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Nick Mehta - ROI Of Customer Success And Advocacy

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Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. AMP TALKS: SESSION #3 ROI OF CUSTOMER SUCCESS AND THE ROLE IT PLAYS IN ADVOCACY NICK MEHTA Chief Executive Officer | Gainsight #ADVOCAMP
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. Child-like Joy MARCH 25, 2015 THE ROI OF CUSTOMER SUCCESS AND ADVOCACY
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. Bruises Board/Angel Best Practices 1000+ CSM Conversations
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. How Much Is A Customer Worth To You?
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. Customer Success Helps You Grow Faster
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. Customer Success Increases Multiples
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. We’re Asking the Wrong Question…
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. How Much Is… Worth?
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. References Referrals Champions EvangelistsFeedback Teammates
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. Source: http://www.saastr.com/its-not-just-cltv-its-your-trgcltv-that-matters-total-all-in-revenue-generated-by-your-customer/
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. 5 Ways To Drive Customer Success Through Advocacy
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. 5 Ways To Drive Customer Success Through Advocacy
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. 5 Ways To Drive Customer Success Through Advocacy
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. CSM CSM CSM CSM CSM CSM Sales Rep? ?
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. 5 Ways To Drive Customer Success Through Advocacy
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. 5 Ways To Drive Customer Success Through Advocacy
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. Boost Team Productivity 25%+ Through Optimized Processes Only Nationwide Customer Success Peer Groups Only Online University for Customer Success Managers Drive Up-sell / Cross-sell 3+ pts Through More Effective Engagement Increase Client Retention 5+ pts Largest Customer Success Best Practices Event Through Early Warning Signals
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. 2000+ Attendees 5/12 - 5/13 San Francisco gainsight.com/pulse Code: ADVOCAMP
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. @nrmehta
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. THANK YOU ©2015 Gainsight. All Rights Reserved. MARCH 25, 2015
Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. AMP TALKS: SESSION #3 ROI OF CUSTOMER SUCCESS AND THE ROLE IT PLAYS IN ADVOCACY NICK MEHTA Chief Executive Officer | Gainsight #ADVOCAMP

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Nick Mehta - ROI Of Customer Success And Advocacy

  • 1. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. AMP TALKS: SESSION #3 ROI OF CUSTOMER SUCCESS AND THE ROLE IT PLAYS IN ADVOCACY NICK MEHTA Chief Executive Officer | Gainsight #ADVOCAMP
  • 2. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. Child-like Joy MARCH 25, 2015 THE ROI OF CUSTOMER SUCCESS AND ADVOCACY
  • 3. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 4. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 5. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 6. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 7. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 8. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 9. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 10. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 11. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. Bruises Board/Angel Best Practices 1000+ CSM Conversations
  • 12. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. How Much Is A Customer Worth To You?
  • 13. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 14. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. Customer Success Helps You Grow Faster
  • 15. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. Customer Success Increases Multiples
  • 16. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. We’re Asking the Wrong Question…
  • 17. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. How Much Is… Worth?
  • 18. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. References Referrals Champions EvangelistsFeedback Teammates
  • 19. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 20. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. Source: http://www.saastr.com/its-not-just-cltv-its-your-trgcltv-that-matters-total-all-in-revenue-generated-by-your-customer/
  • 21. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 22. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. 5 Ways To Drive Customer Success Through Advocacy
  • 23. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 24. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. 5 Ways To Drive Customer Success Through Advocacy
  • 25. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 26. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 27. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. 5 Ways To Drive Customer Success Through Advocacy
  • 28. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. CSM CSM CSM CSM CSM CSM Sales Rep? ?
  • 29. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. 5 Ways To Drive Customer Success Through Advocacy
  • 30. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 31. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. 5 Ways To Drive Customer Success Through Advocacy
  • 32. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 33. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 34. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. Boost Team Productivity 25%+ Through Optimized Processes Only Nationwide Customer Success Peer Groups Only Online University for Customer Success Managers Drive Up-sell / Cross-sell 3+ pts Through More Effective Engagement Increase Client Retention 5+ pts Largest Customer Success Best Practices Event Through Early Warning Signals
  • 35. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. 2000+ Attendees 5/12 - 5/13 San Francisco gainsight.com/pulse Code: ADVOCAMP
  • 36. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. @nrmehta
  • 37. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved.
  • 38. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. THANK YOU ©2015 Gainsight. All Rights Reserved. MARCH 25, 2015
  • 39. Click to edit Master title style • Click to edit Master text styles • Second level • Third level ©2015 Gainsight. All Rights Reserved. AMP TALKS: SESSION #3 ROI OF CUSTOMER SUCCESS AND THE ROLE IT PLAYS IN ADVOCACY NICK MEHTA Chief Executive Officer | Gainsight #ADVOCAMP

Editor's Notes

  1. Good feedback on this Industry problem we are trying to solve Switching costs have gone down and competition has gone up Lead the conversation and recommendation Marco trend Analyst report
  2. So track advocates, references, case studies, reviews, etc.  But don't assume that every item can be tied to an individual sale and instead realize that the value of this advocacy is many times more than all of the paid marketing you do.