How to Align Customer Success Management with Services / Support / TrainingGainsight
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 Align Customer Success Management with Services/Support/Training - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Five9, Zendesk, Ooyala, ServiceRocket
How to Track Success and Demonstrate Value to Your CustomersGainsight
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 Track Success and Demonstrate Value to Your Customers - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Adobe Echosign, Apttus, Host Analytics
It’s budget season, and chances are you’re losing sleep over next year’s Customer Success spend. Have you allocated the right amount for headcount? Technology? Enablement? How will your Finance team respond? Are you even in the right ballpark?
Budgeting is one of the most stressful periods on any leader’s calendar—the stakes are just so high. What you need is an extremely practical, hands-on guide through the process from two experts who know the process as well as anyone—Gainsight’s CCO and CFO, Allison Pickens and Igor Beckerman.
In this webinar, you’ll learn:
How to scale your budget based on sales goals for new logos and ARR
Best practices for per-ARR expenditure
High-ROI investments for the next fiscal year
Tactics for setting headcount and CSM account load
And much, much more
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
From Customer Success Summit 2017 - Thomas Lah, Executive Director at TSIA discusses, "Building Customer Success Organizations".
Learn more about Customer Success Summit: http://customersuccesssummit.com
Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success.
Learn more at www.totango.com.
How to Align Customer Success Management with Services / Support / TrainingGainsight
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 Align Customer Success Management with Services/Support/Training - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Five9, Zendesk, Ooyala, ServiceRocket
How to Track Success and Demonstrate Value to Your CustomersGainsight
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 Track Success and Demonstrate Value to Your Customers - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Adobe Echosign, Apttus, Host Analytics
It’s budget season, and chances are you’re losing sleep over next year’s Customer Success spend. Have you allocated the right amount for headcount? Technology? Enablement? How will your Finance team respond? Are you even in the right ballpark?
Budgeting is one of the most stressful periods on any leader’s calendar—the stakes are just so high. What you need is an extremely practical, hands-on guide through the process from two experts who know the process as well as anyone—Gainsight’s CCO and CFO, Allison Pickens and Igor Beckerman.
In this webinar, you’ll learn:
How to scale your budget based on sales goals for new logos and ARR
Best practices for per-ARR expenditure
High-ROI investments for the next fiscal year
Tactics for setting headcount and CSM account load
And much, much more
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
From Customer Success Summit 2017 - Thomas Lah, Executive Director at TSIA discusses, "Building Customer Success Organizations".
Learn more about Customer Success Summit: http://customersuccesssummit.com
Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success.
Learn more at www.totango.com.
Most critical SaaS metrics everybody should trackStrive Analytics
Don't get lost in space! Understanding SaaS metrics is no rocket science.
We recently got a lot of user request to explain and detail critical SaaS metrics.
Not only lifeless definitions but also how they're calculated, why they are useful and how they are connected to each other.
This guide gives you a simple to understand introduction into SaaS metrics. So, we grouped them into three parts: acquisition, retention and revenue.
And these are some of the metrics, we're going to introduce:
Customer Acquisition Cost (CAC), User Churn, Retention Rate, Revenue Churn, Customer Liftime Value (LTV) and Monthly Recurring Revenue (MRR).
Enjoy!
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
Customer Success as a movement is so young even compared to other emerging tech sectors. But it's changing so fast it can be hard to justify it to your financial department. Scott Golden, Gainsight's Director of Customer Success Strategy, will deep dive into a data-driven webinar all about how you can account for Customer Success in such a rapidly-evolving industry.
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 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
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 Hire and Compensate Your Customer Success Management Team - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from BllueJeans Network, Zendesk, Demandbase, SAP
Slides from my session at the Gilbane conference 2015.
Recurring Revenue: Why Subscription Models are the New Hot Business Model (Again)
Wednesday, December, 2: 4:00 p.m. - 5:00 p.m.
There are those who have been “doing” subscriptions longer than many - newspapers, newsletters, journals, and magazines, to name a few. While traditional publishers are evolving and still thriving, today subscriptions are a hot "new" business model being used to sell anything and everything from information, data, software, music, services, articles, books, cars, make-up, and apps -- pretty much anything one can imagine being sold on a recurring basis. (Yes, even underwear.) In this session we will walk through the drivers and strategies businesses need to keep in mind launching and scaling subscription revenues. We will also walk through case studies and war stories direct from publishers, SaaS, data and other subscription-focused businesses.
Moderator:
Kathy Greenler Sexton, CEO & Publisher, Subscription Insider
Panelists:
Catherine Giffi, Director, Strategic Market Analysis, Wiley
Jim Fosina, CEO & Founder, Amora Coffee & Tea and Fosina Marketing Group
Dan Burkhart, CEO, Recurly
Peter Figueredo, Founding Partner, Subscription Practice Lead, & Head of Client Services, House of Kaizen
Customer Success is one of the most influential tools in your toolbox and a staple of successful organizations -- but should you charge for it?
Learn the answer and more on Join Nick Mehta, CEO of Gainsight, and Omid Razavi, SaaS Customer Success & Services Advisor, as they discuss:
- If and when you should charge for customer success
- How to create a customer success pricing plan
- How to tier your customer success services
Setting up a successful customer success strategy starts with knowing your customer, tailoring your product to suit their needs and offering it at a price where value is truly understood. Can't attend live? Register anyway and you'll receive a copy of the recording afterward.
Customer Success Summit Keynote
Presented by: Thomas Lah, Executive Director, TSIA
Customer success has become one of the hottest capabilities technology companies find themselves investing in today. For technology-as-a-service providers, customer success potentially holds the key to retaining customers and expanding customer relationships. However, TSIA has been inundated with inquiries from member companies that are struggling to deliver customer success at scale.
In this closing keynote, TSIA executive director Thomas Lah will leverage recent benchmark data and industry observations to outline a seven-step approach to establishing and scaling a customer success capability. From the charter to the financial model to enabling technology, Thomas will provide practical frameworks customer success organizations can leverage as they grow.
How to Scale Your Customer Success Network by Aligning With Channel PartnersGainsight
The challenge of ensuring client and end-user outcomes is much, much tougher when you sell through the Channel. The business model is solid: Channel Partners drive new revenue at scale very effectively. But how do you protect that revenue when it comes time for renewal and upsell? In other words, how do you protect your customers, their ARR, and their outcomes in the Channel?
We’re so excited to present Jen Spencer, VP of Sales & Marketing at Allbound, joined by Karl Rumelhart, VP of Products at Gainsight. Together they represent the definitive authority on how to leverage best practices and cutting-edge technology to set your customers up for success through the Channel from your company’s very first outreach at the top of the funnel all the way through renewal and expansion.
In this webinar, you’ll learn:
Common hurdles facing Customer Success Managers when working with Channel Partners
How to align with Sales & Marketing to create effective operations that ensure healthy customers
How to structure your Partner relationships around positive, repeatable customer outcomes
How to capture and analyze data insights when you don’t have great access to customer usage information
Best practices including technology and tactics for running a world-class CSM org in the Channel
Much, much more
Lead Gen & Customer Conversions - Filling the Funnel and Getting RevenueJoe Gelata
This presentation gives a high level overview of funnel theory then dives into methods to fill, convert, and enhance your revenue funnel. It finishes with some tips and lessons learned.
Mapping the Customer Journey with Engagement ModelsGainsight
Dan Steinman, GM of Gainsight EMEA, and Sue Nabeth Moore, Founder of Success Track Enterprise, discuss the role of engagement models in the process of mapping the customer journey.
Customer Success Keynote - SIIA Maximize 2014Totango
Presented by Totango CEO, Guy Nirpaz, at Maximize 2014.
The key takeaway is that Customer Success is the new frontier for SaaS businesses. With the market very much transformed by the subscription economy, it is imperative that SaaS companies need to take a new approach to drive recurring value to their customers and take the time to map out the customer journey.
Most critical SaaS metrics everybody should trackStrive Analytics
Don't get lost in space! Understanding SaaS metrics is no rocket science.
We recently got a lot of user request to explain and detail critical SaaS metrics.
Not only lifeless definitions but also how they're calculated, why they are useful and how they are connected to each other.
This guide gives you a simple to understand introduction into SaaS metrics. So, we grouped them into three parts: acquisition, retention and revenue.
And these are some of the metrics, we're going to introduce:
Customer Acquisition Cost (CAC), User Churn, Retention Rate, Revenue Churn, Customer Liftime Value (LTV) and Monthly Recurring Revenue (MRR).
Enjoy!
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
Customer Success as a movement is so young even compared to other emerging tech sectors. But it's changing so fast it can be hard to justify it to your financial department. Scott Golden, Gainsight's Director of Customer Success Strategy, will deep dive into a data-driven webinar all about how you can account for Customer Success in such a rapidly-evolving industry.
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 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
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 Hire and Compensate Your Customer Success Management Team - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from BllueJeans Network, Zendesk, Demandbase, SAP
Slides from my session at the Gilbane conference 2015.
Recurring Revenue: Why Subscription Models are the New Hot Business Model (Again)
Wednesday, December, 2: 4:00 p.m. - 5:00 p.m.
There are those who have been “doing” subscriptions longer than many - newspapers, newsletters, journals, and magazines, to name a few. While traditional publishers are evolving and still thriving, today subscriptions are a hot "new" business model being used to sell anything and everything from information, data, software, music, services, articles, books, cars, make-up, and apps -- pretty much anything one can imagine being sold on a recurring basis. (Yes, even underwear.) In this session we will walk through the drivers and strategies businesses need to keep in mind launching and scaling subscription revenues. We will also walk through case studies and war stories direct from publishers, SaaS, data and other subscription-focused businesses.
Moderator:
Kathy Greenler Sexton, CEO & Publisher, Subscription Insider
Panelists:
Catherine Giffi, Director, Strategic Market Analysis, Wiley
Jim Fosina, CEO & Founder, Amora Coffee & Tea and Fosina Marketing Group
Dan Burkhart, CEO, Recurly
Peter Figueredo, Founding Partner, Subscription Practice Lead, & Head of Client Services, House of Kaizen
Customer Success is one of the most influential tools in your toolbox and a staple of successful organizations -- but should you charge for it?
Learn the answer and more on Join Nick Mehta, CEO of Gainsight, and Omid Razavi, SaaS Customer Success & Services Advisor, as they discuss:
- If and when you should charge for customer success
- How to create a customer success pricing plan
- How to tier your customer success services
Setting up a successful customer success strategy starts with knowing your customer, tailoring your product to suit their needs and offering it at a price where value is truly understood. Can't attend live? Register anyway and you'll receive a copy of the recording afterward.
Customer Success Summit Keynote
Presented by: Thomas Lah, Executive Director, TSIA
Customer success has become one of the hottest capabilities technology companies find themselves investing in today. For technology-as-a-service providers, customer success potentially holds the key to retaining customers and expanding customer relationships. However, TSIA has been inundated with inquiries from member companies that are struggling to deliver customer success at scale.
In this closing keynote, TSIA executive director Thomas Lah will leverage recent benchmark data and industry observations to outline a seven-step approach to establishing and scaling a customer success capability. From the charter to the financial model to enabling technology, Thomas will provide practical frameworks customer success organizations can leverage as they grow.
How to Scale Your Customer Success Network by Aligning With Channel PartnersGainsight
The challenge of ensuring client and end-user outcomes is much, much tougher when you sell through the Channel. The business model is solid: Channel Partners drive new revenue at scale very effectively. But how do you protect that revenue when it comes time for renewal and upsell? In other words, how do you protect your customers, their ARR, and their outcomes in the Channel?
We’re so excited to present Jen Spencer, VP of Sales & Marketing at Allbound, joined by Karl Rumelhart, VP of Products at Gainsight. Together they represent the definitive authority on how to leverage best practices and cutting-edge technology to set your customers up for success through the Channel from your company’s very first outreach at the top of the funnel all the way through renewal and expansion.
In this webinar, you’ll learn:
Common hurdles facing Customer Success Managers when working with Channel Partners
How to align with Sales & Marketing to create effective operations that ensure healthy customers
How to structure your Partner relationships around positive, repeatable customer outcomes
How to capture and analyze data insights when you don’t have great access to customer usage information
Best practices including technology and tactics for running a world-class CSM org in the Channel
Much, much more
Lead Gen & Customer Conversions - Filling the Funnel and Getting RevenueJoe Gelata
This presentation gives a high level overview of funnel theory then dives into methods to fill, convert, and enhance your revenue funnel. It finishes with some tips and lessons learned.
Mapping the Customer Journey with Engagement ModelsGainsight
Dan Steinman, GM of Gainsight EMEA, and Sue Nabeth Moore, Founder of Success Track Enterprise, discuss the role of engagement models in the process of mapping the customer journey.
Customer Success Keynote - SIIA Maximize 2014Totango
Presented by Totango CEO, Guy Nirpaz, at Maximize 2014.
The key takeaway is that Customer Success is the new frontier for SaaS businesses. With the market very much transformed by the subscription economy, it is imperative that SaaS companies need to take a new approach to drive recurring value to their customers and take the time to map out the customer journey.
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.
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.
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.
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
Companies are leaving money on the table. There is huge opportunity to increase renewal rates and capture more recurring revenue. Learn best practices to improve your renewals program.
Customer Experience Matrix Mechanics and Geeky CRM Cx CEMClient X Client
Customer and marketing analytics using CxC Customer Experience Matrix as rules framework. Big data, omnichannel and multichannel marketing, programattic markiting, CRM and internet of things make customer management, campaign management business processes exponentially more complex requiring a Customer Experience Framework, The CxC Customer Experience Framework enables managers to "automate what works and spend their time innovating."
InfoCision Chief Marketing Officer Ken Dawson presented at the DMA 2010 Conference & Exhibition. He shared how to effectively measure churn rates in order to retain customers; how to utilize Business Intelligence to identify which channel is most effective for each customer/donor; and how to execute a life time value analysis to better understand which customers/donors are worth keeping vs. those who are not profitable.
Chapter 4 Creating Customer Value, Satisfaction, and LoyaltyNishant Agrawal
Creating Customer Value, Satisfaction, and Loyalty
Organizational Charts
What is Customer Perceived Value?
Determinants of Customer Perceived Value
Steps in a Customer Value Analysis
Measuring Satisfaction
What is Quality?
From Incubation to Reality: Business Model Innovation Within the Enterprise (...Zuora, Inc.
Borderfree - Mary Ransom, SVP, Consumer Products & Insights,
Intacct - Mark Gervase, Sr. Marketing Manager
Learn how Borderfree built and launched its first B2C business model in just 7 months. By leveraging the power of existing assets like salesforce.com and Intacct, and making strategic decisions about which new technologies to build versus buy, Borderfree added a new subscription service to its portfolio while staying within pre-established organizational boundaries.
Developing Relationship with Channel Partners Rebecca Sanders
Strategic channel partnerships provide scale to an organizations sales efforts. Developing these partnerships is both an art and a science and requires on-going planning, measurements and alignment to adjust to market dynamics. The Association of Strategic Alliance Professionals, "ASAP" invited me to speak at the Silicon Valley Chapter meeting on channel partner development. I hope you enjoy the presentation. Rebecca Sanders
Customer Lifetime Value to Prioritize Customer Experience ManagementClearAction
Calculating customer lifetime value is 1 of 6 customer experience management success factors. It motivates executives and prioritizes employee engagement in differentiating customer experience.
See https://ClearAction.com
This presentation offers an overview of the Digital Health space, including thematic investment areas, business models, metrics for evaluation, and adoption models for digital health interventions.
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?
How loyalty programs help brick and mortar retailers win customers back in th...PwC Polska
How to win back customer and prepare for the challenges? How to build brand loyalty? ☛ See presentation from our webinar | More: https://pwc.to/36AoCaA
Prevent your customers from reducing their purchases of products and services by using Customer Attrition Management PowerPoint Presentation Slides. Discuss various ways through which the company can manage the customer churn by using customer churn management PPT slideshow. The presentation describes key statistics associated with customer churn, present customer situation in a firm, types of customer churn, methods to handle customer attrition, churn propensity model, the impact of successful implementation of churn management, dashboard, etc. Customer attrition PPT templates help to track the customer churn rate on monthly basis. Discuss four stages of customer churn management which allows the company to handle customer attrition. Take advantage of customer churn analysis PPT layouts and showcase how the firm can prevent customer churn. The company can handle the churn issue by detecting the churn signals and triggers from the customer. Depict information about the various marketing campaigns in order to retain its customer from churning. Provide ways to prevent churn through predictive analysis by downloading customer churn prediction PPT presentation. https://bit.ly/2R7GztG
Driving Customer Acquisition and Growth with ExperimentationOptimizely
Taking a narrow view of experimentation data and looking solely at basic conversion metrics like clicks, lead generation or purchases may actually be limiting your growth strategy. In this session, you’ll learn how to draw confident conclusions about your experiments and their revenue impact, and avoid common pitfalls. ClassPass optimization expert, Nina Bayatti will share her experience approaching every customer acquisition effort as a hypothesis to be tested and how even when presented with positive outcomes she takes a critical eye to the results. By leveraging down-funnel data to evaluate the full story, Nina is able to identify which experiments are truly serving her goals beyond a single conversion metric.
How Enterprise SaaS Companies Justify Investment in Customer SuccessGainsight
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 Enterprise SaaS Companies Justify Investment in Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Bazaarvoice, ToutApp, Enviance, LinkedIn
This presentation was presented at #CustomerAnalytics Conference, Chicago 2014 by Maruti Peri, VP Sales.
BRIDGEi2i helps businesses extract each ounce of loyalty in today's “Age of the Customers” as customer loyalty keeps fighting an uphill battle with increased product choices and proliferation of prospective client information. To know more about BRIDGEi2i Customer Intelligence Solutions, visit http://www.bridgei2i.com/customer-intelligence.html
Subscribed 2016: Metrics that Matter - An Operational Framework for Running Y...Zuora, Inc.
Unlike traditional financial metrics, subscription metrics are forward-looking metrics that give insight into your customer’s success as well as the health of your business. From ARR to churn, learn from best-in-class companies how your metrics can drive growth.
Check out Zuora Academy for more actionable advice for finance, marketing, tech, operations, product, and more. All the info you need to build and run an amazing subscription business: https://www.zuora.com/academy/
In this prescriptive breakout session learn what successful Solution Providers are doing to build their Cloud/Mobility business. This workshop is designed for Solution Provider new to cloud/mobility marketplace or have not yet seen success. Success in the new marketplace starts with a Practice Statement, entails new ideas on building marketing savvy and better sales execution. We will cover a variety of tools, tips and techniques partners are using to drive Cloud /Mobility success.
Topics:
• Why you need to create a Practice Statement
• Aligning your marketing message to fit your Cloud strategy
• Building your Cloud marketing program that is unique and is active
• Creating a sales mentality and compensation program that works
• Developing a Business Guidance sales mentality
http://www.ingrammicrocloud.com
Similar to Transitioning to a Subscription-based Business Model (20)
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
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.
Transitioning to a Subscription-based Business Model
1. Transi0oning
to
a
Subscrip0on-‐based
Business
Model:
A
Checklist
for
Success
hosted
by:
2. Jon
Ge@nger,
SVP
Marke0ng
Ashley
S0rrup,
SVP
Product
and
Solu0on
Marke0ng
hosted
by:
3. Subscrip0on
businesses
by
the
numbers
Subscrip0on
businesses
by
the
numbers
10
10%
3.1
3.1
100
6x
Chance
customers
will
become
loyal
if
they
are
not
loyal
within
Chance
customers
will
become
the
first
90
days
a8er
provisioning
loyal
if
they
are
not
loyal
within
the
first
90
days
a8er
provisioning
Years
before
a
customer
become
profitable
Years
before
a
customer
becomes
profitable
Percent
of
profits
from
exis>ng
customers
for
subscrip>on
More
expensive
to
acquire
a
new
customer
vs.
renew
an
businesses
exis>ng
customers
hosted
by:
4. Subscrip0on
customer
lifecycle
Acquire
Retain
• What
is
the
right
plan?
• Is
usage
mee0ng
expecta0on?
• How
to
transi0on
from
free
to
paid?
• Are
customers
comple0ng
the
on-‐
boarding
and
training?
• What
are
your
compliance
and
en0tlement
policies?
Renew
Grow
• What
is
the
• What
are
the
correla0on
between
upsell
&
cross-‐sell
usage
and
price?
opportuni0es?
• What
payment,
pricing
and
terms
are
available?
• What
is
the
next
best
offer
based
on
derived
value?
• Are
customers
seeing
the
full
value
of
the
offering?
hosted
by:
5. Metrics
to
measure
performance
throughout
the
lifecycle
Acquire
• Customer
Acquisi0on
Cost
Ra0o
(CACR)
• Breakeven
point
• Free
Trail
Conversion
Rate
Retain
• Cancela0on
Reason
Analysis
• End
User
Adop0on
• Usage
Analy0cs
Renew
Grow
• Renewal
Rate
• Upsell/Cross-‐Sell
Rate
• Churn
Rate
• Customer
Renewal
Cost
Ra0on
(CRCR)
• Customer
Life0me
Value
(CLV)
• Conversion
Reason
Analysis
hosted
by:
6. Automa0ng
the
customer
experience
Acquire
• On
boarding
• Service
enablement
• Coupon
redemp0on
Retain
• Single
view
of
your
customers
• Mul0ple
plan
offerings
Renew
Grow
• Self
service
• Offer
triggers
• Assisted
• Plan
op0miza0on
hosted
by:
7. Ac0onable
tasks
based
on
segmenta0on
High
Risk
HI
•
•
•
Immediate
save
play
Adop0on
plays
/
on-‐boarding
plays
High-‐touch
customer
engagement
Moderate
Risk
MED
•
•
•
Iden0fy
any
specific
factors
(e.g.
compe00on)
Adop0on,
training,
or
upsell
plays
Watch
list
with
quarterly
contact
Low
or
Very
Low
Risk
LOW
•
•
•
•
Low-‐touch
renewals
play
120
days
before
expira0on
Self-‐service
op0ons
with
annual
customer
check-‐ins
Cross-‐sell
play
Collect
quan0ta0ve
characteris0c
data
to
confirm
segmenta0on
hosted
by:
8. Automa0on
vs.
high-‐touch
engagement
Determine
the
best
type
of
customer
engagement
based
on:
8%
• Usage
• Subscrip0on
value
• Poten0al
CLV
• Health
score
by
engaging
with
customers
on
a
quarterly
basis
Consider
role
specializa@on
based
on
business
needs
and
complexity
of
your
solu0on
hosted
by:
9. Current
Recurring
Revenue
Alliance
Members
Recurring
Sales
Recurring
Revenue
Analy@cs
Data
&
Integra@on
hosted
by:
10. How
we
can
help
Increase
renewal
rates
and
efficiency
Op0mize
subscrip0on
revenue
throughout
the
customer
lifecycle
15pt
improvement
in
renewal
rates*
20%
increase
in
sales
produc0vity**
Op>onal
Maximize
performance
with
our
experts
in
customer
success
and
renewal
sales
Best
prac>ce
process
&
industry
benchmarking
*Based
on
internal
studies,
companies
who
worked
with
ServiceSource
reduced
churn
by
an
average
of
9
points
**ServiceSource
internal
study
comparing
sales
produc>vity
before
and
a8er
using
Renew
OnDemand
showed
an
average
increase
of
20%
hosted
by: