Setting up for Success with Measurable Goals and QBRs
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This document discusses setting up for success with measurable goals and quarterly business reviews (QBRs). It includes perspectives from customer success managers at Gainsight, Workday, and Apttus. They discuss determining key performance indicators (KPIs) to measure against business objectives, what metrics to track over the customer lifecycle, and how to conduct QBRs to ensure business value is being realized.
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Setting up for Success with Measurable Goals and QBRs
- 1. ©2015 Gainsight. All Rights Reserved. Setting Up For Success with Measurable Goals and QBRs Moderator: Elaine Cleary, Senior Customer Success Manager at Gainsight Helen Valentine, Director of Customer Success at Workday Dave Rhein Sr. Director of Customer Success at Apttus
- 2. ©2015 Gainsight. All Rights Reserved. Dir, Customer Success David Rhein
- 3. ©2015 Gainsight. All Rights Reserved. APTTUS QUOTE-TO-CASH QUOTE CONTRACT REVENUEOPPORTUNITY ERP DEAL MANAGEMENT REVENUE RECOGNITION CONTRACT LIFECYCLE MANAGEMENT PARTNER COMMERCE RENEWAL MANAGEMENT BILLING ORDER MANAGEMENT CONFIGURE PRICE QUOTE E-COMMERCE REBATE MANAGEMENT Channel Partners Internal Users Customers Increase Deal Value Increase Price & Decrease Discounts Increase Effectiveness of Promotions Eliminate Bottlenecks in Sales & Contracting Improve Forecasts Increase Deal Value Increase Price & Decrease Discounts Increase Effectiveness of Promotions Eliminate Bottlenecks in Sales & Contracting Improve Forecasts
- 4. ©2015 Gainsight. All Rights Reserved. Why Measure?
- 5. ©2015 Gainsight. All Rights Reserved. Why Measure? Business Value not Realized Business Value Realized
- 6. ©2015 Gainsight. All Rights Reserved. How to Measure? What is a Key Performance Indicator (KPI)? • It is a metric used to measure performance against business objectives What does a KPI look like? • It can be a number or a ratio • It needs to measure the key drivers of business value • Conversion rate, Average order value, etc. How does Apttus determine which KPIs are important? • Customers are buying our product for a number of reasons • To improve “X” • To reduce “Y”
- 7. ©2015 Gainsight. All Rights Reserved. What to Measure?
- 8. ©2015 Gainsight. All Rights Reserved. What to Measure?
- 9. ©2015 Gainsight. All Rights Reserved. How to Measure? the best benchmark for tracking KPIs is your organization’s past performance Sell More Sell Bigger Sell Anywhere Improve Close Rates Reduce Proposal Time Reduce Cycle Time Increase Gross Margin Closed Won Opps / Sales Reps Net New ACV / Closed Won # Opps by State/Country/etc # quotes accepted / # quotes created Quote created to Submit for approval Approval to Approved to Accepted Sales – COGS / Sales
- 10. ©2015 Gainsight. All Rights Reserved. How to Measure?
- 11. ©2015 Gainsight. All Rights Reserved. How to Measure?
- 12. ©2015 Gainsight. All Rights Reserved. When to Measure?Contract Signature Lifecycle Processes Measurement Processes Knowledge Transfer Welcome Meeting Intro to CSM Understand Reason for Purchase Define KVIs PS Kick Off/Discovery Implement Go Live Check-Ins QBR Renewal Benchmark SteerCo Goal Assessments Best Practice Review Goal Assessments Best Practices/ Steerco ImplementGet Started Escalations Renewal Preparation Adopt Renew
- 13. ©2015 Gainsight. All Rights Reserved. Director, Customer Success Operations Helen Valentine
- 14. ©2015 Gainsight. All Rights Reserved. Workday Overview A leading provider of enterprise cloud applications, Workday delivers financial management, human capital management, and analytics applications designed for the world’s largest organizations. Workday has more than 925 customers. More than 135 companies have selected Workday for Financial Management. Workday has attained a 97% customer satisfaction rating the last three years. Workday ranked #1 in the annual Best Places to Work in the Bay Area list in 2015 (fourth time receiving this honor)!
- 15. ©2015 Gainsight. All Rights Reserved. Director, Customer Success Ellen Terchila
- 16. ©2015 Gainsight. All Rights Reserved. Customer Goals Addressed via Workday’s APR Process
- 17. ©2015 Gainsight. All Rights Reserved. Director, Customer Success Patty O’Connell
- 18. ©2015 Gainsight. All Rights Reserved. Business Reviews Included in Our Premium Level of Service
- 19. ©2015 Gainsight. All Rights Reserved. THANK YOU
Editor's Notes
- If your customer doesn’t see value from your product or service, there low switching costs, lots of options Low Barrier To Entry Fast customer acquisition Revenue growth potential You know so much more about your customer Speed of innovation Lower barrier to exit Large customer volumes Revenue growth expectations Multiple sources of data to manage Competitive landscape & fickle customer base ----- Meeting Notes (3/26/15 16:06) ----- Try to find a good slide to quantify the impact. Got to address this now. ----- Meeting Notes (3/26/15 16:32) ----- Change to circles Pay as you go pricing
- Apttus provides end to end QTC functionality for your business and integrated QTC Intelligence that aligns your business teams across every region and channel to provide the most complete understanding available of each stage of your QTC process.
- Subscription vs Perpetual
- Realizing value = renewal
- A KPI is a metric, but a metric is not always a KPI. The key difference is that KPIs always reflect strategic value drivers whereas metrics may represent the measurement of any business activity.