Nick Mehta - ROI Of Customer Success And Advocacy
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Transcript of Nick Mehta - ROI Of Customer Success And Advocacy
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©2015 Gainsight. All Rights Reserved.
AMP TALKS: SESSION #3
ROI OF CUSTOMER SUCCESS
AND THE ROLE IT PLAYS IN
ADVOCACY
NICK MEHTAChief Executive Officer | Gainsight
#ADVOCAMP
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Child-like Joy
MARCH 25, 2015
THE ROI OF CUSTOMER SUCCESS AND ADVOCACY
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©2015 Gainsight. All Rights Reserved.
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©2015 Gainsight. All Rights Reserved.
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©2015 Gainsight. All Rights Reserved.
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©2015 Gainsight. All Rights Reserved.
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©2015 Gainsight. All Rights Reserved.
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©2015 Gainsight. All Rights Reserved.
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Bruises Board/Angel Best Practices
1000+ CSM Conversations
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How Much Is A Customer Worth
To You?
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Customer Success Helps You Grow Faster
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Customer Success Increases Multiples
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We’re Asking the Wrong Question…
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How Much Is…
Worth?
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References
ReferralsChampions
EvangelistsFeedback
Teammates
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Source: http://www.saastr.com/its-not-just-cltv-its-your-trgcltv-that-matters-total-all-in-revenue-generated-by-your-customer/
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5 Ways To Drive Customer Success Through Advocacy
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5 Ways To Drive Customer Success Through Advocacy
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©2015 Gainsight. All Rights Reserved.
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©2015 Gainsight. All Rights Reserved.
5 Ways To Drive Customer Success Through Advocacy
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CSM
CSM
CSM
CSM
CSM
CSM
Sales Rep??
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5 Ways To Drive Customer Success Through Advocacy
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©2015 Gainsight. All Rights Reserved.
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©2015 Gainsight. All Rights Reserved.
5 Ways To Drive Customer Success Through Advocacy
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Boost TeamProductivity 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
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2000+ Attendees5/12 - 5/13
San Francisco
gainsight.com/pulse
Code: ADVOCAMP
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@nrmehta
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THANK YOU
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MARCH 25, 2015
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©2015 Gainsight. All Rights Reserved.
AMP TALKS: SESSION #3
ROI OF CUSTOMER SUCCESS
AND THE ROLE IT PLAYS IN
ADVOCACY
NICK MEHTAChief Executive Officer | Gainsight
#ADVOCAMP
