This template will help you codify your customer success strategy. You can read the blog post and download the template here: http://blog.preact.com/customer-success-strategy-template
From customer success metrics to the customer journey, and from the customers' critical path to your customer success team, this template enables you to present your vision to your executive team.
The Definitive Guide to Customer Success 2017Lincoln Murphy
The Customer Success movement has taken the SaaS industry by storm, even requiring an updated SaaS Business Model definition.
But what exactly is Customer Success? Is it an organizational mindset? Is it a corporate strategy? Is it a set of tactics designed to produce happy, successful customers that in turn creates success for you, the SaaS vendor?
The answer is... all of the above.
In this guide I've enumerated 17 key elements of Customer Success for SaaS companies. I hope it helps you reach your goals.
The Customer Success Maturity Model | ClientSuccessClientSuccess
Join customer success leader, Dave Blake, CEO/Founder of ClientSuccess as he discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your approach to customer success.
We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. MST. The webinar is called “The Customer Success Maturity Model”. You can request the recorded version by entering the following link into your browser:
https://www.clientsuccess.com/recorded-customer-success-maturity-model/?utm_medium=Organic&utm_source=Slideshare&utm_campaign=Slideshare&utm_content=Customer-Success-Maturity-Model-Webinar-Slideshare
Developing The Ultimate Customer Success Strategy Gainsight
Want to adopt Customer Success but don't know where to start? A seasoned customer success manager looking to optimize your team, workflow and organization?
Accurately defining your Desired Outcomes for each customer segment
Outlining the roadmap to your customer's Desired Outcome
Aligning your team, organization and workflow to optimize for meeting your customer's desired outcomes
During the presentation, the audience will be invited to ask any questions about the content, customer success or Gainsight that come up.
Learn how to use Gainsight to prep for, conduct, and follow through on effective Executive Business Reviews. In this session, a Gainsight CSM will take you through how to use success plans to streamline your EBR process.
How We Reorganized Our Entire Post-Sales OrganizationGainsight
One of Gainsight's principles is to "Carry the Torch" for the Customer Success industry. We've shared a lot about innovations in our processes, but not as much about our organization. In this session, Allison Pickens, VP of Customer Success and Business Operations at Gainsight, will share the story of how we re-organized post-sales to drive success for our customers.
This template will help you codify your customer success strategy. You can read the blog post and download the template here: http://blog.preact.com/customer-success-strategy-template
From customer success metrics to the customer journey, and from the customers' critical path to your customer success team, this template enables you to present your vision to your executive team.
The Definitive Guide to Customer Success 2017Lincoln Murphy
The Customer Success movement has taken the SaaS industry by storm, even requiring an updated SaaS Business Model definition.
But what exactly is Customer Success? Is it an organizational mindset? Is it a corporate strategy? Is it a set of tactics designed to produce happy, successful customers that in turn creates success for you, the SaaS vendor?
The answer is... all of the above.
In this guide I've enumerated 17 key elements of Customer Success for SaaS companies. I hope it helps you reach your goals.
The Customer Success Maturity Model | ClientSuccessClientSuccess
Join customer success leader, Dave Blake, CEO/Founder of ClientSuccess as he discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. The webinar will help you determine your current customer success maturity and guide you through the next steps and best practices to strengthen your approach to customer success.
We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. MST. The webinar is called “The Customer Success Maturity Model”. You can request the recorded version by entering the following link into your browser:
https://www.clientsuccess.com/recorded-customer-success-maturity-model/?utm_medium=Organic&utm_source=Slideshare&utm_campaign=Slideshare&utm_content=Customer-Success-Maturity-Model-Webinar-Slideshare
Developing The Ultimate Customer Success Strategy Gainsight
Want to adopt Customer Success but don't know where to start? A seasoned customer success manager looking to optimize your team, workflow and organization?
Accurately defining your Desired Outcomes for each customer segment
Outlining the roadmap to your customer's Desired Outcome
Aligning your team, organization and workflow to optimize for meeting your customer's desired outcomes
During the presentation, the audience will be invited to ask any questions about the content, customer success or Gainsight that come up.
Learn how to use Gainsight to prep for, conduct, and follow through on effective Executive Business Reviews. In this session, a Gainsight CSM will take you through how to use success plans to streamline your EBR process.
How We Reorganized Our Entire Post-Sales OrganizationGainsight
One of Gainsight's principles is to "Carry the Torch" for the Customer Success industry. We've shared a lot about innovations in our processes, but not as much about our organization. In this session, Allison Pickens, VP of Customer Success and Business Operations at Gainsight, will share the story of how we re-organized post-sales to drive success for our customers.
How to Build Customer Success at an Early Stage Startup Gainsight
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 - How to Build Customer Success at an Early Stage Startup - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Hoopla, VeaMea, DiscoverOrg, Fliptop
How to Build the Ultimate Customer Success Board PresentationGainsight
Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized.
Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting.
In this webinar, you will learn:
The top three things every CS leader should include in their deck
What board members really want to know about Customer Success
How to blend metrics, tactics, and strategy into a seamless presentation
And much more
How to measure your success as a Customer Success ManagerAmity
As CSMs, we can usually rattle off a number of metrics and statistics that we use to measure our customer's health and success -- but it gets a little less standardized when others ask us how we measure our own success. Renewals and churn are both important metrics to keep an eye on, but they're not the only ones.
In this webinar, we’ve partnered with Sparkcentral to discuss:
- The benefits of a top-down approach when re-evaluating CS team goals
- The importance of CSAT metrics
- Which KPIs to measure if Account Management and CS roles are combined
- Which questions to ask yourself when exploring and assessing your team’s current KPIs and goals
Join Krysta Gahagen and Julia Burnett, two Customer Success Managers from Sparkcentral, for the rundown of which KPIs are truly key for CSMs, and why.
The Customer Success Playbooks You Need to Drive AdoptionAmity
Driving adoption is critical for ensuring that customers get maximum value out of their technology investment. It is also increasingly important for technology providers as they continue to embrace recurring revenue business models.
Customer Success teams equipped with well-defined playbooks are uniquely positioned to deliver on this charter. In this webinar, Neil Jain and Aman Singh of Waterstone Management Group will share key insights and best practices around how to successfully drive adoption through Customer Success playbooks.
How to Drive Top-Line Growth with Customer Success Management MetricsGainsight
This presentation is all about growing your top-line revenue by leveraging Customer Success Management metrics.
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.
During the SaaS.City Customer Success bootcamp on Monday the 18th of September 2017, attendees at SaaStock 2017 found out how to manage customer risk, map customer health scores, justify the expense of Customer Success, and so much more.
The Customer Success Bootcamp mentors include Dan Steinman, GM of Gainsight EMEA; David Apple, VP of Customer Success at Typeform; and Cristina Georgoulaki, Head of Customer Success at Typeform. This event was exclusively for SaaStock conference ticket holders.
Hiring: Structuring and Recruiting A Customer Success Team to ScaleGainsight
Speakers:
Tomasz Tunguz, Partner at Redpoint Ventures
Mike McKee, SVP, Services and Customer Success at Rapid 7
Boaz Maor, Head of Global Customer Success at Intel Mashery
Presented at Pulse Conference 2015.
How to Scale Your Customer Success Management OrganizationGainsight
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 - How to Scale Your Customer Success Management Organization - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Box, Marketo, Salesforce.com
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Gainsight
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Building a High Performing Customer Success Team
Insight Venture Partners and Gainsight presented a webinar on customer success best practices for SaaS retention, including the crucial metrics and Knowledge and Skills Frameworks (KSFs) for building a high performing Customer Success team.
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.
QBR Playbooks That Drive Customer Accountability Amity
Responsible customers take initiatives to get more out of your solution. Such customers take control of their experience, and they are eager to grow with you. Sounds wonderful, doesn't it? If you're not there yet, don't panic. It takes some conscious efforts to nurture highly responsible customers. In this webinar you will learn:
• What the blueprint for a flawless Customer Business Review (aka QBR) looks like
• How do the best CSMs leverage QBRs to create responsible customers
• What is a maturity model, and how to develop your own and introduce it in QBRs
Now that you’ve developed your strategy to optimize customer usage, loyalty and renewal, use this Customer Success Action Plan template to outline the activities you and your team will implement in order to reach your goals.
The Missing Role from your Customer Success Org Chart: Customer Success Opera...Gainsight
Customer Success executives are realizing a new need for Customer Success Operations as a role in their organizations. As Customer Success become more mature, measurable, and process driven, there needs to be someone who is accountable for administering the programs and playbooks.
Customer Success Operations isn’t all that different from Sales Operations from a role perspective, but because CS Operations is an emerging role many teams are fighting an uphill battle to make the hire. Even after they secure the hire, a lot of teams struggle to hire the right candidate for the Customer Success Operations role. The Gainsight Customer Success team will walk you through the basics of Customer Success Operations and discuss why teams should consider hiring for this impactful role.
Deep-dive into how Gainsight manages risk from the CSM level. See how we build an effective workflow for visibility into customer risks and actionable steps for handling them.
Customer success is gaining momentum and many companies are transitioning into the new model that puts the customer in the center of operations.
This is an introductory presentation which helps explain where does customer success feet in the grand scheme of things, what is the charter of this initiatives and what is Totango technology.
How to Build Customer Success at an Early Stage Startup Gainsight
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 - How to Build Customer Success at an Early Stage Startup - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Hoopla, VeaMea, DiscoverOrg, Fliptop
How to Build the Ultimate Customer Success Board PresentationGainsight
Is there anything that causes more sleepless nights or gray hairs than planning a presentation before your Board of Directors? There’s so much riding on it, from your next fiscal year budget to near-term headcount to (potentially) the future of your career at your company. You know that every slide, every sentence, every chart and figure will be closely scrutinized.
Our all-star panel has been on both sides of this key business event, and they know exactly what you need to do to prepare and execute a flawless presentation for your board. Alfonso de la Nuez is CEO of UserZoom, a highly customer-centric company. Kristina Shen is a partner at Bessemer Venture Partners, and no stranger to receiving presentations on Customer Success. And finally, Nils Vinje is VP Customer Success at Rainforest QA and founder of Glide Consulting.
In this webinar, you will learn:
The top three things every CS leader should include in their deck
What board members really want to know about Customer Success
How to blend metrics, tactics, and strategy into a seamless presentation
And much more
How to measure your success as a Customer Success ManagerAmity
As CSMs, we can usually rattle off a number of metrics and statistics that we use to measure our customer's health and success -- but it gets a little less standardized when others ask us how we measure our own success. Renewals and churn are both important metrics to keep an eye on, but they're not the only ones.
In this webinar, we’ve partnered with Sparkcentral to discuss:
- The benefits of a top-down approach when re-evaluating CS team goals
- The importance of CSAT metrics
- Which KPIs to measure if Account Management and CS roles are combined
- Which questions to ask yourself when exploring and assessing your team’s current KPIs and goals
Join Krysta Gahagen and Julia Burnett, two Customer Success Managers from Sparkcentral, for the rundown of which KPIs are truly key for CSMs, and why.
The Customer Success Playbooks You Need to Drive AdoptionAmity
Driving adoption is critical for ensuring that customers get maximum value out of their technology investment. It is also increasingly important for technology providers as they continue to embrace recurring revenue business models.
Customer Success teams equipped with well-defined playbooks are uniquely positioned to deliver on this charter. In this webinar, Neil Jain and Aman Singh of Waterstone Management Group will share key insights and best practices around how to successfully drive adoption through Customer Success playbooks.
How to Drive Top-Line Growth with Customer Success Management MetricsGainsight
This presentation is all about growing your top-line revenue by leveraging Customer Success Management metrics.
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.
During the SaaS.City Customer Success bootcamp on Monday the 18th of September 2017, attendees at SaaStock 2017 found out how to manage customer risk, map customer health scores, justify the expense of Customer Success, and so much more.
The Customer Success Bootcamp mentors include Dan Steinman, GM of Gainsight EMEA; David Apple, VP of Customer Success at Typeform; and Cristina Georgoulaki, Head of Customer Success at Typeform. This event was exclusively for SaaStock conference ticket holders.
Hiring: Structuring and Recruiting A Customer Success Team to ScaleGainsight
Speakers:
Tomasz Tunguz, Partner at Redpoint Ventures
Mike McKee, SVP, Services and Customer Success at Rapid 7
Boaz Maor, Head of Global Customer Success at Intel Mashery
Presented at Pulse Conference 2015.
How to Scale Your Customer Success Management OrganizationGainsight
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 - How to Scale Your Customer Success Management Organization - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Box, Marketo, Salesforce.com
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Buil...Gainsight
Customer Success Best Practices for SaaS Retention: Metrics and KSFs for Building a High Performing Customer Success Team
Insight Venture Partners and Gainsight presented a webinar on customer success best practices for SaaS retention, including the crucial metrics and Knowledge and Skills Frameworks (KSFs) for building a high performing Customer Success team.
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.
QBR Playbooks That Drive Customer Accountability Amity
Responsible customers take initiatives to get more out of your solution. Such customers take control of their experience, and they are eager to grow with you. Sounds wonderful, doesn't it? If you're not there yet, don't panic. It takes some conscious efforts to nurture highly responsible customers. In this webinar you will learn:
• What the blueprint for a flawless Customer Business Review (aka QBR) looks like
• How do the best CSMs leverage QBRs to create responsible customers
• What is a maturity model, and how to develop your own and introduce it in QBRs
Now that you’ve developed your strategy to optimize customer usage, loyalty and renewal, use this Customer Success Action Plan template to outline the activities you and your team will implement in order to reach your goals.
The Missing Role from your Customer Success Org Chart: Customer Success Opera...Gainsight
Customer Success executives are realizing a new need for Customer Success Operations as a role in their organizations. As Customer Success become more mature, measurable, and process driven, there needs to be someone who is accountable for administering the programs and playbooks.
Customer Success Operations isn’t all that different from Sales Operations from a role perspective, but because CS Operations is an emerging role many teams are fighting an uphill battle to make the hire. Even after they secure the hire, a lot of teams struggle to hire the right candidate for the Customer Success Operations role. The Gainsight Customer Success team will walk you through the basics of Customer Success Operations and discuss why teams should consider hiring for this impactful role.
Deep-dive into how Gainsight manages risk from the CSM level. See how we build an effective workflow for visibility into customer risks and actionable steps for handling them.
Customer success is gaining momentum and many companies are transitioning into the new model that puts the customer in the center of operations.
This is an introductory presentation which helps explain where does customer success feet in the grand scheme of things, what is the charter of this initiatives and what is Totango technology.
How to use Customer Success to Prep for and Drive Contract RenewalsGainsight
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 - How to use Customer Success to Prep for and Drive Contract Renewals - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Concur, InsideView, Marketo
Balanced scorecard approach_Robert S KaplanRanjit Jose
One of the most consistent approaches to ensure that your function is adding the right kind of business value.
The Balance Scorecard has been around for decades now, but still so relevant in the business context.
Credits - Robert S Kaplan & The Havard Business School
Make 2016 the Year You Conquer Customer SuccessGainsight
2016 is just around the corner — and that means it’s time to set your business New Year’s resolution for 2016. But why settle for one generic goal like reducing churn or raising upsell? Why not resolve to make 2016 the year your organization invests in your customers as a major business driver?
Why Your Customer HealthScore is Useless and How to Overcome ItBoaz S. Maor
Customer Health Score (CHS) is a common and helpful metric for Customer Success Managers (CSM). But, it is insufficient to address opportunities and challenges with your customers. Why? Because it focuses on the vendor-customer relationship and fails to assess the maturity of the customer in running their business.
This is why Ralf Wiggten and I recently coined the term Customer Maturity Index (CMI) and developed a methodology for its calculation. Combining CMI with CHS provides the clarity needed for effective playbooks to maximize both the customer’s success and yours from the relationship.
This presentation explores the short-comings of common Customer Health Scores, provides the case for Customer Maturity Index, details a suggested methodology for CMI development within a company and provides practical tools for such development.
Inside Gainsight’s New Post-Sales Structure: Reorganizing the Team to Drive C...Gainsight
In this webinar, Allison Pickens, Gainsight's VP of Customer Success, will give you a detailed explanation of our new org chart as well as the philosophy behind the changes. She'll offer strategies on how to apply these principles and tactics to your own Customer Success team.
The Sales-to-CSM Handoff is your customers' first impression of their Customer Success team. Understand the best ways to use Gainsight to manage this process from your Sales to your Post-Sales team.
Preparing for board meetings can be a daunting task. In this week's webinar, our VP of Customer Success, Allison Pickens, discusses how to use Gainsight's rules and reporting capabilities to slash prep time and deliver an effective board meeting presentation.
3 Findings that Can Get Your Customer Revenue Back on the Path to Growth [Inf...ServiceSource
New disruptive business models are impacting how companies must strive to deliver ongoing value and drive growth from existing customers so as not to fall behind the competition. To explore how global B2B companies are tackling this challenge, ServiceSource recently conducted a benchmarking study looking at the relative maturity level with which these companies approach the management of customer success and revenue-growth related activities. The study found a direct correlation between Revenue Lifecycle maturity and top-line growth. This infographic illustrates this and other findings from the study, including:
- Data and technology are the two strongest drivers of Revenue Lifecycle maturity
- Lagging companies focus heavily on the transactional phases of the lifecycle such as renewals and upsells, while leading companies have more holistic approaches in addressing the entire lifecycle
- Leading companies show a culture of innovation and ability to rapidly identify and solve for the challenges inherent in the Revenue Lifecycle
Your company is going through a transformation, because your customers are demanding more. Whether you’re striving to deliver on your brand promise or reacting to digital disruption with innovative delivery models, your strategy needs to keep pace with the next-gen customer. Who is that next-gen customer and how will you win their loyalty?
Watch this informative webcast to explore how:
Digital transformation is driving the top 10 CXO boardroom priorities for 2015.
Effective customer lifecycle management delivers better business outcomes for next-gen customers and top-line growth for your company.
Using data-driven insights is the secret to engaging and keeping the next-gen customer.
Customer Success Best Practices. Learn how to be successful with customer success ensuring customer satisfaction, customer loyalty, cross-sell, up-sell and higher renewal business. This is a presentation from Dreamforce 2014
Combine usage data, predictive analytics and best practices to understand which customers to up-sell to and who to cross-sell to. Take your subscription business to new heights using ServiceSource technology and salesforce. This is a customer success presentation from Dreamforce 2014
Customer success on salesforce platform dreamforce 2014ServiceSource
Research shows that best-in-class customer success organizations achieve 95% customer retention rates. Is your customer success team falling short of this benchmark? Looking for new ways to significantly improve the performance of your customer success team? Join us to learn how to apply the right coverage with customer segmentation and playbooks, leverage success plans and health scorecards to focus reps, and track the right KPIs to monitor results and implement improvement.
The Three Things EVERY Aspiring SaaS Company Should Know!ServiceSource
This informative slide deck was the foundation of a webcast with ServiceSource and leading analyst firm IDC exploring the opportunities and challenges for companies making the transition to a SaaS or cloud-based business, including:
- The top 3 keys to success for software and hardware vendors to effectively manage the customer lifecycle and pave a shorter path to profitability
- Managing financial expectations in the marketplace
- Examples of companies that have successfully made the SaaS transition
- How usage and consumption insights are now the foundation for customer success driving successful SaaS businesses
Here is the link to the webinar!
http://corporate.servicesource.com/LP=279
Empowering Your Renewal Teams (ServiceSource and IDC Webinar, March 18, 2013)ServiceSource
Video & Presentation: http://corporate.servicesource.com/LP=276
Recurring revenue is estimated to be a $600 billion market, and it’s no surprise that when implemented correctly, recurring revenue streams can drive profitability and growth. But between the disparate data, timing pressures and competitive risk, successfully managing a renewals business can be tough. In this webinar, ServiceSource and IDC share their insights about what’s at stake and how to ensure a successful recurring revenue strategy.
Speakers:
Elaina Stergiades – Research Manager, Software Support Services Program, IDC
Jim Dunham – SVP Product Management, ServiceSource
Find New Revenue with Existing CustomersServiceSource
Industrial systems companies struggle with installed base data quality, reliability and governance. This directly impacts customer retention and limits growth strategies within an existing customer base.
Through this presentation
-- Learn how Johnson Controls extends the customer lifecycle by driving service attachment to assets, increasing replacement business win rates and expanding individual sale profitability.
-- Explore a model for leveraging data to displace the competition at record rates and realize your best-ever Net Promoter Score.
-- Discover a data management philosophy and process with proven results of spinning your customer data into gold.
Meet your 2014 Growth Engine: Subscription RevenuesServiceSource
This presentation highlights the critical elements for a successful recurring revenue business, whether it is maintenance and service contracts, warranties or subscription revenues. It also highlights how usage data and predictive analytics can help significantly improve customer retention and up-sell/ cross-sell. An ideal solution for customer success management offered by ServiceSource
Dreamforce 13: Engage with Intelligence to Retain for LifeServiceSource
This is a Dreamforce '13 presentation from our session on how to engage customers for life. This presentation highlights how companies can and are using data to help identify opportunities and engage with customer at the right moments to drive adoption and renewals.
Where Art and Science Collide: From New Sales to Renew SalesServiceSource
Where Art and Science Collide: From New Sales to Renew Sales was one of our top sessions at Dreamforce' 13. This presentation highlights how companies can use different metrics to map and identify opportunities and reduce customer churn. It also highlights how organizations can operate differently to drive customer success
Dreamforce 2013 One Hit Wonder SessionsServiceSource
This is our presentation from a Dreamforce '13 session. The session highlights some key ways to reduce customer churn and increase retention. Ever wonder how a company can avoid being a ‘One Hit Wonder’ by reducing churn from existing customers? This session, led by Ashley Stirrup, SVP of product and solution marketing, highlights 5 crucial steps to reduce churn.
Webinar: 5 steps to maximize recurring revenue ServiceSource
Are you maximizing your recurring revenue performance?
Did you know $30 billion in recurring revenue goes unrenewed each year?
ServiceSource & Rockwell Automation share 5 proven best practices to help industrial system companies boost and retain more revenue.
Renew OnDemand™ is the industry's only cloud application built specifically to maximize recurring revenue. This application arms sales teams, executives, and channel partners with a complete system to renew customer contracts and subscriptions. Learn how Renew OnDemand can help you retain more customers and increase your recurring revenue by
-- turning disparate data into renewal-ready opportunity
-- making your sales teams more effective
-- gaining deeper business insights through dashboards and analytics
Renew OnDemand™ is the industry's only cloud application built specifically to maximize recurring revenue. This application arms sales teams, executives, and channel partners with a complete system to renew customer contracts and subscriptions. Watch the demo to learn how Renew OnDemand can help you retain more customers and increase your recurring revenue.
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
Website – www.pmday.org
Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
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How to Create a Customer Success Charter
1. How to create a customer success
charter
Accelerate customer success and recurring revenue growth
with a clear mission, goals and execution roadmap
June 2015
Michele Ballinger
Product Marketing
ServiceSource
2. Initial
Sale Retention
+ Renewal
Upsell +
Cross-Sell
Onboarding +
Adoption
ServiceSource Confidential Information
Revenue Lifecycle Management
Drive business transformation with this
five-step diagnostic approach to recurring
revenue growth:
1. Define a revenue lifecycle and
customer success charter
2. Conduct a revenue lifecycle assessment
3. Benchmark to the RLM Maturity Model
4. Identify gaps aligned to strategy and
goals
5. Develop an action plan and prioritize
Retaining and growing revenue from existing customers
5. ServiceSource Confidential Information
“How do we accelerate time-to-first-value and
deliver on our brand promise?”
“How do we organize around our customer and
maximize retention?”
“How do we optimize business processes to lower the
cost to serve, retain and expand customers?”
ServiceSource Confidential Information
Market experts report that product investments are being redirected
to customer experience innovations.
“How do we design agile processes that are
ultra responsive to customer needs?”
6. ServiceSource Confidential Information
Customer
A holistic, customer-centric approach accelerates success
Product
Management
Customer
Marketing
Customer
Success
Account
Management
Customer
Support
Your customer success charter should not
solely focus on your customer success team!
8. ServiceSource Confidential Information
Customer success charter blueprint
7
➤ Charter statement
➤ Mission and vision
➤ Objectives, goals and success measures
➤ Executive leader, team composition, roles and
responsibilities
➤ Charter roadmap
➤ Risk analysis and assessment
➤ Communication plan
10. ServiceSource Confidential Information
An introduction to the charter that provides context for all
stakeholders, including:
– Why a RLM initiative is needed
– Problem(s) that will be solved
– Alignment to business strategy
– Expected business impact
– Cost not to solve
What is the charter statement?
11. ServiceSource Confidential Information
Key questions to answer
• What questions are being asked by executive leadership?
• What are current results or metrics?
– Churn, retention, attrition rates
– Cost of customer acquisition, retention, expansion
– Renewal, cross-sell, upsell revenue
• What are the most significant problems?
• What business goals are being impacted due to the
current state of business?
• What is the expected business impact?
• What is the cost of not implementing the charter?
12. ServiceSource Confidential Information
Example charter statement
A Revenue Lifecycle Management transformation initiative is being formed to organize our
business around the customer to maximize customer lifetime value and grow recurring
revenue. The historic approach has undermined the company’s ability to cost-effectively deliver on
our brand promise to our customers. This is resulting in high customer churn (over 15%), low
renewal yield due to heavy discounting, CAC over 6k, CRC over 3k, and a CEC of 3k per
upsell and 1k per cross-sell. Execution of a new customer success charter will result in
significant operational efficiencies that will lower our cost to serve by 20% and increase
recurring revenue by 15%. This initiative will help us achieve our 2016 revenue goals, as well as
improve the roll-out of new mobile services to our customers. If we do not move forward with this
initiative, then we will continue to lose $500,000 a year due to inefficient processes, customer
churn and missed revenue opportunities.
14. ServiceSource Confidential Information
What are the mission and vision statements?
These statements will be used across the company to
communicate what you are going to achieve.
• Vision statement
– Outlines the desired future state
– Inspirational “north star”
• Mission statement
– Succinct overview of the charter, defining:
• What it does
• Who it does it for
• How it does what it does
15. ServiceSource Confidential Information
Key questions to answer
• For writing a vision statement (craft a future state):
– What will communicate an image of the future that will
make people feel connected to the transformation?
– What exciting possibilities will the charter unlock for
the company? For individuals?
– Is the vision statement easy for people to repeat?
• For writing a mission statement:
– What teams will be impacted by the charter?
– What do people need to know to understand how their
job contributes to achieving the vision?
– Can the mission be articulated by all employees?
16. ServiceSource Confidential Information
Example mission and vision statement
Failing to plan is planning to fail…
Vision
We lead the global educational services industry through innovation, expertise and by providing a seamless
customer experience that delivers measureable business results and exceeds the expectations of our
customers.
Mission
We deliver high-quality educational content that provides measurable business results to colleges and
universities world-wide. We orchestrate customer success across all teams to provide a seamless customer
experience that results in long-term and profitable customer relationships.
In our webinar last month, Ryan Warren and I introduced Revenue Lifecycle Management and the ServiceSource Maturity Model. If you missed the webinar, you can view it via the replay available on servicesource.com. During the webinar we introduced 5 steps that will help you drive business transformation and get on the fast track to recurring revenue growth. In today’s webinar we are going to focus on step 1: Defining a customer success charter.
Define a Revenue Lifecycle and Customer Success Management Charter—What is our vision, goals, objectives and success criteria and how do we eliminate silos and communicate a company-wide RLM strategy?
Conduct a Revenue Lifecycle Assessment – What are we doing today in different teams, what does the customer journey look like and what are our current processes?
Benchmark to a RLM Maturity Model – How do we stack up in each area against the maturity model?
Identify gaps aligned to strategy and goals – Which processes and activities should we worry about?
Develop an Action Plan and Prioritize—Where should we start and how do we execute?
The difficulty in answering these questions is due to the fact that you are busy running a team that is focused on a core set of objectives and deliverables. This is true whether you are a part of customer success, marketing, sales or account management, support, product management or even finance! You are all working to deliver an extraordinary customer experience at the lowest possible cost. But each department has their own challenges, goals, and processes. If teams are pulling in different directions, the result for your customer is an awful experience. Creating a Customer Success Charter ensures that everyone across the company understands the customer journey and their role in the customer experience. It ensures that customer-centricity is part of your corporate DNA, and not just a buzz-word.
Because after all, we ALL know that failing to plan is planning to fail.
Now I know that focusing on customer success or your customer experience is not new to a majority of you on the phone. Most of you are charged with running a customer success team. You are being asked some tough questions by your executive leadership team, as they look to redirect funding towards customer experience innovations. As the head of customer success you are viewed as the expert – even if you don’t own the entire customer relationship or have the authority to change processes outside of your team. Your leaders want to know …
“How do we organize around our customer and maximize retention?” There are some key questions that go along with this seemingly straight forward questions. Such as who owns the customer relationship? If you don’t have a chief customer officer, then most likely multiple leaders are charged with individual components of the revenue lifecycle. We will discuss this a bit more in a minute.
Other critical questions are around delivering on your brand promise, lowering cost to serve – including Customer acquisition and support costs, but also around the cost to retain a customer and the cost of expansion. And don’t forget the questions that delve into how quickly can you expand or contract customer-facing teams, and how quickly can you change processes, services, and delivery based on changing market and customer requirements.
The difficulty in answering these questions is due to the fact that you are busy running a team that is focused on a core set of objectives and deliverables. This is true whether you are a part of customer success, marketing, sales or account management, support, product management or even finance! You are all working to deliver an extraordinary customer experience at the lowest possible cost. But each department has their own challenges, goals, and processes. If teams are pulling in different directions, the result for your customer is an awful experience. Creating a Customer Success Charter ensures that everyone across the company understands the customer journey and their role in the customer experience. It ensures that customer-centricity is part of your corporate DNA, and not just a buzz-word.
Note that I said that creating a Customer Success charter ensures that everyone across the company understands the customer journey and their role in the customer experience. Your Customer Success Charter should not focus on a Customer Success Team. It needs to focus on Delivering measurable business results to your customers.
A successful Customer Success Charter will ensure that executive leadership will be able to identify the business impact and key elements of creating successful customers at a glance. It is important to note that your customer success charter is different from a typical team charter, as you are not just construction a project, but a business transformation initiative, so you also need to consider change management and quality improvement, as part of the charter.
Charter Statement: the first item stakeholders are going to want at a glance is why are we transforming our customer success business processes. Therefore the first part of your charter needs to create the urge support for the transformation. It helps to outline the former business processes and demonstrate what is wrong. Is it costly? Is the customer experience inconsistent? Is your churn rate too high? If you can demonstrate urgency, business impact, and ROI, then your charter is more likely to be approved.
Truly organizing around the customer experience requires a business transformation, which requires buy-in from your executive leadership team. Even if you have executive support and the right questions are being asked the extent of changes that are required may complex and overwhelming. And although overall business transformation is the appropriate course of action, you will need to provide an at-a-glance statement to justify why significant change and substantial financial results can only be achieved with a holistic organizational approach. The Charter Statement is the introduction to and provides context around the charter. It outlines why a Revenue Lifecycle Management initiative needs to be created, the problem (s) that need to be solved, how the initiative is aligned to the greater business strategy, the expected business impact, and the cost not to solve the problems.
An introduction to the charter that provide context for all stakeholders, including:- Why a RLM Initiative is needed- Problem(s) that will be solved- Alignment to business strategy- Expected business impact- Cost not to solve
These statements will be used across the company to communicate what you are going to achieve. Without a clear mission and vision, individuals and teams can too easily get side-tracked and focus on their own agendas verses the overarching goal.
The vision outlines the desired future state or “north star” that encourages people to get behind the transformation and alignment of resources.
The mission statement provides a succinct overview of what the charter will do, for who, and how the expected business impact will be achieved.