Scaling Your Customer Success Program

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How many customers can you personally guarantee outcomes for? If you and your team have typical Customer Success workloads, you’re at that limit—or past it. But your company is adding new customers every quarter or its dying. How do you ensure those outcomes when your current ratio is unsustainable at scale? Learn from experts who’ve solved this problem at their companies in this session.

Business

Customer Success at Scale:
Driving Retention & Expansion
in Concur’s SMB Segment
Greg Stivers
SVP, Client Development - SMB
Concur Technologies
®2017 Gainsight.

2
About Concur
6500+ employees
Offices:
US
Australia
UK
Japan
India
Philippines
France
Germany
Hong Kong
Singapore
HQ: Bellevue
191m billable
transactions
processed annually
á 49%
SAP’s new
cloud bookings,
including Concur,
Q1 2017
Cloud DNA
Established
1993
> 60%
Fortune 500

205M
dollars of Invoices
Processed
847K
expense receipts
uploaded
430K
mobile log-ins
179K
trips booked
people around the world using
45M
A typical day at Concur

©2017 Gainsight. All Rights Reserved.
Customer Segmentation – Client Development
Enterprise
• Segmentation: > 1K employees
• Long term contracts
• Heavy renewal business
• $ ARR Growth in Client Base
SMB
• Segmentation: < 1K employees
• Majority of Contracts - 90 days
• Significant YOY Client Growth (YOY
40%+)
• Retention
• $ ARR growth in Client Base

©2017 Gainsight. All Rights Reserved.
SMB Client Success Journey
SMB Client
Segmentation
& Client
Engagement
Framework
Rollout
Gainsight
SMB Client Lifecycle
Engagement &
Alignment with Sales
Readiness /
Implementation
Go Live Adoption Optimization Renewal
Expand
New Business Sales
New Business Client Success
On Boarding Team
Client Success / Client Sales

Impacts – SMB Client Success
Revenue
Retention
Productivity
NowThen
Client Success source
less than 10% of
Expansion Sales
Client Success source
over team 50% of
Expansion Sales
10% Retention improvement YOY
And 36% improvement in Q1 full client
disconnects compared to
Last 4 QTR average
20% improvement in client to Customer
Success Ratios and more time spent on
proactive and value conversations
Multiple Systems to navigate
With no single view
Client Losses
trending up
©2017 Gainsight. All Rights Reserved.

©2016 Concur, all rights reserved. Concur is a registered trademark of Concur Technologies, Inc. All other company and product names are the property of their respective manufacturers. Specifications and other details listed are accurate as of
printing, but may change without notice.
Integrate partners
into retention
strategy
How we continue
to scale with high
growth
Optimize
Gainsight
Customer Journey Continues
©2017 Gainsight. All Rights Reserved.

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Scaling Your Customer Success Program

1. Customer Success at Scale: Driving Retention & Expansion in Concur’s SMB Segment Greg Stivers SVP, Client Development - SMB Concur Technologies ®2017 Gainsight.

2. 2 About Concur 6500+ employees Offices: US Australia UK Japan India Philippines France Germany Hong Kong Singapore HQ: Bellevue 191m billable transactions processed annually á 49% SAP’s new cloud bookings, including Concur, Q1 2017 Cloud DNA Established 1993 > 60% Fortune 500

3. 205M dollars of Invoices Processed 847K expense receipts uploaded 430K mobile log-ins 179K trips booked people around the world using 45M A typical day at Concur

4. ©2017 Gainsight. All Rights Reserved. Customer Segmentation – Client Development Enterprise • Segmentation: > 1K employees • Long term contracts • Heavy renewal business • $ ARR Growth in Client Base SMB • Segmentation: < 1K employees • Majority of Contracts - 90 days • Significant YOY Client Growth (YOY 40%+) • Retention • $ ARR growth in Client Base

5. ©2017 Gainsight. All Rights Reserved. SMB Client Success Journey SMB Client Segmentation & Client Engagement Framework Rollout Gainsight SMB Client Lifecycle Engagement & Alignment with Sales Readiness / Implementation Go Live Adoption Optimization Renewal Expand New Business Sales New Business Client Success On Boarding Team Client Success / Client Sales

6. Impacts – SMB Client Success Revenue Retention Productivity NowThen Client Success source less than 10% of Expansion Sales Client Success source over team 50% of Expansion Sales 10% Retention improvement YOY And 36% improvement in Q1 full client disconnects compared to Last 4 QTR average 20% improvement in client to Customer Success Ratios and more time spent on proactive and value conversations Multiple Systems to navigate With no single view Client Losses trending up ©2017 Gainsight. All Rights Reserved.

7. ©2016 Concur, all rights reserved. Concur is a registered trademark of Concur Technologies, Inc. All other company and product names are the property of their respective manufacturers. Specifications and other details listed are accurate as of printing, but may change without notice. Integrate partners into retention strategy How we continue to scale with high growth Optimize Gainsight Customer Journey Continues ©2017 Gainsight. All Rights Reserved.

8. THANK YOU ®2017 Gainsight.

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