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Child-like Joy

APRIL 17, 2015

FUEL REVENUE GROWTH WITH CUSTOMER SUCCESS

©2015 Gainsight. All Rights Reserved.

©2015 Gainsight. All Rights Reserved.

April 17, 2015

Gainsight on Gainsight:

CEO View

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• This webinar is being recorded

• Post Q&A questions into questions section

Housekeeping

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Board/Angel

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• Introduction

• Sunday: Weekly Prep

• Monday: Coaches’ Meeting and 1-1s

• Monday: Product Meeting

• Wednesday: Code Red Meeting

• Any Day: Client Prep

• Crazy Day: Board Meeting

Today’s Session

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• Introduction

• Sunday: Weekly Prep

• Monday: Coaches’ Meeting and 1-1s

• Monday: Product Meeting

• Wednesday: Code Red Meeting

• Any Day: Client Prep

• Crazy Day: Board Meeting

Today’s Session

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0x

5x

15x

20x

20

14

EV

/ R

eve

nu

e M

ultip

le

Estimated Dollar Net Renewal Rate

60% 70% 80% 90% 100% 110% 120%

Source: Altimeter and FactSet 10/2014

10x

Why Your CEO Should Care About Customer Success

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©2015 Gainsight. All Rights Reserved.

• “The customer is totally healthy”

• “No one uses that feature”

• “Customer Success is getting a lot better”

• “Support is a major issue”

• “We have no references”

Overheard In Past Companies…

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©2015 Gainsight. All Rights Reserved.

CAVEAT: CUSTOMER NAMES

AND AXES BLURRED TO

PROTECT THE INNOCENT

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• Introduction

• Sunday: Weekly Prep

• Monday: Coaches’ Meeting and 1-1s

• Monday: Product Meeting

• Wednesday: Code Red Meeting

• Any Day: Client Prep

• Crazy Day: Board Meeting

Today’s Session

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©2015 Gainsight. All Rights Reserved.

• What code red accounts do I need to check into?

• What are my executive sponsor actions?

• What are the customer updates from last week?

• How is adoption going overall?

• What did recent surveys say?

Sunday Night Questions…

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What Code Red Accounts Do I Need To Check Into?

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What Are My Executive Sponsor Actions?

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What Are The Customer Updates From Last Week?

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How Is Adoption Going Overall?

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What Did Recent Surveys Say?

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• Introduction

• Sunday: Weekly Prep

• Monday: Coaches’ Meeting and 1-1s

• Monday: Product Meeting

• Wednesday: Code Red Meeting

• Any Day: Client Prep

• Crazy Day: Board Meeting

Today’s Session

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©2015 Gainsight. All Rights Reserved.

• How is our ARR broken out by stage?

• Which customers are taking too long in onboarding?

• Which customers aren’t using our product?

• What renewals did we recently close?

• What up-sells did we recently close?

• Who are our top ARR customers?

• Who are our top usage customers?

Monday Coaches’ Meeting Questions…

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How Is Our ARR Broken Out By Stage?

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Which Clients Are Taking Too Long In Onboarding?

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Which Clients Aren’t Using Our Product?

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Which Renewals Did We Recently Close?

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Which Up-sells Did We Recently Close?

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Who Are Our Top ARR Customers?

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Who Are Our Top Usage Customers?

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• How are the CSMs load balanced?

• Which CSMs are working on which renewals?

VP CSM 1-1 Questions…

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How Are The CSM Load Balanced By Customers?

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How Are The CSM Load Balanced By ARR?

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Which CSMs Are Working On Which Renewals?

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• Introduction

• Sunday: Weekly Prep

• Monday: Coaches’ Meeting and 1-1s

• Monday: Product Meeting

• Wednesday: Code Red Meeting

• Any Day: Client Prep

• Crazy Day: Board Meeting

Today’s Session

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©2015 Gainsight. All Rights Reserved.

• Which features are being used the most?

• Who are our top customers of those features?

• Who are our top users in those customers?

Product Meeting Questions

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What Are Our Top Features And Customers?

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Who Are Our Top Users?

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• Introduction

• Sunday: Weekly Prep

• Monday: Coaches’ Meeting and 1-1s

• Monday: Product Meeting

• Wednesday: Code Red Meeting

• Any Day: Client Prep

• Crazy Day: Board Meeting

Today’s Session

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©2015 Gainsight. All Rights Reserved.

• How many code red accounts do we have?

• What’s driving code red?

• Is this account getting better?

Code Red Questions…

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How Many Code Red Accounts Do We Have?

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What’s Driving Code Red?

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Is This Account Getting Better?

©2015 Gainsight. All Rights Reserved.

• Introduction

• Sunday: Weekly Prep

• Monday: Coaches’ Meeting and 1-1s

• Monday: Product Meeting

• Wednesday: Code Red Meeting

• Any Day: Client Prep

• Crazy Day: Board Meeting

Today’s Session

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• What’s the contract information?

• How is the account health overall?

• How is usage trending?

• Who are our champions?

• Are they using advanced functionality?

• Are there any support landmines?

• How happy are they?

Client Prep Questions…

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What’s The Contract Information?

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How Is The Account Health Overall?

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How Is Usage Trending?

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Who Are Our Champions?

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Are They Using Advanced Functionality?

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Are There Any Support Landmines?

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How Happy Are They?

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• Introduction

• Sunday: Weekly Prep

• Monday: Coaches’ Meeting and 1-1s

• Monday: Product Meeting

• Wednesday: Code Red Meeting

• Any Day: Client Prep

• Crazy Day: Board Meeting

Today’s Session

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• Past: How did we do in most recent period?

Present: How are we doing right now?

• Future: How will we do going forward?

Board Questions

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Past: Net Renewals By Quarter

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Past: Churn By Reason

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Past: Top Upsells By Customer

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Future: Active Cockpit Customers

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Future: NPS Trend

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Future: Health Score Versus Lifetime

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Future: Renewal Forecast

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Fact-based decision making

Customer Success as a priority

CEO appreciates CSM workload

Sleeping a tiny bit easier

Impact

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©2015 Gainsight. All Rights Reserved.

©2015 Gainsight. All Rights Reserved.

2000+ Attendees

5/12 - 5/13

San Francisco

gainsight.com/pulse

Code: SUCCESS20

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