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Building Your Customer
Success Practice
#customersuccess
Webinar Series
Dan Steinman
Chief Customer Officer,
Gainsight
Nello Franco
Customer Success
Executive and Influencer
Our Panelists
http:/...
Customer Success Mission
Proactively engage
with your customers
to ensure that they
are receiving value
from your solution...
Customer Success
Churn Risk Potential Upsell /
Strong Advocates
A B
NumberofCustomers
©blog.nellofranco.com 2013
Optimizin...
Customer Success
Churn Risk Potential Upsell /
Strong Advocates
NumberofCustomers
©blog.nellofranco.com 2013
A B
Deliverin...
By delivering value to your customers, you will see tangible results.
1
Customers will
stay with you
longer. (Higher
LTV, ...
Sales to existing customers are common to fastest growing SaaS
companies
What are you trying to achieve?
1
Are you an early
stage company who
wants to proactively
manage your
customer base?
Are y...
Based on what you’re trying to achieve with your CSM organization…
identify the measurable objectives of your next phase o...
The plan you deliver to your CEO should consist of more than just adding
headcount.
1
Quantify the
results you are
trying ...
Determine how you’ll apply across your customer segments.
And make sure the whole company is with you on this journey.
Should you…
Charge for Customer Success? Not charge for Customer Success?
Left to their own devices, the natural tendency of all customers is going
to be towards churn.
Customer Success is not an option in a recurring revenue business.
It’s something you do because it protects revenue and g...
A typical CSM has a level of product and domain expertise that makes
them extremely valuable to customers.
1. Customer rel...
There’s a word for providing product and domain expertise to customers
for a fee: Consulting.
Also known in the industry a...
Success with the product is a right.
You don’t have the power.
If you don’t deliver success, your customers will find another vendor.
You don’t want the fee to be the focus.
Not charging fees places your CSM organization in the value-added
position of deve...
Not charging for this role does not mean “Cost Center.”
Hard metrics such as churn, renewals, growth…and ultimately the
im...
Your Customer Success team should be the best lead-gen engine for
your Services team.
And you can pay them for doing it!
Not charging for Customer Success does not mean:
1. That it’s not valuable
2. That Consulting is a promotion
3. That you a...
Pressure to charge for it may mean you aren’t tying yourself to the right
metrics like renewal and upsell $$.
Thank You!
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Webinar | Building Your Customer Success Practice

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Join Dan Steinman, Gainsight's Chief Customer Officer, and Nello Franco, Customer Success Evangelist and former SVP of Customer Success at Lyris, for an enlightening discussion on how to build a CSM Team.

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Webinar | Building Your Customer Success Practice

  1. 1. Building Your Customer Success Practice #customersuccess Webinar Series
  2. 2. Dan Steinman Chief Customer Officer, Gainsight Nello Franco Customer Success Executive and Influencer Our Panelists http://blog.nellofranco.com @nfranco http://www.gainsight.com @GainsightHQ
  3. 3. Customer Success Mission Proactively engage with your customers to ensure that they are receiving value from your solution (not just your product).
  4. 4. Customer Success Churn Risk Potential Upsell / Strong Advocates A B NumberofCustomers ©blog.nellofranco.com 2013 Optimizing your resources for revenue impact
  5. 5. Customer Success Churn Risk Potential Upsell / Strong Advocates NumberofCustomers ©blog.nellofranco.com 2013 A B Delivering value across the board moves the curve
  6. 6. By delivering value to your customers, you will see tangible results. 1 Customers will stay with you longer. (Higher LTV, Lower Churn) Customers will act as advocates for future customers. (Lower CAC) 2 3 Customers will want to buy more. (Higher ACV, ARPU and LTV)
  7. 7. Sales to existing customers are common to fastest growing SaaS companies
  8. 8. What are you trying to achieve? 1 Are you an early stage company who wants to proactively manage your customer base? Are you trying to scale your CSM offering? Do you want better forecasting and predictability? 2 3 4 Are you trying to improve performance for a specific metric? • Churn • Upsell • Reference Customers
  9. 9. Based on what you’re trying to achieve with your CSM organization… identify the measurable objectives of your next phase of investment.
  10. 10. The plan you deliver to your CEO should consist of more than just adding headcount. 1 Quantify the results you are trying to achieve. Articulate how processes, people and technology are going to get you there. 2 3 Explain how you will measure the results.
  11. 11. Determine how you’ll apply across your customer segments.
  12. 12. And make sure the whole company is with you on this journey.
  13. 13. Should you… Charge for Customer Success? Not charge for Customer Success?
  14. 14. Left to their own devices, the natural tendency of all customers is going to be towards churn.
  15. 15. Customer Success is not an option in a recurring revenue business. It’s something you do because it protects revenue and generates growth.
  16. 16. A typical CSM has a level of product and domain expertise that makes them extremely valuable to customers. 1. Customer relationship skills 2. Product expertise 3. Domain expertise 4. Conduit to all other company resources
  17. 17. There’s a word for providing product and domain expertise to customers for a fee: Consulting. Also known in the industry as Professional Services.
  18. 18. Success with the product is a right.
  19. 19. You don’t have the power. If you don’t deliver success, your customers will find another vendor.
  20. 20. You don’t want the fee to be the focus. Not charging fees places your CSM organization in the value-added position of developing deep, long-term relationships with your clients.
  21. 21. Not charging for this role does not mean “Cost Center.” Hard metrics such as churn, renewals, growth…and ultimately the improvement to your company’s valuation should justify your investment.
  22. 22. Your Customer Success team should be the best lead-gen engine for your Services team. And you can pay them for doing it!
  23. 23. Not charging for Customer Success does not mean: 1. That it’s not valuable 2. That Consulting is a promotion 3. That you are not driving revenue
  24. 24. Pressure to charge for it may mean you aren’t tying yourself to the right metrics like renewal and upsell $$.
  25. 25. Thank You!
  • rcubes

    Sep. 3, 2017
  • ScottMunos

    May. 9, 2015
  • maxOz

    Sep. 27, 2013
  • fbuk2

    Sep. 26, 2013

Join Dan Steinman, Gainsight's Chief Customer Officer, and Nello Franco, Customer Success Evangelist and former SVP of Customer Success at Lyris, for an enlightening discussion on how to build a CSM Team.

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