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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 MEHTA
Chief 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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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
Referrals
Champions
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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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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5 Ways To Drive Customer Success Through Advocacy
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Boost Team
Productivity 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+ Attendees
5/12 - 5/13
San Francisco
gainsight.com/pulse
Code: ADVOCAMP
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@nrmehta
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THANK YOU
©2015 Gainsight. All Rights Reserved.
MARCH 25, 2015
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AMP TALKS: SESSION #3
ROI OF CUSTOMER SUCCESS
AND THE ROLE IT PLAYS IN
ADVOCACY
NICK MEHTA
Chief Executive Officer | Gainsight
#ADVOCAMP
Editor's Notes Good feedback on this
Industry problem we are trying to solve
Switching costs have gone down and competition has gone up
Lead the conversation and recommendation
Marco trend
Analyst report
So track advocates, references, case studies, reviews, etc. But don't assume that every item can be tied to an individual sale and instead realize that the value of this advocacy is many times more than all of the paid marketing you do.