driving customer success in the subscription economy by nick mehta, ceo of gainsight
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Sept
2013
Driving Customer Success in the
Subscription Economy
Nick Mehta
2
3
My DadMe
(Looking Cool)
4
“In Enterprise Software You
Either…”
Build a Product
Or Sell It
6
2 Learnings
7
Everyone Says 90-Something
Retention
8
Retention Takes Work
success noun \sek-’ses\
10
Why? What? How?
11
Why?
Per-Year Per-Cycle Per-Click
The Subscription Economy
Friction for a Customer to Join
Friction for a Customer to
Leave
VendorSuccess
CustomerSuccess
VendorSuccess
CustomerSuccess
VendorSuccess
CustomerSuccess
VendorSuccess
CustomerSuccess
16
What?
17
What’s Really Changed?
• Case-driven• Efficiency metrics• Cost center• Support function• Responsive
18
What’s Really Changed?
• Case-driven• Efficiency metrics• Cost center• Support function• Responsive
• Health-driven• Success metrics• Revenue driver• Strategic function• Proactive
19
How?
Starts With Culture
Sales Gong
Customer Success Gong
3 Steps to Success
1. Create org2. Measure customer health3. Standardize approach
1. Org: Everyone Owns It
1. Org: Firefighters
CEO
Sales Services
Customer Success
Management
1. Org: Sales-Oriented
CEO
Sales
CSM / Renewals /
Account Management
Services
1. Org: Service-Oriented
CEO
Sales Services
Customer Success
Management
Professional Services Training Onboarding Support
1. Org - Integrated
CEO
New Business Sales
Chief Customer
Officer
Renewals / Account
Management
Customer Success
Management
Professional Services Training Onboarding Support
1. Org - Partnership
CEO
Sales
Renewals / Account
Management
Services
Customer Success
Management
Professional Services Training Onboarding Support
1. Org – Where Do You Fit?
Business Maturity
Pro
du
ct
Com
ple
xit
y
Firefighter
Sales-Oriented
Service-Oriented
Integrated Model
Partnership Model
2. Measure Customer Health
Financial Health: Payment history, credit score
Contract: Term, spend
Relationship: Surveys, key sponsors
Adoption: Usage, features
Interaction: Support, other contacts, social
3. Standardize Approach
High Touch
Low Touch
No Touch
JUST-IN-TIME
AUTOMATION
PROACTIVE
STRATEGY
Gainsight
COMMON CHALLENGES
•Identifying at-risk customers early
•Scaling team cost—effectively
•Finding up-sells and advocates
•Consolidating 360º view of customer
•Getting time from internal IT team
Approach
High Touch
Low Touch
No Touch
Drive Up-Sell
JUST-IN-TIME
AUTOMATION
PROACTIVE
Scale Customer Success
STRATEGY
Save Customers
ROI
Thank You!
You
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