The document outlines a framework for enhancing customer success to drive revenue growth, detailing structured weekly meetings and key areas of focus for different teams within an organization. It emphasizes the importance of understanding customer health, onboarding processes, adoption rates, and the analysis of account renewals and upsells. The content suggests that prioritizing customer success can lead to improved business outcomes and satisfaction for stakeholders.

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Child-like Joy
APRIL 17, 2015
FUEL REVENUE GROWTH WITH CUSTOMER SUCCESS
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April 17, 2015
Gainsight on Gainsight:
CEO View

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• This webinar is being recorded
• Post Q&A questions into questions section
Housekeeping

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Board/Angel

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• 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

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• 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

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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

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• “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…

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CAVEAT: CUSTOMER NAMES
AND AXES BLURRED TO
PROTECT THE INNOCENT

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• 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

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• 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…

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What Code Red Accounts Do I Need To Check Into?

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What Are My Executive Sponsor Actions?

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What Are The Customer Updates From Last Week?

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How Is Adoption Going Overall?

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What Did Recent Surveys Say?

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• 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

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• 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…

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How Is Our ARR Broken Out By Stage?

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Which Clients Are Taking Too Long In Onboarding?

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Which Clients Aren’t Using Our Product?

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Which Renewals Did We Recently Close?

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Which Up-sells Did We Recently Close?

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Who Are Our Top ARR Customers?

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Who Are Our Top Usage Customers?

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• How are the CSMs load balanced?
• Which CSMs are working on which renewals?
VP CSM 1-1 Questions…

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How Are The CSM Load Balanced By Customers?

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How Are The CSM Load Balanced By ARR?

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Which CSMs Are Working On Which Renewals?

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• 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

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• 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

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What Are Our Top Features And Customers?

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Who Are Our Top Users?

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• 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

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• How many code red accounts do we have?
• What’s driving code red?
• Is this account getting better?
Code Red Questions…

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How Many Code Red Accounts Do We Have?

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What’s Driving Code Red?

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Is This Account Getting Better?

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• 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

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• 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…

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What’s The Contract Information?

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How Is The Account Health Overall?

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How Is Usage Trending?

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Who Are Our Champions?

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Are They Using Advanced Functionality?

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Are There Any Support Landmines?

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How Happy Are They?

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• 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

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• 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

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Past: Net Renewals By Quarter

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Past: Churn By Reason

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Past: Top Upsells By Customer

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Future: Active Cockpit Customers

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Future: NPS Trend

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Future: Health Score Versus Lifetime

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Future: Renewal Forecast

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 Fact-based decision making
 Customer Success as a priority
 CEO appreciates CSM workload
 Sleeping a tiny bit easier
Impact

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2000+ Attendees
5/12 - 5/13
San Francisco
gainsight.com/pulse
Code: SUCCESS20

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