Setting up for Success with Measurable Goals and QBRs

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This document discusses setting up for success with measurable goals and quarterly business reviews (QBRs). It includes perspectives from customer success managers at Gainsight, Workday, and Apttus. They discuss determining key performance indicators (KPIs) to measure against business objectives, what metrics to track over the customer lifecycle, and how to conduct QBRs to ensure business value is being realized.

Tecnologia

©2015 Gainsight. All Rights Reserved.
Setting Up For Success with Measurable
Goals and QBRs
Moderator: Elaine
Cleary, Senior Customer
Success Manager at
Gainsight
Helen Valentine, Director
of Customer Success at
Workday
Dave Rhein Sr. Director
of Customer Success at
Apttus

©2015 Gainsight. All Rights Reserved.
Dir, Customer Success
David Rhein

©2015 Gainsight. All Rights Reserved.
APTTUS QUOTE-TO-CASH
QUOTE CONTRACT REVENUEOPPORTUNITY ERP
DEAL MANAGEMENT
REVENUE
RECOGNITION
CONTRACT
LIFECYCLE
MANAGEMENT
PARTNER COMMERCE
RENEWAL MANAGEMENT
BILLING
ORDER
MANAGEMENT
CONFIGURE
PRICE
QUOTE
E-COMMERCE
REBATE
MANAGEMENT
Channel
Partners
Internal
Users Customers
Increase Deal Value
Increase Price & Decrease Discounts
Increase Effectiveness of Promotions
Eliminate Bottlenecks in Sales &
Contracting
Improve Forecasts
Increase Deal Value
Increase Price & Decrease Discounts
Increase Effectiveness of Promotions
Eliminate Bottlenecks in Sales &
Contracting
Improve Forecasts

©2015 Gainsight. All Rights Reserved.
Why Measure?

©2015 Gainsight. All Rights Reserved.
Why Measure?
Business Value not Realized Business Value Realized

©2015 Gainsight. All Rights Reserved.
How to Measure?
What is a Key Performance Indicator (KPI)?
• It is a metric used to measure performance against business objectives
What does a KPI look like?
• It can be a number or a ratio
• It needs to measure the key drivers of business value
• Conversion rate, Average order value, etc.
How does Apttus determine which KPIs are important?
• Customers are buying our product for a number of reasons
• To improve “X”
• To reduce “Y”

©2015 Gainsight. All Rights Reserved.
What to Measure?

©2015 Gainsight. All Rights Reserved.
How to Measure?
the best benchmark for tracking KPIs is your organization’s past performance
Sell More
Sell Bigger
Sell Anywhere
Improve Close Rates
Reduce Proposal Time
Reduce Cycle Time
Increase Gross Margin
Closed Won Opps / Sales Reps
Net New ACV / Closed Won
# Opps by State/Country/etc
# quotes accepted / # quotes created
Quote created to Submit for approval
Approval to Approved to Accepted
Sales – COGS / Sales

©2015 Gainsight. All Rights Reserved.
How to Measure?

©2015 Gainsight. All Rights Reserved.
When to Measure?Contract
Signature
Lifecycle
Processes
Measurement
Processes
Knowledge
Transfer
Welcome
Meeting
Intro to
CSM
Understand
Reason for
Purchase
Define KVIs
PS Kick
Off/Discovery
Implement
Go Live
Check-Ins QBR Renewal
Benchmark
SteerCo
Goal
Assessments
Best
Practice
Review
Goal
Assessments
Best
Practices/
Steerco
ImplementGet Started
Escalations Renewal
Preparation
Adopt Renew

©2015 Gainsight. All Rights Reserved.
Director, Customer Success
Operations
Helen Valentine

©2015 Gainsight. All Rights Reserved.
Workday Overview
A leading provider of enterprise cloud applications, Workday delivers financial
management, human capital management, and analytics applications
designed for the world’s largest organizations.
Workday has more than 925 customers. More than 135 companies have
selected Workday for Financial Management.
Workday has attained a 97% customer satisfaction rating the last three years.
Workday ranked #1 in the annual Best Places to Work in the Bay Area list in
2015 (fourth time receiving this honor)!

©2015 Gainsight. All Rights Reserved.
Director, Customer Success
Ellen Terchila

©2015 Gainsight. All Rights Reserved.
Customer Goals Addressed via Workday’s APR Process

©2015 Gainsight. All Rights Reserved.
Director, Customer Success
Patty O’Connell

©2015 Gainsight. All Rights Reserved.
Business Reviews Included in Our Premium Level of Service

©2015 Gainsight. All Rights Reserved.
THANK YOU

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Artificial Intelligence: Facts and Myths

Joaquim Jorge

Top 10 Most Downloaded Games on Play Store in 2024

SynarionITSolutions

Boost Fertility New Invention Ups Success Rates.pdf

sudhanshuwaghmare1

Automating Google Workspace (GWS) & more with Apps Script

wesley chun

Webinar Recording: https://www.panagenda.com/webinars/why-teams-call-analytics-is-critical-to-your-entire-business Nothing is as frustrating and noticeable as being in an important call and being unable to see or hear the other person. Not surprising then, that issues with Teams calls are among the most common problems users call their helpdesk for. Having in depth insight into everything relevant going on at the user’s device, local network, ISP and Microsoft itself during the call is crucial for good Microsoft Teams Call quality support. To ensure a quick and adequate solution and to ensure your users get the most out of their Microsoft 365. But did you know that ‘bad calls’ are also an excellent indicator of other problems arising? Precisely because it is so noticeable!? Like the canary in the mine, bad calls can be early indicators of problems. Problems that might otherwise not have been noticed for a while but can have a big impact on productivity and satisfaction. Join this session by Christoph Adler to learn how true Microsoft Teams call quality analytics helped other organizations troubleshoot bad calls and identify and fix problems that impacted Teams calls or the use of Microsoft365 in general. See what it can do to keep your users happy and productive! In this session we will cover - Why CQD data alone is not enough to troubleshoot call problems - The importance of attributing call problems to the right call participant - What call quality analytics can do to help you quickly find, fix-, and prevent problems - Why having retrospective detailed insights matters - Real life examples of how others have used Microsoft Teams call quality monitoring to problem shoot problems with their ISP, network, device health and more.

Why Teams call analytics are critical to your entire business

panagenda

2024: Domino Containers - The Next Step. News from the Domino Container commu...

Martijn de Jong

With more memory available, system performance of three Dell devices increased, which can translate to a better user experience Conclusion When your system has plenty of RAM to meet your needs, you can efficiently access the applications and data you need to finish projects and to-do lists without sacrificing time and focus. Our test results show that with more memory available, three Dell PCs delivered better performance and took less time to complete the Procyon Office Productivity benchmark. These advantages translate to users being able to complete workflows more quickly and multitask more easily. Whether you need the mobility of the Latitude 5440, the creative capabilities of the Precision 3470, or the high performance of the OptiPlex Tower Plus 7010, configuring your system with more RAM can help keep processes running smoothly, enabling you to do more without compromising performance.

Boost PC performance: How more available memory can improve productivity

Principled Technologies

How to Troubleshoot Apps for the Modern Connected Worker

ThousandEyes

AWS Community Day CPH - Three problems of Terraform

Andrey Devyatkin

Following the popularity of "Cloud Revolution: Exploring the New Wave of Serverless Spatial Data," we're thrilled to announce this much-anticipated encore webinar. In this sequel, we'll dive deeper into the Cloud-Native realm by uncovering practical applications and FME support for these new formats, including COGs, COPC, FlatGeoBuf, GeoParquet, STAC, and ZARR. Building on the foundation laid by industry leaders Michelle Roby of Radiant Earth and Chris Holmes of Planet in the first webinar, this second part offers an in-depth look at the real-world application and behind-the-scenes dynamics of these cutting-edge formats. We will spotlight specific use-cases and workflows, showcasing their efficiency and relevance in practical scenarios. Discover the vast possibilities each format holds, highlighted through detailed discussions and demonstrations. Our expert speakers will dissect the key aspects and provide critical takeaways for effective use, ensuring attendees leave with a thorough understanding of how to apply these formats in their own projects. Elevate your understanding of how FME supports these cutting-edge technologies, enhancing your ability to manage, share, and analyze spatial data. Whether you're building on knowledge from our initial session or are new to the serverless spatial data landscape, this webinar is your gateway to mastering cloud-native formats in your workflows.

Cloud Frontiers: A Deep Dive into Serverless Spatial Data and FME

Safe Software

Artificial Intelligence Chap.5 : Uncertainty

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Axa Assurance Maroc - Insurer Innovation Award 2024

The Digital Insurer

In this session, we will delve into strategic approaches for optimizing knowledge management within Microsoft 365, amidst the evolving landscape of Copilot. From leveraging automatic metadata classification and permission governance with SharePoint Premium, to unlocking Viva Engage for the cultivation of knowledge and communities, you will gain actionable insights to bolster your organization's knowledge-sharing initiatives. In this session, we will also explore how to facilitate solutions to enable your employees to find answers and expertise within Microsoft 365. You will leave equipped with practical techniques and a deeper understanding of how there is more to effective knowledge management than just enabling Copilot, but building actual solutions to prepare the knowledge that Copilot and your employees can use.

Strategies for Unlocking Knowledge Management in Microsoft 365 in the Copilot...

Drew Madelung

Manulife - Insurer Innovation Award 2024

The Digital Insurer

A Principled Technologies deployment guide Conclusion Deploying VMware Cloud Foundation 5.1 on next gen Dell PowerEdge servers brings together critical virtualization capabilities and high-performing hardware infrastructure. Relying on our hands-on experience, this deployment guide offers a comprehensive roadmap that can guide your organization through the seamless integration of advanced VMware cloud solutions with the performance and reliability of Dell PowerEdge servers. In addition to the deployment efficiency, the Cloud Foundation 5.1 and PowerEdge solution delivered strong performance while running a MySQL database workload. By leveraging VMware Cloud Foundation 5.1 and PowerEdge servers, you could help your organization embrace cloud computing with confidence, potentially unlocking a new level of agility, scalability, and efficiency in your data center operations.

Deploy with confidence: VMware Cloud Foundation 5.1 on next gen Dell PowerEdg...

Principled Technologies

As privacy and data protection regulations evolve rapidly, organizations operating in multiple jurisdictions face mounting challenges to ensure compliance and safeguard customer data. With state-specific privacy laws coming up in multiple states this year, it is essential to understand what their unique data protection regulations will require clearly. How will data privacy evolve in the US in 2024? How to stay compliant? Our panellists will guide you through the intricacies of these states' specific data privacy laws, clarifying complex legal frameworks and compliance requirements. This webinar will review: - The essential aspects of each state's privacy landscape and the latest updates - Common compliance challenges faced by organizations operating in multiple states and best practices to achieve regulatory adherence - Valuable insights into potential changes to existing regulations and prepare your organization for the evolving landscape

TrustArc Webinar - Stay Ahead of US State Data Privacy Law Developments

TrustArc

MINDCTI Revenue Release Quarter One 2024

MIND CTI

Setting up for Success with Measurable Goals and QBRs

1. ©2015 Gainsight. All Rights Reserved. Setting Up For Success with Measurable Goals and QBRs Moderator: Elaine Cleary, Senior Customer Success Manager at Gainsight Helen Valentine, Director of Customer Success at Workday Dave Rhein Sr. Director of Customer Success at Apttus

3. ©2015 Gainsight. All Rights Reserved. APTTUS QUOTE-TO-CASH QUOTE CONTRACT REVENUEOPPORTUNITY ERP DEAL MANAGEMENT REVENUE RECOGNITION CONTRACT LIFECYCLE MANAGEMENT PARTNER COMMERCE RENEWAL MANAGEMENT BILLING ORDER MANAGEMENT CONFIGURE PRICE QUOTE E-COMMERCE REBATE MANAGEMENT Channel Partners Internal Users Customers Increase Deal Value Increase Price & Decrease Discounts Increase Effectiveness of Promotions Eliminate Bottlenecks in Sales & Contracting Improve Forecasts Increase Deal Value Increase Price & Decrease Discounts Increase Effectiveness of Promotions Eliminate Bottlenecks in Sales & Contracting Improve Forecasts

6. ©2015 Gainsight. All Rights Reserved. How to Measure? What is a Key Performance Indicator (KPI)? • It is a metric used to measure performance against business objectives What does a KPI look like? • It can be a number or a ratio • It needs to measure the key drivers of business value • Conversion rate, Average order value, etc. How does Apttus determine which KPIs are important? • Customers are buying our product for a number of reasons • To improve “X” • To reduce “Y”

9. ©2015 Gainsight. All Rights Reserved. How to Measure? the best benchmark for tracking KPIs is your organization’s past performance Sell More Sell Bigger Sell Anywhere Improve Close Rates Reduce Proposal Time Reduce Cycle Time Increase Gross Margin Closed Won Opps / Sales Reps Net New ACV / Closed Won # Opps by State/Country/etc # quotes accepted / # quotes created Quote created to Submit for approval Approval to Approved to Accepted Sales – COGS / Sales

12. ©2015 Gainsight. All Rights Reserved. When to Measure?Contract Signature Lifecycle Processes Measurement Processes Knowledge Transfer Welcome Meeting Intro to CSM Understand Reason for Purchase Define KVIs PS Kick Off/Discovery Implement Go Live Check-Ins QBR Renewal Benchmark SteerCo Goal Assessments Best Practice Review Goal Assessments Best Practices/ Steerco ImplementGet Started Escalations Renewal Preparation Adopt Renew

14. ©2015 Gainsight. All Rights Reserved. Workday Overview A leading provider of enterprise cloud applications, Workday delivers financial management, human capital management, and analytics applications designed for the world’s largest organizations. Workday has more than 925 customers. More than 135 companies have selected Workday for Financial Management. Workday has attained a 97% customer satisfaction rating the last three years. Workday ranked #1 in the annual Best Places to Work in the Bay Area list in 2015 (fourth time receiving this honor)!

Notas do Editor

If your customer doesn’t see value from your product or service, there low switching costs, lots of options Low Barrier To Entry Fast customer acquisition Revenue growth potential You know so much more about your customer Speed of innovation Lower barrier to exit Large customer volumes Revenue growth expectations Multiple sources of data to manage Competitive landscape & fickle customer base ----- Meeting Notes (3/26/15 16:06) ----- Try to find a good slide to quantify the impact. Got to address this now. ----- Meeting Notes (3/26/15 16:32) ----- Change to circles Pay as you go pricing
Apttus provides end to end QTC functionality for your business and integrated QTC Intelligence that aligns your business teams across every region and channel to provide the most complete understanding available of each stage of your QTC process.
Subscription vs Perpetual
Realizing value = renewal
A KPI is a metric, but a metric is not always a KPI. The key difference is that KPIs always reflect strategic value drivers whereas metrics may represent the measurement of any business activity.

Setting up for Success with Measurable Goals and QBRs

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