise customers
o Transactional customers

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Customer Health Index @Apptio
1. Usage
o Report Views
o Logins
o Uninstalled Modules
2. Organizational Engagement
o NPS – customer satisfaction
o Calls to Action – Gainsight playbooks
3. Performance
o Helpdesk Tickets
o Uptime Availability
4. Architecture
o Configuration
5. Code Red

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Validating CHI Scoring
Range 0-100
Red 0-60
Yellow 61-70
Green 70+

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Adoption Health @Apptio
Driving a deeper inspection of the health of each account:
1. Usage/Use Case
2. Adoption Status
3. Adoption Plan
4. Value Realized
5. # of Processes
6. # of Organizations
7. Sponsor Engagement
8. Analyst Engagement
9. Age of Data

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Managing Escalated Accounts
Dashboard – Weekly Escalations
o Escalated Red Accounts are scored each week based on
each of the 5 components.
o Average scores will be tracked weekly to measure progress
of the overall Escalated Red Accounts
o A weekly summary report out of the # of Escalated Red
accounts and the progress
Account Status
< 18 points
>18 or <23 points
>= 23 points
Executive
Sponsorship
Close Plan
Roadmap
Adoption
Plan
Healthy
Usage

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VICE PRESIDENT, CUSTOMER DATA SCIENCE
MEHMET H GÖKER
Mehmet has been in charge of Customer Data Science
for the last 4.5 years. He and his team provide the
Customer Success and Growth team at Salesforce the
necessary data and insights to improve customer
adoption, increase up- and cross-sell and improve
renewal rates.

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Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties
materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results
expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed
forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items
and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning
new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new
functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our
operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any
litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our
relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our
service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to
larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is
included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent
fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor
Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently
available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based
upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-
looking statements.

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Customer Data Science
Usage Data
Voice of the
Customer
Help Desk
Interactions
Sales Data
Success
Services
Feedback
Training
External
Data
Sources
Customer Data Science focuses on
data driven approaches to capture,
measure, evaluate and persist our
customer’s product adoption,
business value attainment, and
sentiment.
We provide account teams and
product development with an
accurate, up-to-date and actionable
summary of our customer’s state and
highlight potential issues and
opportunities.
The information we deliver is used to
design programs, select target
audiences and to measure impact.
Customer
Intelligence
Salesforce.com Confidential and Proprietary. All rights reserved.

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Early Warning System - EWS
Usage is an indicator of the value our
customers obtain from our products.
The Early Warning System observes our
customer’s usage patterns and leverages our
experience with similar customers to gauge the
state of an implementation and highlight areas
of improvement.
The system helps the account team to work
with the customer to improve utilization and
associated value and to reduce attrition risk.
Salesforce.com Confidential and Proprietary. All rights reserved.

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Adoption Metrics
Adoption Metrics
Records and
Records Activity
Reporting and
Reporting
Activity
Chatter,
Customization
and Security
Metrics
Salesforce.com Confidential and Proprietary. All rights reserved.

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EWS Growth Patterns over time
EWS is directly correlated to Attrition Risk and License Growth. EWS scores are used as a way to define
and measure the success of CSG personnel, products and programs.
Salesforce.com Confidential and Proprietary. All rights reserved.

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