How to Win in On Premise with Customer Success
•
2 recomendaciones•868 vistas
Customer Success has revolutionized SaaS businesses over the last decade, but it hasn't stopped there. Learn how the On Premises industry leverages Customer Success to achieve growth.
Recomendados
Recomendados
Más contenido relacionado
La actualidad más candente
La actualidad más candente (20)
Similar a How to Win in On Premise with Customer Success
Similar a How to Win in On Premise with Customer Success (20)
Más de Gainsight
Más de Gainsight (20)
Último
Último (20)
How to Win in On Premise with Customer Success
- 1. How to Win in the On Premises Industry with Customer Success
- 2. Dan Ahrens Sr. Customer Success Manager Tom Wix Director, Customer Success Operations
- 3. Dan Ahrens Sr. Customer Success Manager Foundations of Success
- 4. “Customer Success is when your customers achieve their Desired Outcome through their interactions with your company.” Lincoln Murphy (Customer Success Evangelist)
- 5. ©2015 Gainsight. All Rights Reserved. TRANSACTION ECONOMY FUNNEL The Old World PROACTIVE CUSTOMER ACQUISITION REACTIVE CUSTOMER SERVICE SALES SUPPORT $
- 6. ©2015 Gainsight. All Rights Reserved. PROACTIVE CUSTOMER SUCCESS SUPPORT ADOPT RENEWEXPAND $ $ $ SALES ⬆ 5-10% points expansion ⬆ 5-10% points retention ⬆ 3X customer outreaches $PROACTIVE CUSTOMER ACQUISITION RELATIONSHIP ECONOMY HOURGLASS The New World
- 7. ©2015 Gainsight. All Rights Reserved. CUSTOMER SUCCESS IN PRACTICE The Challenge STRATEGYSEGMENT High Touch Mid Touch Tech Touch ENTERPRISE MID- MARKET SMB PROACTIVE JUST-IN-TIME AUTOMATED
- 8. Tom Wix Director, Customer Success Operations Leading the On Premises Industry with Customer Success
- 10. The challenges Alfresco faced were clear… Inconsistent performance Reactive Pure renewals No real understanding of customer health Challenges
- 11. Alfresco had clearly defined goals Health score baseline and improvement Leverage technology and managing success plans and scale Establish proactive tasks for consistency and efficiency Goals
- 12. We approached our implementation with a focus on balancing simplicity and effectiveness Roles • Accountable Owner • Operational Lead • User Leads • Steering Committee Plan • Health Score Structure • Calls-to-Action Definition • Systems Prep • Initial Scoring and Adjustments • Data Cleanup Adoption • Start small, grow steadily • Adopt top-down and inside-out • Maintain simplicity Approach
- 13. We designed our health score to be an even mix of subjective and objective criteria Version Currency, 15% Support Usage, 10% Sev 1 Issue, 10% Finance Status, 5% Solution in Production, 10% Customer Relationship, 40% Partner Effectiveness, 10% HealthScoring
- 14. Calls-to-Action (CTAs) are proactively triggered playbooks that help drive best practice approaches Events • Quarterly Reviews • Onboarding • Renewal Process Risks • Collections Challenge • Delay in Go-Live • Key Contact Change • Missing Win Report • Renewal Marked “At-Risk” • Severity One Case Created Opportunities • Upsell • Consulting • Training Gainsight monitors our customers continuously and when specific criteria are met, a CTA is triggered and a playbook is initiated. A playbook is a group of tasks with timelines, guidelines, etc. to help CSMs and Sales align to best practice and to help leadership drive accountability. CTAs
- 15. We’ve learning a lot in utilizing Gainsight • Data cleanliness is critical • Keeping things simple and smart • Create champions from the beginning • Operations KeyLearnings
- 16. We’re continuing to expand on the Gainsight footprint • Refine Health Measures • Expand Tool Usage • Continuous Proactive Actions • Success Plans FuturePlans
- 17. Thank You for Watching!