how gainsight's ceo uses gainsight
TRANSCRIPT
©2015 Gainsight. All Rights Reserved.
Child-like Joy
APRIL 17, 2015
FUEL REVENUE GROWTH WITH CUSTOMER SUCCESS
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
April 17, 2015
Gainsight on Gainsight:
CEO View
©2015 Gainsight. All Rights Reserved.
• This webinar is being recorded
• Post Q&A questions into questions section
Housekeeping
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Board/Angel
©2015 Gainsight. All Rights Reserved.
• Introduction
• Sunday: Weekly Prep
• Monday: Coaches’ Meeting and 1-1s
• Monday: Product Meeting
• Wednesday: Code Red Meeting
• Any Day: Client Prep
• Crazy Day: Board Meeting
Today’s Session
©2015 Gainsight. All Rights Reserved.
• Introduction
• Sunday: Weekly Prep
• Monday: Coaches’ Meeting and 1-1s
• Monday: Product Meeting
• Wednesday: Code Red Meeting
• Any Day: Client Prep
• Crazy Day: Board Meeting
Today’s Session
©2015 Gainsight. All Rights Reserved.
0x
5x
15x
20x
20
14
EV
/ R
eve
nu
e M
ultip
le
Estimated Dollar Net Renewal Rate
60% 70% 80% 90% 100% 110% 120%
Source: Altimeter and FactSet 10/2014
10x
Why Your CEO Should Care About Customer Success
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
• “The customer is totally healthy”
• “No one uses that feature”
• “Customer Success is getting a lot better”
• “Support is a major issue”
• “We have no references”
Overheard In Past Companies…
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©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
CAVEAT: CUSTOMER NAMES
AND AXES BLURRED TO
PROTECT THE INNOCENT
©2015 Gainsight. All Rights Reserved.
• Introduction
• Sunday: Weekly Prep
• Monday: Coaches’ Meeting and 1-1s
• Monday: Product Meeting
• Wednesday: Code Red Meeting
• Any Day: Client Prep
• Crazy Day: Board Meeting
Today’s Session
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
• What code red accounts do I need to check into?
• What are my executive sponsor actions?
• What are the customer updates from last week?
• How is adoption going overall?
• What did recent surveys say?
Sunday Night Questions…
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What Code Red Accounts Do I Need To Check Into?
©2015 Gainsight. All Rights Reserved.
What Are My Executive Sponsor Actions?
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What Are The Customer Updates From Last Week?
©2015 Gainsight. All Rights Reserved.
How Is Adoption Going Overall?
©2015 Gainsight. All Rights Reserved.
What Did Recent Surveys Say?
©2015 Gainsight. All Rights Reserved.
• Introduction
• Sunday: Weekly Prep
• Monday: Coaches’ Meeting and 1-1s
• Monday: Product Meeting
• Wednesday: Code Red Meeting
• Any Day: Client Prep
• Crazy Day: Board Meeting
Today’s Session
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
• How is our ARR broken out by stage?
• Which customers are taking too long in onboarding?
• Which customers aren’t using our product?
• What renewals did we recently close?
• What up-sells did we recently close?
• Who are our top ARR customers?
• Who are our top usage customers?
Monday Coaches’ Meeting Questions…
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How Is Our ARR Broken Out By Stage?
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Which Clients Are Taking Too Long In Onboarding?
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Which Clients Aren’t Using Our Product?
©2015 Gainsight. All Rights Reserved.
Which Renewals Did We Recently Close?
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Which Up-sells Did We Recently Close?
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Who Are Our Top ARR Customers?
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Who Are Our Top Usage Customers?
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• How are the CSMs load balanced?
• Which CSMs are working on which renewals?
VP CSM 1-1 Questions…
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How Are The CSM Load Balanced By Customers?
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How Are The CSM Load Balanced By ARR?
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Which CSMs Are Working On Which Renewals?
©2015 Gainsight. All Rights Reserved.
• Introduction
• Sunday: Weekly Prep
• Monday: Coaches’ Meeting and 1-1s
• Monday: Product Meeting
• Wednesday: Code Red Meeting
• Any Day: Client Prep
• Crazy Day: Board Meeting
Today’s Session
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
• Which features are being used the most?
• Who are our top customers of those features?
• Who are our top users in those customers?
Product Meeting Questions
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What Are Our Top Features And Customers?
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Who Are Our Top Users?
©2015 Gainsight. All Rights Reserved.
• Introduction
• Sunday: Weekly Prep
• Monday: Coaches’ Meeting and 1-1s
• Monday: Product Meeting
• Wednesday: Code Red Meeting
• Any Day: Client Prep
• Crazy Day: Board Meeting
Today’s Session
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
• How many code red accounts do we have?
• What’s driving code red?
• Is this account getting better?
Code Red Questions…
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How Many Code Red Accounts Do We Have?
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What’s Driving Code Red?
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Is This Account Getting Better?
©2015 Gainsight. All Rights Reserved.
• Introduction
• Sunday: Weekly Prep
• Monday: Coaches’ Meeting and 1-1s
• Monday: Product Meeting
• Wednesday: Code Red Meeting
• Any Day: Client Prep
• Crazy Day: Board Meeting
Today’s Session
©2015 Gainsight. All Rights Reserved.
• What’s the contract information?
• How is the account health overall?
• How is usage trending?
• Who are our champions?
• Are they using advanced functionality?
• Are there any support landmines?
• How happy are they?
Client Prep Questions…
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What’s The Contract Information?
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How Is The Account Health Overall?
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How Is Usage Trending?
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Who Are Our Champions?
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Are They Using Advanced Functionality?
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Are There Any Support Landmines?
©2015 Gainsight. All Rights Reserved.
How Happy Are They?
©2015 Gainsight. All Rights Reserved.
• Introduction
• Sunday: Weekly Prep
• Monday: Coaches’ Meeting and 1-1s
• Monday: Product Meeting
• Wednesday: Code Red Meeting
• Any Day: Client Prep
• Crazy Day: Board Meeting
Today’s Session
©2015 Gainsight. All Rights Reserved.
• Past: How did we do in most recent period?
Present: How are we doing right now?
• Future: How will we do going forward?
Board Questions
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Past: Net Renewals By Quarter
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Past: Churn By Reason
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Past: Top Upsells By Customer
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Future: Active Cockpit Customers
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Future: NPS Trend
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Future: Health Score Versus Lifetime
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Future: Renewal Forecast
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Fact-based decision making
Customer Success as a priority
CEO appreciates CSM workload
Sleeping a tiny bit easier
Impact
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
©2015 Gainsight. All Rights Reserved.
2000+ Attendees
5/12 - 5/13
San Francisco
gainsight.com/pulse
Code: SUCCESS20
©2015 Gainsight. All Rights Reserved.