Dan Steinman, Gainsight's Chief Customer Officer, dives into the key takeaways that should be applied in any organization with a recurring-revenue business model.

1. Dan Steinman
July 24, 2013
WEBINAR SERIES

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KEY TAKEAWAYS FROM PULSE 2013

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Dan Steinman is the Chief Customer
Officer at Gainsight.
Prior to Gainsight, Dan was VP of
Customer Success at Marketo and is a
recognized domain expert in the area of
Customer Success, especially in the SaaS
market.
He's honed his craft at companies both big
(IBM, SGI) and small (11th employee at
Epiphany, Co-Founder at NearbyNow).
His track record of success coincides with
his business passions –
1) Customers,
2) Building Teams, and
3) Emerging Markets

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PieterPaul: RT @rwang0: MyPOV: retention is much cheaper than new
sales. Growing a customer is a tail wind. Cost of acquisition is head
wind #pulseconf2013
joningai: RT @rwang0: MyPOV: this is not a war between Sales and
#CSM. this is about an integrated Customer Experience from day 1,
#pulseconf2013
chadhorenfeldt: RT @michaelstocker: End of #Pulseconf2013 This has
been the most targeted, on point event around Customer Success
I've attended. Thx #Gainsight
16v: SaaS Churn kills Growth; Customer Retention is a Growth
Accelerator buff.ly/16skmqP #customersuccess #pulseconf2013
emiliadanzica: #Pulseconf2013 ends the conference with Daft Punk, up
all night to lucky...amazing conference! I am in an industry I LOVE!
XactlyCorp: When you're firing a #customer, you are likely firing 10-15
future potential customers #PulseConf2013
pphilp: Customer Success can't just be one department, it needs to
be driven into the fabric of the culture.#PulseConf2013 Amen.

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Customer Success or Sales – which is more important?
It’s all about the data.
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Sales
Customer
Success

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Quotes from the VC Panel at Pulse:
Churn and retention are as important as growth.
Retention IS growth.
Retention is a measure of durability.
Churn is one of the limiters to growth.
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It’s not either/or – they are like gasoline and oil in a car.
Both are equally necessary for the car to run well.
They simply serve different purposes.

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Jim Barksdale
CEO, Netscape

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“The natural tendency of customers
left unattended, is towards churn.”

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I strongly suggest that you use both, wisely.

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Data
• $4,320
• 27 months
• 6 Support tickets
• 9
• 3 days ago
• 23%

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Information
• $4,320 Monthly Recurring Revenue
• 27 months Customer Lifetime
• 6 Support tickets In the past 90 days
• 9 Most recent NPS score
• 3 days ago Last reference
• 23% Usage growth this month

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Happy, healthy, active customer
ACTION – possible case study!
ACTION – upsell opportunity!
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Improved retention, upsells,
and customer satisfaction
Data
Information
Action