©2015 Gainsight. All Rights Reserved. VP, Customer Success Anjanette Hill-Mendoza
©2015 Gainsight. All Rights Reserved.
VP, Customer Success
Anjanette Hill-Mendoza
©2015 Gainsight. All Rights Reserved.
Advent Software
About Advent:
•Leader in investment management software space, assisting our more than 4200 customer firms in 60 countries evolve and grow their business for 32+ years
•Focused on our Customers’ unique strategies and delivering exceptional investor services
A little about Me (@anjaneth):
•More than 18 years of experience in B2C and B2B Customer Success•SaaS and transactional/on prem software solutions•Customers, and bases, of all shapes and sizes
©2015 Gainsight. All Rights Reserved.
Today’s Theme is…
Engagement
©2015 Gainsight. All Rights Reserved.
On Premise Customers: a comparison
• Strong renewal rates• Loyalty is an understatement• TTV can be long• Highly customized solution• Customers can be slow to
innovate
• Good to Great renewal rates
• Relationship(s) is key
• TTV usually shorter
• Out of the box solution
• Customers love to innovate
On Premise Solutions SaaS Solutions
©2015 Gainsight. All Rights Reserved.
Engaging without Product Usage Data
No Usage Data?
©2015 Gainsight. All Rights Reserved.
Customer Temperature Gauges Come in Many Forms
• Involvement with support• Community engagement• Sentiment via surveys• Services usage• ARR growth• Upgrade and versions
history
• Willingness to act as reference• Conference/user groups/
Customer Advisory Board• Product feedback• Business review frequency• Your Customers’ success
metrics
Quantitative Qualitative
©2015 Gainsight. All Rights Reserved.
With those Gauges in Mind…
Customer Success is about YOUR level of engagement with the
Customer
©2015 Gainsight. All Rights Reserved.
Traditional Customer Lifecycle
©2015 Gainsight. All Rights Reserved.
Customer Lifecycle with Engagement and Gauges
Kick-Off Meeting
Strategy Session
‘Graduation’ Business Review
Health CheckTraining
Renewal Assist/BR
Success Metrics
Success Metrics
Community & Survey
Community & Survey
All of the Above
All of the Above
Support, Survey, Success Metrics
Support, Survey, Success Metrics
Support, ARR Growth, Surveys
Support, ARR Growth, Surveys
Services Usage
Services Usage
©2015 Gainsight. All Rights Reserved.
Make it Consistent
Consistency is key: provide a CSM workflow
©2015 Gainsight. All Rights Reserved.
Review and Calls to Action
•Customer Success is Customer Success regardless of the solution
•Engagement is ALWAYS key• Determine the temperature gauges that make
sense for your Customers AND business goals• Use those temperature gauges to build an
thoughtful Customer lifecycle • Provide your CSMs with a workflow that keeps
them on track
©2015 Gainsight. All Rights Reserved.
THANK YOU