Expert Success Series: How Salesforce Partners Are Maximizing Renewal and Retention Rates

©2015 Gainsight. All Rights Reserved.

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Salesforce ISV Expert Success Series

Doug Chaney Ajay Agarwal Lincoln Murphy VP, Customer Success

Brainshark

Pat Kelly Customer Success

Evangelist Gainsight

Managing Partner Bain Capital Ventures

RVP ISV Partners

Salesforce


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What does it mean to be a Customer Company?

Doug Chaney RVP, ISV Partners

Salesforce


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How Gainsight Thinks About Customer Success

Lincoln Murphy

Customer Success Evangelist Gainsight


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 Director

Bain Capital Ventures


How do we calculate Net Revenue Retention?

Existing Revenue

Expansion Revenue

Lost Customers

Net Revenue


Why Your Board Cares About Customer Success

0x

5x

15x

20x 20

14 E

V/ R

even

ue M

ultip

le

Estimated Dollar Net Renewal Rate 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 Success Brainshark



Brainshark: Customer Health Score Elements Presentations Non Archived Score

New Presentations Score

Users Score

Views Score

Campaign Participation Score

Tech Support Score

Advocacy Activities Score

Lifecycle Score

CSM Score

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/CTAs Metrics


Brainshark: Metrics

88.0%%

90.0%%

91.0%% 93.0%%

81.8%%

81.0%%

84.0%%86.0%%

79.0%%

83.0%%

82.5%%

83.0%%

70.0%%

75.0%%

80.0%%

85.0%%

90.0%%

95.0%%

1/1/2015% 2/1/2015% 3/1/2015% 4/1/2015%

Net%Revenue%Reten6on%by%Customer%Tier%

Pla6num%

Gold%

Silver%

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 for our panel



THANK YOU


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Expert Success Series: How Salesforce Partners Are Maximizing Renewal and Retention Rates