Customer Success will be the conversation in San Francisco this October! If you’re going to Dreamforce this year – or have just read about it – you probably noticed when building your agenda that Marc Benioff’s keynote is titled “Welcome to the Customer Success Platform”, a subtle nod to the theme of this year’s conference. Join Anthony Kennada, Gainsight’s VP Marketing, and his guests Chance Curtiss, Customer Success Executive at Salesforce.com and Thomas Lah, Executive Director, of TSIA, for an in-depth preview of cloud computing’s biggest stage from the Customer Success perspective. Specifically, we will cover: - The historical context behind the Customer Success movement - Must-see sessions, breakouts and events at Dreamforce 2014 - How to go beyond the expo hall and evolve your Customer Success strategy The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.

1. A Customer
Success Guide
to Dreamforce
Sept 25
2014

2. Housekeeping
• Q&A panel on your right
• Recording for colleagues who can’t make it
• All attendees will receive slides
• Twitter hashtag #customersuccess

3. Your Presenters
Anthony Kennada
VP of Marketing
Chance Curtiss
Customer Success Executive
Thomas Lah
Executive Director

4. A Culture of Customer Success
Chance Curtiss
Customer Success Executive

5. How Can I Get More?
Request a meeting with us:
Let’s Meet at Dreamforce

6. Dreamforce 2013 Recap
The Customer Success Dreamforce Debut

7. 2013 2014

9. The Customer Success Conversation
at #DF14
Learn and Play

12. 12 Pillars of Customer Success
Tuesday, October 14th at 11:00 AM
InsideView Open Lounge at One Kearny
Dan Steinman, Chief Customer Officer at Gainsight
Using Customer Success to Grow LTV
Tuesday, October 14th at Noon
Westin San Francisco Market Street, Metropolitan Ballroom (Partner Zone)
Nick Mehta, CEO at Gainsight and Chris Cabrera, CEO at Xactly

13. Partner Keynote
Monday, October 13th at 10:00 AM
Moscone West – 3rd Floor
Tyler Prince, EVP Channels & Alliances at Salesforce.com
Nick Mehta, CEO at Gainsight
Growth Hacking Customer Success
Tuesday, October 14th at 11:30 AM
Yerba Buena Gardens, Terrace
Lincoln Murphy, Customer Success Evangelist
Also…
Special (Secret) Announcement

14. How Can I Get More?
Request a meeting with us:
Let’s Meet at Dreamforce

15. Thomas Lah
Executive Director
Technology Services Industry Association (TSIA)

16. The State of “Customer Success”
Dreamforce Keynote
Hilton, Ballroom B, San Francisco
4:30pm, Oct. 13th
16

17. Topics Covered
• Outcome chains of Customer Success
• Net new capabilities of Customer Success
– What is different
• Current state of Customer Success
• If you are starting Customer Success
17

18. TSIA Customer Success Baseline Benchmark
18
Software
49%
SaaS
29%
Services
Hardware
13%
9%
Company Types
Software SaaS Hardware Services

19. Three Profiles of Customer Success
80%
70%
60%
50%
40%
30%
20%
10%
0%
What % of CSM time is allocated to the following activities?
Adopters Retainers Expanders
Adoption Retention Expansion Other
Source: TSIA 2014 Customer Success Baseline Benchmark 19

20. Participant Profiles
40%
37%
10%
13%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Adopters Retainers Expanders None of These
Profiles
% of respondents in each profile
Source: TSIA 2014 Customer Success Baseline Benchmark 20

21. Where CSMs Come From
40%
What % of CSMs are hired from the following
resource pools?
32%
3%
41%
31%
27%
9%
17%
30%
1% 1% 0%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Adopters Retainers Expanders
Customer Support Professional Services Sales and Marketing Product Group
Source: TSIA 2014 Customer Success Baseline Benchmark 21

22. The Questions to Answer…
• Which organizational structures for Customer Success
make sense when …
• What does “best in class” cost performance look like for
Customer Success?
• Which Practices are most effective in achieving the
target objectives of adoption, retention, and expansion?
• How do we cost effectively scale Customer Success?
22

23. Moscone North (N1007)

24. How Can I Get More?
Request a meeting with us:
Let’s Meet at Dreamforce

25. Thank You!

26. How Can I Get More?
Request a meeting with us:
Let’s Meet at Dreamforce