The Future of the Cloud Is Customer Success

Russ Drury. Director of Customer Success at Workfront, and Dan Steinman, General Manager of Gainsight EMEA, discuss the benefits of segmenting your customer base and the strategy involved.

Now that you’ve developed your strategy to optimize customer usage, loyalty and renewal, use this Customer Success Action Plan template to outline the activities you and your team will implement in order to reach your goals.

Customer Success Summit 2015 breakout session: Presented by: Nathan Williams, Head of Customer Success Ops, LinkedIn

Did you attend Pulse 2016? Or are you wondering what key themes, discussions and problems the Customer Success community talked about? Join Anthony Kennada, VP of Marketing, for a 60 minute webinar deep-diving into the successes, failures and leading ideas of Pulse 2016 including:

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. This presentation - How to Align Customer Success Management with Services/Support/Training - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Five9, Zendesk, Ooyala, ServiceRocket

How can you measure the value of customer success to your organization? What is the actual bottom-line dollar value customer success will have for your company? Join Dan Steinman, Chief Customer Officer at Gainsight, and special guest Kate Leggett, VP and Principal Analyst at Forrester Research to learn the answers to these questions and more. Dan and Kate will discuss the economic value customer success has had on various industries and what potential value it holds for the future of your company. This data-driven-webinar will cover topics such as: The economic value model of customer success for SaaS, financial services, and other industries How to lead your company in customer success The benefits of adopting customer success as an organization

The document discusses the ROI of customer success management solutions. It summarizes findings from interviews with Gainsight clients that showed over $11 million in increased retention and cross-sell revenue over 3 years from reduced churn rates of less than 2-3% compared to over 10% previously. The clients also realized $1-5 million in annual operational expense savings from automating customer success reports. Gainsight helps clients strengthen relationships with 3x more customer outreaches and richer reports. It also allows them to scale their customer success teams to handle growth.

The document summarizes a webinar on aligning sales and customer success. It includes: 1. An agenda covering why alignment is needed, the power of successful customers, selling to the right customer, and the responsibilities of sales and customer success. 2. A discussion of why lifetime value is important and customers having more choices and lower switching costs. 3. Points that successful customers generate renewals, expansions, and new logos, and the importance of resources not being wasted on improper customers. 4. An overview of sales responsibilities to sell to the right customer, set proper expectations, avoid overselling, and ensure clean handoffs to customer success. 5. A review of

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. This presentation - How to use Customer Success to Prep for and Drive Contract Renewals - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Concur, InsideView, Marketo

The Customer Success Business presented by Guy Nirpaz at Totango's San Francisco Customer Success Roadshow

There’s a good reason that the very first tool many nascent Customer Success teams invest in is some sort of survey or customer feedback platform. Without a reliable and insightful way to derive information from your customers and take action in a continuous loop, you don’t have a Customer Success organization. In this session, you’ll learn how to build and best practices VoC feedback loop.

This document discusses the importance of aligning customer success and sales teams to increase success. It notes that poor communication, lack of role clarity, and not treating each other as partners can undermine the relationship. Key aspects of a successful partnership include clearly defining complementary roles, engaging in strategic planning together, and tying goals and compensation to both retention and new business. With commitment from leadership and a focus on shared goals, the aligned teams can increase pipeline velocity, conversion rates, and reduce churn.

The document discusses how a customer success team at a company called Leadspace transitioned their approach to better serve "early majority" customers as the company's customer base grew. They shifted focus from product features to business objectives and outcomes. Check-in calls now begin by reviewing progress against customer goals. When objectives are met, successes are celebrated, and struggles are addressed proactively. This outcomes-focused approach led to happier customers, more strategic conversations, and the customer success managers being viewed as trusted advisors.

This document discusses customer success strategies and metrics for ad tech companies. It includes perspectives from leaders at LiveRamp, Rocket Fuel, PubMatic, and Lotame. They discuss how they define customer success, the types of customers they have, how they measure success, and how they are growing their customer success organizations. Key points include focusing on renewals, upsells, customer happiness ratings, onboarding processes, account planning, and using metrics like net promoter scores.

This document provides a checklist and guidance for companies transitioning to a subscription-based business model. It discusses key metrics around acquiring, retaining, and growing customers over the lifetime of the relationship. The presentation emphasizes automating customer experiences, segmenting customers based on risk levels, and engaging customers appropriately through the lifecycle. It also outlines the benefits partner organizations can provide around optimizing subscription revenue and processes.

The document outlines Rincon Company's customer success strategy. It will focus on later stages of the customer lifecycle like engagement, adoption, and renewal. Key aspects include implementing a health score to measure adoption effectiveness, standardizing CLV and churn calculations, allocating 12% of ACV to customer retention costs, and developing tailored playbooks for different customer segments. Barriers customers may face and ways to address them at each stage are identified. The customer success team structure with roles for client services, support, and success managers is also presented.

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. This presentation - How Enterprise SaaS Companies Justify Investment in Customer Success - is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Bazaarvoice, ToutApp, Enviance, LinkedIn

Zero to 100 is a learning program from David Skok. It is a detailed instruction manual for how to take your startup from zero to $100m, with a particular focus on the area of building a go-to-market machine. So many of today’s founders come from a product or technical background, and have never been involved with sales and marketing. Right after starting their venture, they are hit with the huge problem of how to build their go-to-market organization and processes. It breaks the journey down into 9 steps, and explains why it is crucial not to skip steps in this journey in the rush to get ahead. The major emphasis of the course focuses on building a repeatable, scalable and profitable growth machine. Once you have that in place, you are ready to hit the gas and scale like crazy. To see videos of the presentations, click here: https://www.forentrepreneurs.com/matrix-growth-academy-zero-to-100-videos/

Keynote by David Skok, ForEntrepreneurs Blog & General Partner, Matrix Partners, at SaaStock on Tour New York, 20th June 2018, KnockDown Center, Maspeth, NYC

A high growth SaaS playbook. 12 metrics to drive success. 2 goals, present a simple model to understand SaaS business and show what levers a CEO can pull to get the most impact

The document summarizes the results of a nationwide survey of the UK creative industry conducted in March 2016. Some key findings include: - Digital and full-service/integrated agencies made up over half of the 347 responding agencies. - Most agencies reported annual turnovers between £100k-£499k. - The top challenges agencies face are winning new business, increasing profitability, and recruiting talent. - Over half of agencies plan to grow by 11-50% in 2016, with 13% planning over 50% growth.

A detailed look at why SaaS business are so different from traditional software companies, and why traditional ways of looking at their finances fail to understand the business. Provides an alternative set of metrics that show the right way to look at a SaaS business. For more on the SaaS business model and Metrics, see this blog post: www.forentrepreneurs.com/saas-metrics-2/

The document discusses key factors for efficient growth in SaaS businesses. It recommends measuring a business's growth using two metrics: growth efficiency (net new annual recurring revenue per dollar of sales and marketing spend) and recurring margin (gross margin minus research and development, general and administrative costs). It analyzes four main levers to improve growth efficiency: customer acquisition, success/retention, recurring margins, and pricing. Improving customer acquisition efficiency through strategies like land-and-expand could have the biggest cash flow impact. The document explores opportunities to boost efficiency in areas like acquisition, pricing, and packaging.

SaaS businesses are extremely sensitive to a small number of important variables. If you are running a SaaS company, understanding how these variables drive your business model is crucial to long-term success. In this talk, David Skok, author of the now famous SaaS Metrics 2.0 blog post will talk through those key metrics and their impact on the overall SaaS business model.

In the talk we will discuss how to break down the company’s overall goals all the way to your BI team’s daily activities in 3 simple stages: 1. Understanding the path to success - Creating a revenue model 2. Gathering support and strategizing - Structuring a team 3. Executing - Tracking KPIs Bios: Omri Halak -Omri is the director of business operations at Logz.io, an intelligent and scalable machine data analytics platform built on ELK & Grafana that empowers engineers to monitor, troubleshoot, and secure mission-critical applications more effectively. In this position, Omri combines actionable business insights from the BI side with fast and effective delivery on the Operations side. Omri has ample experience connecting data with business, with previous positions at SimilarWeb as a business analyst, at Woobi as finance director, and as Head of State Guarantees at Israel Ministry of Finance.

Understanding what metrics are relevant to your startup, and why, can be a daunting task. In this meetup we will discuss what metrics matter for a SaaS company or project. What investors are looking for in the metrics you track and why do they think they are important. What is CAC and LTC, why is CHURN critical? We will also review how to calculate these important metrics, what equations will give you the right answer, and what tools make sense to use for your business. Presenter: Lecole Cole, Founder & CEO, Skydera

Yagna Entrepreneur Success Services LLP aims to help small and medium businesses in India improve their order fulfillment and processes using Theory of Constraints techniques. They will identify areas for focus, design changes, and help implement them for SMB clients. Yagna will initially attract clients through workshops and case studies then implement low-risk solutions while deriving fees from increased client value. Their goal is to partner with SMBs to help them achieve growth, stability, and increased profits over 3-5 years through this approach.

Industry leaders, Zuora and Totango, present which metrics truly give an accurate picture of the health of your subscription business. Which metrics should you calculate and optimize on - ARR, GEI, CRC or other ratios? Chief Financial Officer, Tyler Sloat from Zuora shares 3 metrics they measure for their company and track against other best-in-class subscription companies. Chief Marketing Officer, Kaiser Mulla-Feroze from Totango, also presents a couple key metrics he finds missing from the boardroom discussions. Visit totango.com to view the entire webinar and hear their insightful commentary that accompanies these slides and Q&A.

This document provides guidance on optimizing efficiency and revenue multiples. It defines efficiency as the balance of growth and free cash flow. Benchmark efficiency levels are around 35-40% for median companies. Efficiency is strongly correlated with revenue multiples, with multiples increasing with higher efficiency ranges. The document analyzes case studies of companies with different efficiency issues like low growth, high spending on sales and marketing, high research and development costs, or high general and administrative costs. It recommends tracking the right efficiency metrics, identifying the drivers of low efficiency, acknowledging ramp periods for changes, and adjusting investments and operations accordingly to improve efficiency over time.

Slides used for Nick Franklin's presentation "KPIs for SaaS Startups" at SaaS Camp, Startup Camp Berlin - March 13th 2015 www.chartmogul.com

After the markets pounded SaaS early this year, CEOs started gearing up for a downturn. Your company may already be tightening its belt. But that might not be enough. Gainsight CEO Nick Mehta, InsightSquared CEO Fred Shilmover, and Bessemer Venture Capital partner Byron Deeter are teaming up for an all-star webinar to outfit you with a plan for the downturn. They'll discuss: The timeline for the SaaS "reset" Optimizing customer acquisition Investing in lean revenue And much, much more

Budgeting for Growth is a workshop about building a profitable company using budgets. It discusses what a budget is, why businesses create budgets, how to forecast revenues, and how to budget for direct costs, gross margin, sales and marketing expenses, general and administrative costs, and net income. The presentation emphasizes calculating the lifetime value of a customer to determine how much should be spent on marketing to acquire new customers.

Findings from OpenView research on key metrics for building and scaling a B2B saaS customer success organization. Deck presented by Brandon Hickie and Arsham Memarzadeh at OpenView Customer Success Forum in February 2016.

This document highlights 16 customer successes using SAP BusinessObjects Predictive Analytics. It summarizes how various companies in industries like banking, transportation, manufacturing, and telecommunications were able to improve outcomes such as increasing sales, reducing costs and fraud, improving customer retention, optimizing operations and inventory, and enhancing marketing campaign performance through the use of predictive analytics. Key benefits included higher response and conversion rates, reduced model build and deployment times, improved forecasting accuracy, and increased revenues and profits.

With this study, we distill and prescribe characteristics, practices and best-in-class methods associated with "fast growers,“ which we define as companies with GAAP revenue growth rates of 30% or higher. As discovered in previous years and validated again this year, the central driving force for fast growers is the appropriate, aligned go-to-market model executed with excellence and coupled with financial discipline and investment. Use this report to compare your business to like companies in the Edison portfolio, as well as industry guidance. These benchmarks and advice will enable you to map your own plan and journey to becoming a fast grower, or accelerate even faster to a $100M company.

Metrics are important to investors because they provide visibility into a SaaS company's revenue growth, sales efficiency, and customer retention. Key metrics include monthly recurring revenue/annual recurring revenue to measure topline growth, revenue churn to understand customer retention, and customer acquisition cost and lifetime value to assess the efficiency and profitability of the growth strategy. Maintaining high growth, strong sales efficiency through a favorable magic number ratio above 1, and low revenue churn are positive signs for investors.

Keynote by Patrick Campbell, CEO, Price Intelligently & Profitwell from SaaStock on Tour Helsinki, May 2018

The document discusses trends in customer success and provides insights into building a strong customer success program. Some key points include: 1) Customer success drives sales as prospects are talking to existing customers; advocacy is important. 2) For customer success to be effective, it must be a top-down, company-wide priority and cannot remain just a department. 3) The stages of customer success maturity are outlined from reactive to transformational. As companies progress through the stages, key metrics like retention and expansion improve. 4) A periodic table of customer success elements is presented to help standardize a common language for customer success professionals. The elements can be grouped into insights & actions, outcomes, and transformation categories

At its most basic level of sophistication, a health score can give you the heads-up on at-risk customers, but only as the customer is already in the process of churning. You may be able to make a save, but it may be too late. In order to proactively deliver outcomes at scale, you need to evolve your health score into a predictive model. This isn't a beginner-level health scoring seminar. In this session, you'll learn how to uplevel your processes to ensure outcome delivery at a much higher rate.