The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale.
In fact, top-tier Enterprise SaaS companies know that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
And 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 actually operationalize - Customer Success.
In this presentation - originally presented at the 2014 SIIA Maximize event in San Francisco, CA - Gainsight CEO Nick Mehta shares 10 Growth Hacks for Driving Enterprise SaaS Revenue.
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10 Customer Success Growth Hacks for Driving Enterprise SaaS Revenue
1. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Turning Your
Revenue
Funnel into an
Hourglass
2014
May
2. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Turning Your
Revenue
Funnel into an
Hourglass
10 Customer
Success
Growth Hacks
2014
May
9. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Transactional Economy Subscription Economy
Vendor
Success
Customer
Success
Vendor
Success
Customer
Success
The New Chasm
10. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Vendor
Can I get a
reference?
Wan
t to
buy
more
?
Ready to renew?
Who
are
you
again
?
Transactional Economy Subscription Economy
Success
Retention
Advocacy
Expansion
Onboarding
Customer
The New Customer Lifecycle
17. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Success Maturity Model
17
Revenue
SuccessMaturity
Adoption
Retention
Expansion
Optimization
Transformation
$1 - $5 MM
$5 - $20 MM
$20 - $100 MM
$100 MM - $1 B
$1 B+
18. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
10 CSM Growth Hacks
1. Create a sales pitch for your Customer Success program
2. Monitor time to first value and define milestones
3. Establish a success goals kick-off meeting
4. Ban the check-in call
5. Create a scorecard with client and review regularly
6. 3+ contacts with monthly touches from different people
7. Identify and mobilize your fans and they become bigger fans
8. Accelerate up-sell through adoption
9. Establish an early warning process
10. Celebrate your Customers’ Success
29. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
10 CSM Growth Hacks
1. Create a sales pitch for your Customer Success program
2. Monitor time to first value and define milestones
3. Establish a success goals kick-off meeting
4. Ban the check-in call
5. Create a scorecard with client and review regularly
6. 3+ contacts with monthly touches from different people
7. Identify and mobilize your fans and they become bigger fans
8. Accelerate up-sell through adoption
9. Establish an early warning process
10. Celebrate your Customers’ Success
30. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Matrix Data Architecture
Reduce Churn
“Headwind”
Increase Up-Sell
“Tailwind”
Scale Team
Efficiently
Source: Measuring the ROI of Customer Success Management Solutions - Mainstay Company
What?
5% points 3% points 25%Why?*
How?
Aggregate
Gainsight
Customer360
Analyze
Gainsight
4-D Analytics
Automate
Gainsight
Predictive
Playbooks
Gainsight Drives Growth
33. Gainsight Confidential. 2014 Gainsight, Inc. All rights reserved.
Questions? Complaints?
Purchase Orders?
@nrmehta
Notas do Editor
And heck – our company claimed a 97% retention rate, so I figured it would be smooth sailing.
What I didn’t realize is:
Every company claims a 90-something retention rate
Customer retention doesn’t just take care of itself
Eventually, I learned that sales was only the beginning of the story in SaaS. Managing retention, renewals, references and the rest of what recurring revenue required became a big part of my day, in partnership with our awesome Client Services team.
In SaaS, product and sales aren’t enough.
For once, I learned that my dad’s advice was wrong. Well, that wasn’t the only time.
After a happy ending to the story with the sale of our company to Symantec, I met Gainsight. When I heard about the opportunity to become part of this massive Customer Success movement, it was a no-brainer
And heck – our company claimed a 97% retention rate, so I figured it would be smooth sailing.
What I didn’t realize is:
Every company claims a 90-something retention rate
Customer retention doesn’t just take care of itself
Eventually, I learned that sales was only the beginning of the story in SaaS. Managing retention, renewals, references and the rest of what recurring revenue required became a big part of my day, in partnership with our awesome Client Services team.
In SaaS, product and sales aren’t enough.
For once, I learned that my dad’s advice was wrong. Well, that wasn’t the only time.
After a happy ending to the story with the sale of our company to Symantec, I met Gainsight. When I heard about the opportunity to become part of this massive Customer Success movement, it was a no-brainer
And heck – our company claimed a 97% retention rate, so I figured it would be smooth sailing.
What I didn’t realize is:
Every company claims a 90-something retention rate
Customer retention doesn’t just take care of itself
Eventually, I learned that sales was only the beginning of the story in SaaS. Managing retention, renewals, references and the rest of what recurring revenue required became a big part of my day, in partnership with our awesome Client Services team.
In SaaS, product and sales aren’t enough.
For once, I learned that my dad’s advice was wrong. Well, that wasn’t the only time.
After a happy ending to the story with the sale of our company to Symantec, I met Gainsight. When I heard about the opportunity to become part of this massive Customer Success movement, it was a no-brainer
And heck – our company claimed a 97% retention rate, so I figured it would be smooth sailing.
What I didn’t realize is:
Every company claims a 90-something retention rate
Customer retention doesn’t just take care of itself
Eventually, I learned that sales was only the beginning of the story in SaaS. Managing retention, renewals, references and the rest of what recurring revenue required became a big part of my day, in partnership with our awesome Client Services team.
In SaaS, product and sales aren’t enough.
For once, I learned that my dad’s advice was wrong. Well, that wasn’t the only time.
After a happy ending to the story with the sale of our company to Symantec, I met Gainsight. When I heard about the opportunity to become part of this massive Customer Success movement, it was a no-brainer
And heck – our company claimed a 97% retention rate, so I figured it would be smooth sailing.
What I didn’t realize is:
Every company claims a 90-something retention rate
Customer retention doesn’t just take care of itself
Eventually, I learned that sales was only the beginning of the story in SaaS. Managing retention, renewals, references and the rest of what recurring revenue required became a big part of my day, in partnership with our awesome Client Services team.
In SaaS, product and sales aren’t enough.
For once, I learned that my dad’s advice was wrong. Well, that wasn’t the only time.
After a happy ending to the story with the sale of our company to Symantec, I met Gainsight. When I heard about the opportunity to become part of this massive Customer Success movement, it was a no-brainer
And heck – our company claimed a 97% retention rate, so I figured it would be smooth sailing.
What I didn’t realize is:
Every company claims a 90-something retention rate
Customer retention doesn’t just take care of itself
Eventually, I learned that sales was only the beginning of the story in SaaS. Managing retention, renewals, references and the rest of what recurring revenue required became a big part of my day, in partnership with our awesome Client Services team.
In SaaS, product and sales aren’t enough.
For once, I learned that my dad’s advice was wrong. Well, that wasn’t the only time.
After a happy ending to the story with the sale of our company to Symantec, I met Gainsight. When I heard about the opportunity to become part of this massive Customer Success movement, it was a no-brainer
Our solution has been proven to drive many different results for our customers. Interesting thing…this has been documented by a third party research firm called Mainstay. Mainstay is a research company that we have leveraged to reach out and talk to our customers. On average, we reduce churn by 50%. So, even for customers who don’t believe they have churn issue, we can actually help them be more proactive and reduce potential churn. We also help our customers drive more upsell opportunities. You can see that we are driving over a million dollars on average. In addition, the third component of our benefit is to improve their OPEX. Helping them scale more efficiently, and saving dollars by adding more people through leveraging Gainsight’s automation and workflows.
For Ryan: What do we do? What problem when we solve?