Salesforce ISV Expert Success Series - How Salesforce Partners are Maximizing Renewal and Retention Rates

©2015 Gainsight. All Rights Reserved.

Child-like Joy

Salesforce ISV Expert Success Series

Doug Chaney Ajay Agarwal

Lincoln Murphy

VP, Customer Success

Brainshark

Pat Kelly Customer Success

EvangelistGainsight

Managing PartnerBain Capital

Ventures

RVP ISV PartnersSalesforce


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What does it mean to be a Customer Company?

Doug ChaneyRVP, ISV Partners

Salesforce


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How Gainsight Thinks About Customer Success

Lincoln MurphyCustomer Success EvangelistGainsight


What Peter Drucker said about customer success

“The purpose of business is to create

and keep a customer.”

Peter Drucker


lower-case customer success

When your customers achieve their Desired Outcome through their

interactions with your company, that is customer success.


Desired Outcome defined

Desired Outcome has two parts:Required Outcome and

Appropriate Experience.


Do you know enough to achieve customer success?

• What matters to the company (customer)?

• How do we judge success?• At the Company level?• Org level?• Individual level?

• Qualitative and Quantitative


Attrition

• Attrition Issues are often the initial catalyst for investing in Customer Success

• Once the bleeding stops, growth comes into focus


But let me be very clear…

Expansion only happens when the customer is achieving their Desired

Outcome


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The VC Perspective on Customer Success

Ajay Agarwal

Managing DirectorBain Capital

Ventures


How do we calculate Net Revenue Retention?

Existing RevenueExisting Revenue

Expansion Revenue

Expansion Revenue

Lost CustomersLost Customers

Net Revenue

Net Revenue


Why Your Board Cares About Customer Success

0x

5x

15x

20x

60% 70% 80% 90% 100% 110% 120%

Source: Altimeter and FactSet 10/2014

10x


How Customer Success Effects Valuation

• Customer Success is the Foundation for Growth and

Revenue.

• How much value are you delivering to your customers? Are your

customers seeing 10x more value than what they are paying?

• Are your customers enthusiastic about your product/service. Will they

buy more from you? Will they refer you to other clients?

• Is it dramatically easier and cheaper to expand your existing customer

relationship than it is to sell a brand new customer?


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Brainshark Customer Success Case Study

Brainshark sales enablement software increases sales productivity and accelerates revenue through creating better sales conversations. Content – Training - Insight

Pat Kelly VP, Customer

SuccessBrainshark



Brainshark: Customer Health Score Elements

1

2

3

4

5

6

7

8

9


Data-driven health scores to identify customer pain points

• Scorecards summarize health across your most critical metrics

• See components

over time to see exactly why overall scores changed

• Qualitative and quantitative scores to handle the “art and science” of customer success


Roll-up of Accounts & their health scores


Brainshark: Customer Health Score Components

Usage Data

CSM Assessment Data

Engagement

Data

CSM Score


Brainshark: Customer Health Score Components

Usage Data

CSM Score

Engagement

Data

CSM Assessment Data

Alerts/Alerts/CTAsCTAsAlerts/Alerts/CTAsCTAs

MetricsMetricsMetricsMetrics


Brainshark: Metrics

Platinum Customer

Gold Customer

Silver Customer


Brainshark: Metrics


Brainshark: Results


Watch our Deep Dive Session and Download the questionnaire

Julia Guyadeen from Gainsight and Edward

Hejtmanek of Ooyala will walk you through the

creation of a health score. Download our

health score questionnaire to create a health

score for your organization.


Questions forour panel



THANK YOU


Salesforce ISV Expert Success Series - How Salesforce Partners are Maximizing Renewal and Retention Rates

Business

lowercase customer success

customer company

company customer

customer success ajay

existing customer relationship

brand new customer

desired outcome

company level