How to Win in On Premise with Customer Success
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Customer Success has revolutionized SaaS businesses over the last decade, but it hasn't stopped there. Learn how the On Premises industry leverages Customer Success to achieve growth.
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How to Win in On Premise with Customer Success
- 1. How to Win in the On Premises Industry with Customer Success
- 2. Dan Ahrens Sr. Customer Success Manager Tom Wix Director, Customer Success Operations
- 3. Dan Ahrens Sr. Customer Success Manager Foundations of Success
- 4. “Customer Success is when your customers achieve their Desired Outcome through their interactions with your company.” Lincoln Murphy (Customer Success Evangelist)
- 5. ©2015 Gainsight. All Rights Reserved. TRANSACTION ECONOMY FUNNEL The Old World PROACTIVE CUSTOMER ACQUISITION REACTIVE CUSTOMER SERVICE SALES SUPPORT $
- 6. ©2015 Gainsight. All Rights Reserved. PROACTIVE CUSTOMER SUCCESS SUPPORT ADOPT RENEWEXPAND $ $ $ SALES ⬆ 5-10% points expansion ⬆ 5-10% points retention ⬆ 3X customer outreaches $PROACTIVE CUSTOMER ACQUISITION RELATIONSHIP ECONOMY HOURGLASS The New World
- 7. ©2015 Gainsight. All Rights Reserved. CUSTOMER SUCCESS IN PRACTICE The Challenge STRATEGYSEGMENT High Touch Mid Touch Tech Touch ENTERPRISE MID- MARKET SMB PROACTIVE JUST-IN-TIME AUTOMATED
- 8. Tom Wix Director, Customer Success Operations Leading the On Premises Industry with Customer Success
- 10. The challenges Alfresco faced were clear… Inconsistent performance Reactive Pure renewals No real understanding of customer health Challenges
- 11. Alfresco had clearly defined goals Health score baseline and improvement Leverage technology and managing success plans and scale Establish proactive tasks for consistency and efficiency Goals
- 12. We approached our implementation with a focus on balancing simplicity and effectiveness Roles • Accountable Owner • Operational Lead • User Leads • Steering Committee Plan • Health Score Structure • Calls-to-Action Definition • Systems Prep • Initial Scoring and Adjustments • Data Cleanup Adoption • Start small, grow steadily • Adopt top-down and inside-out • Maintain simplicity Approach
- 13. We designed our health score to be an even mix of subjective and objective criteria Version Currency, 15% Support Usage, 10% Sev 1 Issue, 10% Finance Status, 5% Solution in Production, 10% Customer Relationship, 40% Partner Effectiveness, 10% HealthScoring
- 14. Calls-to-Action (CTAs) are proactively triggered playbooks that help drive best practice approaches Events • Quarterly Reviews • Onboarding • Renewal Process Risks • Collections Challenge • Delay in Go-Live • Key Contact Change • Missing Win Report • Renewal Marked “At-Risk” • Severity One Case Created Opportunities • Upsell • Consulting • Training Gainsight monitors our customers continuously and when specific criteria are met, a CTA is triggered and a playbook is initiated. A playbook is a group of tasks with timelines, guidelines, etc. to help CSMs and Sales align to best practice and to help leadership drive accountability. CTAs
- 15. We’ve learning a lot in utilizing Gainsight • Data cleanliness is critical • Keeping things simple and smart • Create champions from the beginning • Operations KeyLearnings
- 16. We’re continuing to expand on the Gainsight footprint • Refine Health Measures • Expand Tool Usage • Continuous Proactive Actions • Success Plans FuturePlans
- 17. Thank You for Watching!