how to use customer success to drive revenue growth through up-sells

How to Drive Up-Sell Through Customer Success

Bradley Mirkovich, Concur

Brent Grimes, MuleSoft

Todd McEvilly, DocuSign

Brad Mirkovich

General Manager, Americas

CNQR - 2013 - $545 Million

20,000+ customers in 100+ countries

4,000+ global employees

25 Million registered users

Send over $12 Billion to banks per year

750,000 logins daily

TRAVEL AND EXPENSE CLOUD PLATFORM LEADER

CUSTOMERSUCCESSVISION

Client Development exists as a focal point for the customer to achieve success with Concur.

Anticipating, identifying, and meeting our customer needs is key to Concur’s continued success.

We will measure our impact through revenue growth, customer retention, and relationship health.

CONCURCROSS SELLALIGNMENT

Concur Americas Enterprise Organization Structure:Client Development – 75Sales – 110 (exclusive of overlays)

Upsell/Cross Sell Revenue is the responsibility of both sales and our Client Development Organization. Both are paid on this revenue.

Product Set Engagement Client Satisfaction

ContractualPerformance

Feature Adoption

CONCUR CUSTOMER SUCCESS INDEX

Engagement Client Satisfaction

Feature Adoption

ContractualPerformance

Product Set

• Core Products• Upsell to core • Cross Sell – add on

products and services

CONCUR CUSTOMER SUCCESS INDEX

ContractualPerformance• Core Product

Utilization• Contractual

Term

• Webinar attendance

• Fusion Exchange• Fusion• User Group

participation• Business Review• LinkedIn Client

Group membership• Contractual

Performance

• Net Promoter Score

• End User Survey• Sales Reference• Concur Star

Engagement

• Measurement/ benchmarking

• Scope• Best practices• Dashboard

alignment

CUSTOMERSUCCESS

Todd McEvillyDocuSign Inc.

Vice President, Account Management

DOCUSIGN CONFIDENTIAL 11

About DocuSignVision

Empower organizations to “keep business digital.”

Leader in Market Share

2009 2010 2011 2012 2013

Leader Among Analysts

Leader in Users

#1eSignatureTakes Off

#1eSignature

Wave

#1eSignatureSolutions

DocuSign Enterprise Account ManagerMission: Manage client relationship throughout the customer lifecycle, ensuring maximum value of our partnership through strategic alignment of the DocuSign solution and client business strategy.

1. Main Point-of-contact throughout customer life cycle:• Ensure your on-going satisfaction and value delivery• Customer Advocate/Issue Escalation

2. Adoption:• Monitor & drive utilization• Help identify use case expansion opportunities

3. Pro-active Communication:• Recurring Status Calls to monitor partnership• Strategic Business Reviews

4. Sharing Success:• Customer Community Engagement & Best Practices Sharing• Internal & External Marketing

AdoptionIncrease Consumption

RetentionDecrease Churn

GrowthIncrease Installed-Base

Bookings

Measuring Success:

Brent GrimesMuleSoft

VP Global Customer Success

MuleSoft

Explosion of endpoints driven by the mega-trends of SaaS, big data and the Internet of Things• 2,200+ SaaS companies• 11,000+ open APIs• 50 billion devices and objects will be

connected to the Internet by 2020

• 300+ employees, growing to 500+ by end of year

• Offices in San Francisco, Atlanta, New York, Buenos Aires, London, Sydney, Singapore

• 2013: 91% subscription revenues growth

• 60%+ of new revenue driven by SaaS and/or mobile integration

• MuleSoft’s Anypoint™ Platform: the only unified integration platform for SaaS, SOA and APIs

MULESOFT MISSION• Connect the world’s

applications, data and devices

Market Momentum

MuleSoft Momentum

MuleSoft Mission

Customer Success when growth is the charterVision Deployment Value Realization Growth

Differentiated new customer experience

Prescriptive value realization to growth

Renewal as an opportunity

Requires a complete lifecycle approach

Customer Success @ MuleSoftVision Deployment Value Realization Growth

Guiding principle• Customer Success is a company wide

missionCustomer Success charter

• Proactive, growth-focused engagement

• Rich and current view of every customer

• Blueprint for customer success

Where we are• Building to deliver on this charter

How we prioritize• Maximize 2014 impact• Prioritize bookends

• New customer experience• Renewals as an opportunity

Q&A