Moneyball Case Study: The Atlassian Story of Customer Success

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The document discusses customer success at Atlassian, an enterprise software company. It notes that while 80% of companies believe they deliver superior customer experience, only 8% of customers agree. The document outlines Atlassian's approach to customer success, including creating a dedicated team and system to focus on customers. It also shares learnings like the difference between employee and end-user recommendations, the time needed for change, and celebrating wins.

©2015 Gainsight. All Rights Reserved.
President
Jay Simons

©2015 Gainsight. All Rights Reserved.
Delivery matters!

©2015 Gainsight. All Rights Reserved.
Every company is a software company

©2015 Gainsight. All Rights Reserved.
Atlassian helps teams get to done!

©2015 Gainsight. All Rights Reserved.
Our model

©2015 Gainsight. All Rights Reserved.
A new approach to enterprise software

©2015 Gainsight. All Rights Reserved.
Customer success @ most companies

©2015 Gainsight. All Rights Reserved.
Customer success @ Atlassian

©2015 Gainsight. All Rights Reserved.
How likely are you to recommend Atlassian to a friend?

©2015 Gainsight. All Rights Reserved.
Out of 362 leading companies surveyed,
80% believe they deliver a superior
customer experience, but only 8% of their
customers agree.
BAIN & COMPANY

©2015 Gainsight. All Rights Reserved.
+35

©2015 Gainsight. All Rights Reserved.
+7

©2015 Gainsight. All Rights Reserved.
Learnings
1. End-users matter (expect -20-30 pts difference)
2. Change takes more time than you think
3. Create a system + a team
4. Celebrate the wins

How can you measure the value of customer success to your organization? What is the actual bottom-line dollar value customer success will have for your company? Join Dan Steinman, Chief Customer Officer at Gainsight, and special guest Kate Leggett, VP and Principal Analyst at Forrester Research to learn the answers to these questions and more. Dan and Kate will discuss the economic value customer success has had on various industries and what potential value it holds for the future of your company. This data-driven-webinar will cover topics such as: The economic value model of customer success for SaaS, financial services, and other industries How to lead your company in customer success The benefits of adopting customer success as an organization

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Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to: Create a campaign using Mailchimp with merge tags/fields Send an interactive Slack channel message (using buttons) Have the message received by managers and peers along with a test email for review But there’s more: In a second workflow supporting the same use case, you’ll see: Your campaign sent to target colleagues for approval If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team But—if the “Reject” button is pushed, colleagues will be alerted via Slack message Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors. And... Speakers: Akshay Agnihotri, Product Manager Charlie Greenberg, Host

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